This practical handbook provides a pragmatic and insightful approach on how to integrate the ITIL framework and the ISO/IEC 20000 standard in order to deliver a successful and sustainable IT service management programme. From defining business drivers to measuring success, ITIL and ISO/IEC 20000: a practical handbook follows the continual service improvement approach to provide best-practice advice and practical examples on how to use elements from ITIL and ISO/IEC 20000 to achieve operational excellence. Contents include: identifying the drivers for service management that will best support the organization's vision, mission and goals; measuring where the organization is now by assessing integrated process maturity based on ITIL and ISO/IEC 20000 areas; defining where the organization would like to be through planning, designing, implementing and operating an integrated service management roadmap that incorporates ITIL and ISO/IEC 20000; measuring the success of the service management transformation in supporting the organisational drivers through an integrated set of value-realisation metric; continual improvement of the service management progress - how to keep the momentum going and create a culture of innovation and transformation.