ISO/IEC 20000
IT Service
Management

The ISO/IEC 20000 standard specifies requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS). The requirements specified in this standard include the planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value. This standard can be used by:

a customer seeking services and requiring assurance regarding the quality of those services;
a customer requiring a consistent approach to the service lifecycle by all its service providers, including those in a supply chain;
an organization to demonstrate its capability for the planning, design, transition, delivery and improvement of services;
an organization to monitor, measure and review its SMS and the services;
an organization to improve the planning, design, transition, delivery and improvement of services through effective implementation and operation of an SMS;

• an organization or other party performing conformity
• assessments against the requirements specified in this document;
• a provider of training or advice in service management.