This first book in the series provides background information on ISO/IEC 20000 and describes the role of management and the decisions they are faced with if their organization is to achieve compliance. Contents: Introduction The scope of ISO/IEC 20000 Why ISO/IEC 20000? Other standards and best practices Compliance and certification audits Scoping for service management Building the business case for ISO/IEC 20000 Preparing for an audit Documents and records Using ISO/IEC 20000 to select your service provider Terminology in ISO/IEC 20000 and certification schemes Available in hard copy only.