Development of a new improved model of ISO 20000 standard based on recommendations from ISO 27001 standard

ISO 20000-1:2011 is the most important standard for the management of IT services. ISO 27001:2013 is the most important standard for information security. This paper compares these two standards in the real environment of IPTV/VoIP service of Telecom operator in Bosnia and Herzegovina. This paper produces a new improved version of ISO 20000 standard in the field of information security based on recommendations from ISO 27001 standard in the field of information security. A new improved version of ISO 20000 standard is implemented in a real environment of Telecom operator and it produced a better results then the previous model.