By Lynda Cooper.  The 2nd edition of ISO/IEC 20000-1 was published in April 2011. During my work training or advising organizations on how to use ISO/IEC 20000, two of the areas that raise the most questions are application and governance of processes. These are covered in Clauses 1.2 and 4.2 of ISO/IEC 20000-1. These were both […]