ISO 20000-1

Information technology — Service management — Part 1: Service management system requirements

Information Technology services. Implementing an SMS based on ISO 20000-1 will help the organisation mange the life-cycle of a service delivery, including the design phase, planning of service, the delivery, change management and continual improvement to meet and exceed customers and stakeholders’ expectations.

This standard can be used by any organisation of any size seeking to build trust in its operations and service delivery, and by customers and stakeholders requiring assurance regarding the quality of services delivered.

ISO 20000-1 provides organisations with a specification for developing robust managed IT services and to demonstrate quality and control to stakeholders and customers. Developing and implementing a service management system in accordance with ISO 20000-1 supports and enhances ITIL practices in organisations, and ensures that the organisation’s IT service management processes are aligned with business needs and international best practices.


Achieving ISO 20000-1 Service Management System certification will help your organisation:

  • Build trust with stakeholders and customers that the organisation is capable of delivering quality IT services.
  • Demonstrate reliability and quality of IT services.
  • Gain competitive advantage and get preferred status and access to markets valuing this certification, such as public sector and global enterprises.
  • Assuring customers that their service requirements will be fulfilled.
  • Establish a framework for monitoring and improving IT service delivery processes.
  • Leverage a benchmark for IT governance that integrates with global IT standards, such as ITIL.