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ISO/IEC 20000: An Introduction to the global standard for service management, Second Edition by David Clifford

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ABBREVIATIONS USED

APMGIAPMG International
BCSThe Chartered Institute for IT
BSIBritish Standards Institute
CNASChina National Accreditation Service
COBITControl Objectives for Information and related Technology; a set of best practices (framework) for information technology (IT) management
DCURIDocumented, Communicated, Used, Reviewed, Improved
ESPExternal Service Provider
eTomEnhanced Telecom Operations Map, now the Business Process Framework
EXINExamination Institute for Information Science
IAFInternational Accreditation Forum
IECInternational Electrotechnical Commission
ISMSInformation Security Management Systems
ISOInternational Organisation for Standardisation
ISPInternal Service Provider
ITILThe Information Technology Infrastructure ...

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