ISO/IEC 20000-1:2011 je međunarodna norma za upravljanje uslugama koja organizacijama daje sigurnost da su njihovi postupci upravljanja uslugama usklađeni s potrebama poslovanja i sa svim zahtjevima norme. Protokol određuje zahtjeve pružatelju usluga vezane uz planiranje, uspostavu, implementaciju, rukovanje, praćenje, pregled, održavanje i poboljšanje upravljanja uslugama. ITIL (engl. Information Technology Infrastructure Library), kao skup dobrih praksi, široko prihvaćen u upravljanju IT uslugama. Osmišljen je kako bi se standardiziralo strateško promišljanje, dizajn, isporuka, rukovanje, podrška i kontinuitet poboljšavanja IT usluga u poslovanju. Razlog stvaranja ITIL verzije 3 je postizanje bolje povezanosti s normom ISO/IEC 20000 te njihovo međusobno uskalađivanje. Certificiranje po normi ISO/IEC 20000 često se traži nakon uvođenja ITIL-a jer omogućuje IT organizacijama dokazivanje orijentiranosti na korisnike te učinkovitost i djelotvornost u pružanju IT usluga. Cilj ovoga rada je ukazati na dobre strane ISO/IEC 20000 norme te pobliže naglasiti stvarne poslovne dobrobiti sustavnog načina razmišljanja o IT uslugama.

ISO/IEC 20000-1:2011 is an international standard for service management that gives organizations the assurance that their actions in service management are aligned with business needs and with all the requirements of the standard. The protocol defines the requirements of the service provider related to the planning, establishment, implementation, operation, monitoring, review, maintenance and improvement of service management. ITIL (Information Technology Infrastructure Library), a set of good practices, widely accepted in the management of IT services. It is designed to standardize strategic thinking, design, delivery, handling, support and improve the continuity of IT services to the business. The reason for the creation of ITIL version 3 is to achieve better integration with the ISO / IEC 20000 and their mutual alignment. Certification to ISO / IEC 20000 is often required after the introduction of ITIL because it enables IT organizations to demonstrate the orientation and efficiency and effectiveness in the provision of IT services. The aim of this paper is to highlight the benefits of ISO / IEC 20000 standard, the detail to emphasize the actual business of well-being a systematic way of thinking about IT services.