Management Systems

ISO 20000-1: 2018

ISO 20000-1:2018 is an international standard for IT service management that specifies requirements for the development, implementation, monitoring, maintenance, and improvement of an IT service management system (SMS). It is published by the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC).

The standard Is designed to help organizations provide quality IT services that meet the needs of their customers. It is based on a number of key principles, including:

  • Customer focus : The organization should focus on understanding and meeting the needs of its customers.
  • Process approach : The organization should establish and manage a set of interrelated processes that deliver IT services.
  • Continual improvement : The organization should continually strive to improve its IT service management system.

ISO/IEC 20000-1:2011 is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil agreed service requirements.

ISO/IEC 20000-1:2011 can be Used by:

  • An organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
  • An organization that requires a consistent approach by all its service providers, including those in a supply chain;
  • A service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;
  • A service provider to monitor, measure and review its service management processes and services;
  • A service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;
  • An assessor or auditor as the criteria for a conformity assessment of a service provider’s SMS to the requirements in ISO/IEC 20000-1:2011;