New performed model of ISO/IEC 20000 standard

ISO/IEC 20000 is the first international standard for IT Service Management. Previous researches have showed that this standard needs improvements. This paper is focused on the improvement of the process model for ISO/IEC 20000 standard. The paper is based on the improvement of process model for ISO/IEC 20000 standard by using the comparison with ITIL 2011 framework and with eTOM and ISO/IEC 27000 standard. The result of the research is the new improved process model for ISO/IEC 20000 standard which can be implemented in any business environment. This is the first research which takes more than one other ITSM framework or standard for the comparison with ISO/IEC 20000 standard. The paper has a practical significance because this new model will be also implemented in BH Telecom, the leading Telecom operator in Bosnia and Herzegovina. Key-Words: ISO/IEC 20000, ITIL 2011, ISO/IEC 27000, eTOM, Establish ISMS, Assurance Service Management & Operations, Assurance Resource Management & Operations.