ISO 20000 is the international standard for ITSM. Historically, it is based upon an original standard from the British Standards Institute known as BS 15000. As it is rapidly becoming a dominant force in the ITSM sector, it rightly forms a major part of the SQMF examination.

ISO 20000 is actually two documents, or 'parts'. The first is a 'specification', outlining an integrated service approach. The second is a code of practice, describing best practices for IT service management. 

It is not dependent upon ITIL in any way, as it equally supports other important frameworks and methods, although there is clearly a degree of alignment with many of them.  

Last modified: March 12, 2007