ISO/IEC 20000-1:2018Information Technology Service Management

ISO/IEC 20000 details the criteria for organizations to create, execute, sustain, and enhance a service management system (SMS) that centers on the planning, design, transition, delivery, and improvement of services to meet customer needs and deliver value. It caters to a range of stakeholders, including customers seeking quality assurance, organizations showcasing service capabilities, entities performing conformity assessments, and providers of service management training. The document defines “service” as the specific service covered by the SMS and clarifies “organization” as the entity overseeing and providing services to customers, underscoring the necessity of precise differentiation when utilizing these terms beyond their designated meanings within the SMS framework.