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ITIL and ISO20000
ITIL v3 is the third version of the Information Technology Infrastructure Library, a globally recognized collection of best practices for managing information technology (IT). It is broken down into 5 sections: service strategy, service design, service transition, service operation and continual service improvement. It provides best practice in conducting the processes and activities of the IT service department, but it is not a standard. ISO20000 provides the standard, it defines measurables and documentation and practice which would be expected in an IT department. It offers the possibility of an IT department obtained certification to prove that they are working to ISO20000 standards in IT service management.
Question: Describe ITIL - Version 3 and it parts. Provide a short case study of ITIL implementation and explain its benefits and problems. Give an outline of the contents of ISO20000 and explain how certification can be obtained. How much does it cost to get ISO20000 certification? Compare and contrast ITIL and ISO20000. Identify some organisations that use ITIL and that have ISO20000 certification. Explain how you would justify investment in ISO20000 and what might be in the business case.
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