Year of publication: 2019 | Edition: 1
Service businesses exist to supply their customers with intangible benefits such as providing amenities, facilities, or advice. Perhaps to an even greater extent than physical goods, success in the service sector means understanding and meeting your customers’ expectations. But, in a fast-paced, digital world, these expectations constantly change.
ISO has created a practical guide on how to manage services in today’s dynamic service environment using ISO/IEC 20000-1:2018. Additionally, it also describes how to incorporate popular management methods (such as Agile, Lean or DevOps), service management frameworks and methodologies (ITIL®, COBIT®, CMMI-SVC®), and additional standards (ISO 9001, ISO/IEC 27001, ISO 31000) into the IT service management system.
- Service managementPart 1: Service management system requirements
- Service managementPart 2: Guidance on the application of service management systems
- Service managementPart 3: Guidance on scope definition and applicability of ISO/IEC 20000-1