Formally: ISO 20000-1 "promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements".
It comprises ten sections: Scope; Terms & Definitions; Planning and Inplementing Service Management; Requirements for a Management System; Planning & Implementing New or Changed Services; Service Delivery Process; Relationship Processes; Control Processes; Resolution Processes; and Release Process.
ISO 20000-2 is a 'code of practice', and describes the best practices for service management within the scope of ISO20000-1. It comprises nine sections: Scope; Terms & Definitions; The Management System; Planning & Implementing Service Management; Service Delivery Processes; Relationship Processes; Resolution Processes; Control Processes; Release Management Processes.
Together, this set is the first global standard for IT service management, and is fully compatible and supportive of the ITIL framework. It will undoubtedly have a significant impact upon the whole ITSM landscape.
The standard itself can be obtained from the sources listed in the right hand column.
