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Added on 05/22/06
The need for an international standard for IT service management has been evident for many years. As information technology has evolved, and quality service has become a prime business differentiator, it was surely only a matter of time before such a...
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The need for an international standard for IT service management has been evident for many years. As information technology has evolved, and quality service has become a prime business differentiator, it was surely only a matter of time before such a standard evolved. As is often the case, BSI read this situation very early, and developed their own standard in the late nineties. This was BS15000, which was published in 2000. It was significantly revised in 2002. This was the basis of ISO 20000, which was finally published at the end of 2005. ISO 20000 comprises two distinct documents: a specification for a service management system, and a code of practice. Together, these form a top-down framework to define the features of service management processes that are essential for the delivery of high quality services. See less 
