IT SERVICE MANAGEMENT: ISO/IEC 20000:2018 - INTRODUCTION AND

The revised standard for Service Management, ISO/IEC 20000-1: 2018 is the third version of the international standard for service management, replacing the 2011 edition. It provides requirements for the planning, design, transition, delivery and impr
ovement of a Service Management System, which is the coordinated set of policies, processes, organisational structure and people to manage services.

This book introduces the ISO/IEC 20000-1 standard as well as providing extensive practical a
dvice on implementing an SMS that conforms to the requirements. It does so by referring to the ISO/IEC 20000-1:2018 documentation toolkit, which is separately available and contains dozens of templates that allow you to provide the documented evidenc
e necessary.