This training has been designed to help you understand an organization's commitment to a reliable IT infrastructure, IT help-desk service quality and IT customer satisfaction. The ISO 20000 consists of two main parts: ISO 20000-1 is a formal specification and defines the requirements for an organization to deliver managed services of an acceptable quality for customers; and ISO 20000-2 is a Code of Practice that describes the best practices for Service Management processes within the scope of BS 15000-1.