The power supply to BSI’s office in London will be shut down for planned maintenance from 16:00 (GMT) on Friday 30 January until 19:00 (GMT) Sunday 1 February 2015. This website will be unaffected, but the telephone numbers at this location will not respond. In the meantime, please email and the team will be on hand to assist you from 09:00 (GMT) on Monday 2 February. We apologise for any inconvenience caused.

IT service management (ITSM) standards & publications

Service management in the IT sector is based on a set of integrated processes that underpin core business procedures by linking infrastructure management with business needs. The BS ISO/IEC 20000 series applies to organizations of all sizes, enabling them to understand how to enhance the quality of service delivered to their internal and external customers. Read more...

BIP 0134


BIP 0134:2013
IT Service Management Collection


A Manager’s Guide to Service Management. 6th editionIT Service Management Self-Assessment Workbook

Jenny Dugmore



A Manager’s Guide to Service Management. 6th editionITSM, ITIL & ISO/IEC 20000 Implementation Toolkit
Shirley Lacy and Jenny Dugmore



Key standards for managing IT services (ITSM)

BS ISO/IEC 20000-1:2011BS ISO/IEC 20000-1:2011
Information technology. Service management. Service management system requirements



BS ISO/IEC 20000-2:2005BS ISO/IEC 20000-2:2005
Information technology. Service management. Code of practice



BS 25777:2008BS 25777:2008
Information and communications technology continuity management. Code of practice



Key books for managing IT services (ITSM)

Available to buy:

Introduction to ISO/IEC 20000 Series. IT Service Management
Jenny Dugmore and Shirley Lacey



ITSM for Small IT Teams
Adam Poppleton and and Ken Holmes



A Guide to the new ISO/IEC 20000-1. The differences between the 2005 and the 2011 editions
Lynda Cooper



A Manager’s Guide to Service Management. 6th editionA Manager’s Guide to Service Management. 6th edition
Jenny Dugmore and Shirley Lacey  



BIP 0130Collection: ISO/IEC 20000-1 - including a guide to the new ISO/IEC 20000-1: The differences between the 2005 and the 2011 editions
Lynda Cooper


IT service management. Self assessment workbook. 2nd editionIT Service Management. Self Assessment Workbook
Ivor Mcfarlane and Jenny Dugmore



 Your basket
Your basket is empty