This Pocket Guide provides a concise explanation of the nature, content and aim of ISO/IEC 20000: 2011. It brings ISO/IEC 20000-1: 2011 within reach of a vast international audience by providing the key elements of this important standard in a short, easy to read Pocket Guide:

it promote the awareness and the acceptability of ISO/IEC 20000-1: 2011as a valid standard for IT Services organizations;

it supports ISO/IEC 20000-1: 2011training and certification;

it is a quick reference to the core content of ISO/IEC 20000-1: 2011, for practitioners.

ISO/IEC 20000: 2011: A Pocket Guide is ideal for a broad range of practitioners, trainers and students, who work in IT as well as in other environments, ranging from experienced experts in (IT) service organizations, to those who are looking for a suitable approach to quality improvement issues.