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The impact of ISO20000/BS15000 on Outsourcing


With the release of ISO20000 the service management standard in Dec 2005,
outsourcing vendors will be affected significantly. This white paper looks at the
impact on operational management processes in meeting ISO20000.

The outsourcing market is changing with the increasing adoption by customers of the ITIL
framework and the ISO20000/BS15000 standard. Many customers are using the BS15000
standard as a contractual deliverable for evaluating and selecting suppliers, with strategic
implications for the structure of contracts as well as the delivery of services. This white paper
looks at the typical issues that arise when being asked to deliver ISO20000 as part of a

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