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  3. ISO 20000-1:2011

ITSM processes based on best practices of ITIL

ISO/IEC 20000-1 specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve the service management system.

TSM - Recognized means of benchmarking the delivery of IT to the business. Applicable to providers of IT service management services, businesses outsourcing their IT services, businesses managing their own IT services and all providers wishing to benchmark their existing IT service management services.
Certification to ISO 20000-1:2011 through the scheme provides an independent, industry-wide recognition of an organization’s IT Service Management capabilities.

The requirements for an organization to deliver IT services of an acceptable quality.
The scope includes requirements for a management system;
Planning and implementing service management;
Design and transition of new or changed services;
Service delivery process; Relationship processes;
Resolution processes;
Control processes including release and deloyment management processes.

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