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 ...