ISO/IEC 20000 is first international standard for IT Service Management System. It describes an integrated set of management processes for the effective delivery of IT services to the organization.
Family of ISO/IEC 20000 consists of several parts, although most organizations resort to ISO/IEC 20000-1 and ISO/IEC 20000-2.
ISO/IEC 20000-1 is the formal specification and defines the requirements for an organization to deliver managed IT services of an acceptable quality for its customers.
ISO/IEC 20000-2:2012 is a code of conduct and describes the best practices for process management based on the requirements of ISO/IEC 20000-1:2011. Code of Conduct will be particularly useful for organizations that are preparing for the ISO/IEC 20000 certification or planning IT service improvements.
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