ISO/IEC 20000

ISO 20000 is the first international standard for IT Service Management.

The standard was developed to reflect best practice guidance contained within the ITIL (IT Infrastructure Library Framework). The British Standards Institute (BSi) developed the original standard, which was significantly revised in 2002, becoming the basis of ISO 20000. The standard comprises of 2 distinct documents, a specification for a service management system and a code of practice. The standard was published in December 2005.

Within the Casewise solution, the ISO/IEC 20000 model/framework is cross referenced to the IT Service Management self-assessment workbook. This workbook assists organizations with assessing the effectiveness of their best practice processes for IT Service Management.

By using the workbook, organizations can get a clear understanding of where they should improve their service delivery. The workbook can also be used to assess how their service management processes compare with those described in ISO/IEC 20000.