This introduction to ISO/IEC 20000-1 is the definitive guide to the second edition ISO 20000 (the 2011 version) . The user-friendly guide expands on Part 1 of the standard; the specification providing easily-understood detailed advice on: what the requirements mean how to do it what evidence will be required who does what. The guide includes a road map to the 2011 edition and how the standard fits in the bigger picture of best practices and expert descriptions of the definition of the scope, building a service management system, establishing integrated processes, the delivery of high quality service and keeping customers happy. Service management experts Jenny Dugmore and Shirley Lacy will also provide detailed explanations of the changes to clauses 4 and 5 which have been significantly revised and expanded including new requirements.