ISO/IEC 20000 is the international standard specifically 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. The standard allows IT service provider organizations to achieve conformance to a service management system which requires them to continually improve their delivery of IT services. It aligns to the IT infrastructure library (ITIL®) best practice framework. The ultimate goal being effective overall IT service management, the standard is based on key processes ranging from service level management reporting, budgeting and accounting for IT services, to information security, supplier, incident, change and release management.

The Benefits of implementing ISO 20000-1