An universal standard that defines the best practices described within the IT Infrastructure Library (ITIL) framework and the requirements for an information technology service management (ITSM) system.
ITSM is focused on meeting customer expectations and delivering customer satisfaction.
ISO 20000 includes the design, transition, delivery and improvement of services that fulfill service requirements and provide value for both the customer and the service provider.
ISO 20000 is comprised of two parts: a specification for IT Service Management (ISO 20000-1) and a code of practice for service management (ISO 20000-2).
ITIL advocates that IT services are aligned to the needs of the business and support its core processes. It provides guidance to organizations and individuals on how to use IT as a tool to facilitate business change, transformation and growth.
