3. International standard ISO/IEC 20000

3.1 What is ISO 20000?

The British standard BS 15000 was proposed at international level in November 2005. The procedure used by ISO was an accelerated one. It was officially published in English on December 15, 2005 under the title ISO/IEC 20000 Information Technology – service management.

AFNOR then adopted the French version in its entirety and published it on January 12, 2006.

Like BS 15000, ISO/IEC 20000 is in two parts. Note: only part 1 of the specification has been translated into French.

The fundamentals of this international standard are based on :

• the process approach ;

• the Plan, Do, Check, Act (PDCA) virtuous circle;...