Gartner Research

Understanding ISO/IEC 20000 for Service Improvement

Published: 23 August 2011

ID: G00216336

Analyst(s): George Spafford


ISO/IEC 20000 is an often overlooked source for IT Service Management guidance. IT organizations would do well to review the standard and its supporting documentation for guidance relevant to their efforts.

Table Of Contents
  • Overview


  • Published Guidance
  • Questions About ISO 20000
    • Should Our Organization Pursue ISO 20000 Certification?
    • How Can We Use ISO 20000 to Assess Our IT Organization?
  • A Cautionary Note
  • The Bottom Line

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