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 ^® ...