ISO/IEC 20000 is based upon a number of fundamental principles that must permeate through the service management system:
Focus on a customer-driven approach, focus on end-to-end service management, focus on integrated service management and focus on continual improvement.

This pocket guide offers practical guidance for service providers and a list of ‘must do’ requirements.

The author, David Clifford, is recognised as one of the world’s leading authorities on ISO/IEC 20000.