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All you need to know about IT Service management:
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ISO and ITIL (r)“ISO 20000 gives ITIL the teeth it needs.” ISO/IEC 20000 is the first international standard for IT Service Management whereas ITIL is a framework of best practice approaches intended to facilitate the delivery of high quality information technology (IT) services.ITIL is not prescriptive & is difficult to maintain momentum without adequate governance controls – ISO 20000 however is prescriptive in what an organization shall and should do in order to comply for certification.
ITIL does not insist on continuous improvement & management support - ISO 20000 does insist on improving Service Management Activities continuously. ITIL does not insist on evidence to prove progress; In order to certify for ISO 20000, evidence of management control needs to exist. ITIL Service quality cannot be externally audited or benchmarked whereas ISO 20000 can be. |