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14. Conclusion
The best practices derived from ITIL ® have formed a solid foundation of professionalism derived from experience in the field, particularly around the processes of providing and supporting Information Technology services.
Based on this platform, IT service management processes have been ported to international standards in ISO/IEC 20000. Part 1 is the requirements document. Part 2 serves as a user guide to clarify Part 1. In addition, the international standard includes additional requirements compared with ITIL ® , in particular the requirement for a service management system.
ISO certification has the advantage of certifying the management system defined and implemented by an IT service provider, whereas ITIL ® ...
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AUDIT DIAGNOSTIC EVALUATION SYSTEM (ADES), May 2009, CPI CONSEIL 6 rue de la Corniche, 91120 PALAISEAU, France.
Websites
CPI CONSEIL, assessing, auditing, certifying for improvement http://cpi.conseil.free.fr/
AFNOR BOUTIQUE, Ten keys to service management – From ITIL to ISO 20000 http://www.boutique.afnor.org/LIV7DetailLivre.aspx?CLE_ART=FA090923=LIVZLIVZ1A10A201A206=1=2784026
...Standards and norms
- Quality management systems – Basic principles and vocabulary - ISO 9000 - 2005
- Specification for IT service management – Part 1: specifications - BSI 15000-1 - 2002
- Specification for IT service management – Part 2: code of practice for service management - BSI 15000-2 - 2002
- Information Technology – Service management – Part 1: Specifications - ISO/CEI 20000-1 - 2005
- Information Technology...
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Information Technology Service Management Forum (itSMF France) http://www.itsmf.fr
Office of Government Commerce http://www.ogc.gov.uk
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