IT Service Management is a
top-down, business driven approach to the management
of IT that specifically addresses the strategic
business value generated by the IT organization and
the need to deliver a high quality IT service.
IT Service Management is designed to focus on the
people, processes and technology issues that IT
ISO 20000 is a set of controls against
which an organization can be assessed for effective
IT Service Management processes, and its supporting
people, products and partners.
ISO 20000 is the only IT Service Management
standard for IT organizations that can be used and
ISO 20000 is an initial and ongoing independent
assessment of IT's capabilities.
ISO 20000 helps addressing the issue of what it
means to be "ITIL Compliant".
ISO 20000 is a standard to promote the adoption
of an integrated process approach to the effective
delivery of an IT service.
ISO 20000 has been approved by the United
ISO 20000 can be summarized as:
A standard to promote the adoption of an
integrated process approach for the effective
delivery of managed services to meet business and
A set of “controls” against which an
organization can be assessed for effective IT
Service Management processes
The ISO 20000 standard defines the requirements
for an organization to deliver managed services of
an acceptable quality for its customers