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World Class IT Service Delivery by Peter Wheatcroft

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THE ROLES OF ISO/IEC 20000, SIX SIGMA AND THE EXCELLENCE MODEL

Although ISO 9000 has been mentioned in the preceding section and remains relevant for any organization considering external quality accreditation, this section focuses on other standards that have not been covered widely by other texts on service delivery. ISO 9000 has been around for a long time and is not specific to service delivery, but several other standards are.

ISO/IEC 20000

It will not have escaped the notice of most IT people that a new standard specifically covering service delivery has appeared. ISO/IEC 20000:2005 is the international standard for service management that was published on 15 December 2005, which makes it of especial interest to our community.

ISO/IEC ...

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