IT service management

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...

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

Achieving BS ISO/IEC 20000 series
Jenny Dugmore and Shirley Lacy

This series of ten books provides practical guidance and advice on introducing service management best practice in accordance with BS ISO/IEC 20000. Each book is dedicated to one of the key chapters in BS ISO/IEC 20000, and offers practical tips and guidance on how to meet the requirements of the standard. 

All available in electronic format – as downloadable PDFs. 

Achieving ISO/IEC 20000. Management decisions 

Achieving ISO/IEC 20000. Why people matter

Achieving ISO/IEC 20000. Making metrics work

Achieving ISO/IEC 20000. Managing end-to-end service

Achieving ISO/IEC 20000. Finance for service managers

Achieving ISO/IEC 20000. Enabling change

Achieving ISO/IEC 20000. Keeping the service going

Achieving ISO/IEC 20000. Capacity management

Achieving ISO/IEC 20000. Integrated service management

The differences between BS 15000 & ISO/IEC 20000

A Manager's Guide to the Long-term Preservation of Electronic Documents

ITSM Online
ISO/IEC 20000 Quick-Check, the new self-assessment tool giving you confidence in IT service management systems (ITSM) and ISO/IEC 20000.
 
Achieving ISO/IEC 20000. Managing end-to-end service

PAS 77:2006
IT Service Continuity Management Code of Practice