ISO/IEC 20000

David Clifford is a director of Pace Harmon, an international advisory firm headquartered in the USA. He has contributed to a number of publications about IT service management, writing about ITIL®, service agreements and international standards. He also initiated and contributed to the development, and assisted with the promotion, of EXIN’s IT Service Management qualification program based on ISO/IEC 20000. He is currently Chair of the BSi committee on IT governance (ISO/IEC 38500) and contributes to the development of the IT service management standard ISO/IEC 20000 and BPO for IT enabled services (ISO/IEC 30105).

• 1: Background2: Key Stakeholder Bodies3: Qualification Programmes4: Compliance and Certification5: Certification Schemes6: Scope of Assessment7: Relationship with other Standards8: The Future of ISO/IEC 20000