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The revised standard for Service Management, ISO/IEC 20000-1:2018 is the third version of the International Standard for service management, replacing the 2011 edition. It provides requirements for the planning, design, transition, delivery and improvement of a Service Management System (SMS), which is the coordinated set of policies, processes, organisational structure and people to manage services. This book provides an overview of this revised standard for service management.

‘This is a good introduction to the new ISO/IEC 20000-1:2018 written by the Dutch representative of the International Standards committee. It has a chatty style making it easily readable for those new to standards. It is also useful for those who already use the standard to help in understanding what has changed since the previous edition’.
Lynda Cooper, ISO/IEC 20000-1 project editor.

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