ISO/IEC 20000-1

Service management

"To keep more clients you need to provide excellent customer service" -


IT Service Management (ITSM) includes all activities performed by an organization in order to plan, design, deliver, operate and control IT services offered to customers. IT services are performed using processes that involve people and information technology.

ISO/IEC 20000 sets the requirements for IT service management. It describes an integrated set of management processes which form a service management system for the effective delivery of services to the business and its customers. ( ISO/IEC 20000 IT service management certification scheme is owned by The APM Group Ltd.

ISO/IEC 20000 was developed initially in 2005 and revised in 2011 and includes best practices guidance contained within the ITIL (Information Technology Infrastructure Library). There are a number of parts in this standard family. They include ISO/IEC 20000-1 (which defines the requirements for the IT service management system), ISO/IEC 20000-2 (providing guidance on the application of service management systems. Including best practices for service management processes), ISO/IEC 20000-3 (that contains guidance on scope definition and applicability), ISO/IEC TR 20000-4 (providing a process reference model) and ISO/IEC TR 20000-5 (exemplar implementation plan for ISO/IEC 20000-1), ISO/IEC TR 20000-9 (a guidance for application of ISO/IEC 20000-1 to cloud services), ISO/IEC TR 20000-10 (concepts and terminology) or ISO/IEC TR 20000-11 (a guidance to the relationship between ISO/IEC 20000-1 and ITIL).

To obtain certification though, organizations need to fulfill the requirements of the first part of the standard – ISO/IEC 20000-1.

ISO/IEC 20000-1 promotes an integrated process approach to deliver services that meet business and customer requirements. The standard requires that IT processes are documented, actively managed and continually improved. Although there is no specific requirement on how to obtain conformity with ISO/IEC 20000-1 and of course there may be many ways to do that, the use of ITIL recommendations is a widely used approach.

Certification to ISO/IEC 20000-1 offers the organization a chance to prove that it is a customer-oriented, efficient and effective supplier of IT services. The standard can also be implemented together with other management system standards, ISO/IEC 27001 (information security management systems) and ISO 9001 (quality management systems) being among the most popular choices for integration with the IT Service Management System.