CHAPTER 1: BACKGROUND

A new edition of Part 1

The new edition of Part 1 of ISO/IEC 20000 has been released (15th April 2011). The standard is now titled “Information technology – Service Management – Part 1: Service management system requirements”. It should be noted that a revised edition of Part 2 of the standard is not due for publication until approximately Q2 2012.

Why the need to change?

Edition 1 of the standard is now some six years old and quite simply, the world in which we live is continually changing. New thoughts regarding how service management should, or in the case of this part of the standard, how service management shall, operate have been reflected in Edition 2. During those six years, there have been new releases of best practice ...

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