olemus
infotehnoloogia teenusehalduse standard
= the international standard for IT service management

ülevaateid
http://www.itsmf.org.hk/eng/event21/ISO20K%20overview.pdf

https://en.wikipedia.org/wiki/ISO/IEC_20000

https://wiki.en.it-processmaps.com/index.php/ISO_20000

https://www.jstor.org/stable/j.ctt5hh7w7

https://www.academia.edu/5190626/Exploring_the_Service_Management_Standard_ISO_20000?auto=download

standardi osad
ISO/IEC 20000-1
Infotehnoloogia. Teenusehaldus.
1.osa. Nõuded teenusehaldussüsteemile
https://www.iso.org/obp/ui/#iso:std:iso-iec:20000:-1:ed-2:v1:en

ISO/IEC 20000-2
Infotehnoloogia. Teenusehaldus.
2.osa. Teenusehaldusesüsteemide rakendusjuhised
https://www.iso.org/obp/ui/#iso:std:iso-iec:20000:-2:ed-2:v1:en