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...

ITSM, ITIL & ISO/IEC 20000 Implementation Toolkit
Shirley Lacy and Jenny Dugmore

Key standards for managing IT services (ITSM)

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

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

BS 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 edition
Jenny Dugmore and Shirley Lacey  

IT Service Management. Self Assessment Workbook
Ivor Mcfarlane and Jenny Dugmore

Read more about the workbook for IT service management

PAS 700
Provision of ICT facilities and services in workplaces. Specification

Read more about providing IT services in workplaces