2. Store
  3. Standards catalogue
  4. ICS
  5. 35
  6. 35.020
  7. ISO/IEC 20000-1:2011

ISO/IEC 20000-1:2011

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

ISO/IEC 20000-1:2011 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 fulfil agreed service requirements.

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.


General information

  • Status :  Withdrawn
    Publication date : 2011-04
  • Edition : 2
  • Technical Committee
    :
    ISO/IEC JTC 1/SC 40
    IT Service Management and IT Governance
  • ICS :
    35.020
    Information technology (IT) in general
    03.080.99
    Other services

Life cycle

A standard is reviewed every 5 years



Revisions / Corrigenda

You may be interested in:

Service Birmingham delivers value with service management
Service Birmingham reduced costs and improved efficiency, agility and customer satisfaction, all in the effort to respond to public-sector pressures to “do more with less” while maintaining excellent service quality. This was made possible thanks to the implementation of ISO/IEC 20000 for service management.
By Prof. Edward J. Humphreys on
The new cyber warfare
Cyber threats continue to plague governments and businesses around the world. These threats are on the rise as cyber criminals increase their focus and know-how. The problem demands an international solution. ISO/IEC 27001 provides a management framework for assessing and treating risks, whether cyber-oriented...
By Katie Bird on
New version of ISO/IEC 27001 to better tackle IT security risks
ISO/IEC 27001, the popular information security management system standard is being revised, with the new version set to be published in October 2013.

Got a question?

Check out our FAQs

Customer care
+41 22 749 08 88

Opening hours:
Monday to Friday - 09:00-12:00, 14:00-17:00 (UTC+1)

Keep up to date with ISO

Sign up to our newsletter for the latest news, views and product information

Subscribe

  2. Store
  3. Standards catalogue
  4. ICS
  5. 35
  6. 35.020
  7. ISO/IEC 20000-1:2011