This pocket guide is a handy reference to the key information on ISO/IEC 20000. It features an overview of the purpose of the standard and shows how to use it. It explains qualification programmes, certification schemes and the interrelationship of ISO20000 with other standards, such as ISO27001. The overall emphasis of the guide is on ISO20000's customer-driven approach to ensure your IT service management processes align with the needs of your business.

• Cover
• Title
• Copyright
• Contents
• Introduction
• Chapter 1: Background
  • A new edition of Part 1
  • Why the need to change?
  • What are the key changes in Edition 2?
  • Principles of ISO/IEC 20000
  • Focus on a customer-driven approach
  • Focus on end-to-end service management
  • Focus on integrated service management
  • Focus on continual improvement
• Chapter 2: Key Stakeholder Bodies
  • Customers and end-users
  • Service providers
  • Suppliers
  • Certification bodies
  • Enabling bodies
• Chapter 3: Qualification Programmes
  • Positioning of the EXIN ITSM qualifications
  • BCS qualification
  • APMGI qualifications
• Chapter 4: Compliance and Certification
  • What is compliance?
  • What is due diligence?
  • What is certification?
  • Why certify?
  • What is the auditor’s approach?
• Chapter 5: Certification Schemes
  • The APMGI certification scheme
  • Other certification schemes
  • How many certificates have been awarded?
• Chapter 6: Scope of Assessment
  • Defining a scope statement
  • The role of existing certifications
• Chapter 7: Relationship with other Standards
  • ISO/IEC 27001
  • ISO/IEC 15504
  • ISO9001
  • Integrated management systems
• Chapter 8: The Future of ISO/IEC 20000
  • Overview of the parts of ISO/IEC 20000
• Abbreviations Used
• ITG Resources