ISO/IEC 20000-1:2018 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 fulfill agreed service requirements.

ISO/IEC 20000 is the first international standard for service management. It was developed in 2005 by ISO/IEC JTC1/SC7 and revised in 2011 and 2018. It was originally based on the earlier BS 15000 that was developed by BSI Group.

ISO/IEC 20000, like its BS 15000 predecessor, was originally developed to reflect best practice guidance contained within the ITIL (Information Technology Infrastructure Library) framework (reference needed), although it equally supports other IT service management frameworks and approaches including Microsoft Operations Framework and components of ISACA's COBIT framework. The differentiation between ISO/IEC 20000 and BS 15000 has been addressed by Jenny Dugmore.

The standard was first published in December 2005. In June 2011, the ISO/IEC 20000-1:2005 was updated to ISO/IEC 20000-1:2011. In February 2012, ISO/IEC 20000-2:2005 was updated to ISO/IEC 20000-2:2012.

ISO 20000-1 has now been revised by ISO/IEC JTC 1/SC 40 IT Service Management and IT Governance. The revision has been released in July 2018.

ISO/IEC 20000-1:2018 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 fulfill 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 20000-1:2018.
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