ISO/IEC 20000-1:2011
ISO/IEC 20000, the international standard for service management, is the first formal worldwide standard, specifically aimed at Information Technology Service Management industries. ISO/IEC 20000 is likely to become a basic business requirement, in the same way as ISO 9001
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.