Experimenting Design and Implementation of an Educational Services Management System Based on ISO/IEC 20000 Standard

  • Jean-Marc Lezcano
  • Hatsuo Adachihara
  • Marc Prunier
Part of the Communications in Computer and Information Science book series (CCIS, volume 73)


European higher education organizations are encouraged to implement quality management practices. Existing quality standards and frameworks do not capitalize an important set of best practices addressing educational services delivery. The ISO/IEC 20000 standard, elaborated from IT service management issues, is widening its field of application and may represent an interesting alternative. A specific approach is needed to apprehend the particular nature of educational services, consider the systemic cooperating roles of educational system and learning system, and define ISO/IEC 20000 vocabulary and concepts adapted to the domain. ISO/IEC 20000 may provide an answer to European Standard Guideline compliance and improve educational services management. The current experimentation is expected to cast light on the complexity, practicality and effectiveness of the use of ISO/IEC 20000 in a first field of “non IT” services.


Quality Quality Assurance Service Management Management Systems ISO 9001 ISO/IEC 20000 ESG 


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Copyright information

© Springer-Verlag Berlin Heidelberg 2010

Authors and Affiliations

  • Jean-Marc Lezcano
    • 1
  • Hatsuo Adachihara
    • 2
  • Marc Prunier
    • 3
  1. 1.Quality DirectorSOGETISophia AntipolisFrance
  2. 2.Business Process AnalystNiceFrance
  3. 3.Professor, Ecole de Management des Systèmes d’Information de GrenobleGrenobleFrance

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