Since the end of 2005, the ISO 20000 international standard for IT service management has been in existence, offering a normative management and organization concept for aligning the performance of IT services, and enabling companies to certify their compliance according this standard by third parties. There is a great interest in the standard, and the forecasts for the adoption and disseminati...

Process improvements within ITSM are guided by prescriptions of frameworks like ITIL and ISO 20000. Since improvements cause costs, they need to be beneficial to the respective organization. This means to implement ITSM process improvement frameworks according to the specific needs of organizations. In this research in progress a concept is presented that supports this approach by sharing knowl...

In recent times, and in order to maintain an integrated, efficient and homogeneous policy, Integrated Management Systems (IMS) have emerged as an opportunity to improve processes related to Information Technology (IT) in organizations in a way that is modular, consistent and orderly. The ISO 27001 and ISO 20000 standards provide good practices for creating and/or strengthening management infras...