Governing and managing IT services has become a major issue for the survival and the success of organizations, whether large, small, private business or in the public sector, and both for the customers and the suppliers of these services. Experts from internal and external suppliers of IT services from all over the world have contributed to develop an internationally recognized set of best practices, now commonly known as IT Service Management.

With the publication of the international standard ISO/IEC20000, IT Service Management made a major step forward. ISO/IEC20000 sets a standard for the quality of the provision of IT services to be used by suppliers and customers of these services, enabling them to:

• Increase confidence in service provision
• Assess the IT Service Management capability
• Assist in identifying service improvement opportunities
• Encourage a culture of continual service improvement
• Demonstrate service quality by independent assessment and certification
• Exploit compliance with the standard for marketing opportunities

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