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Service Desk and Incident Manager: Careers in IT service management by Peter Wheatcroft

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4 TOOLS, METHODS AND TECHNIQUES

REFERENCES AND STANDARDS

The only internationally recognised standard against which the processes used for SDIM can be assessed is ISO/IEC 20000-1:2011. This is a benchmark that specifies the requirements of a service management system (SMS) to allow a service provider to plan, implement and maintain an SMS appropriate to its needs. ISO/IEC 20000-1:2011 is a development of the 2005 edition, which was itself a development of the original BS 15000 standard, which first set out the requirements that need to be met in order to gain certification for IT service management.

ISO/IEC 20000-1:2011 is used internationally and, at the time of writing, there are 40 organisations in the UK, out of a total of 733 organisations ...

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