ISO IEC 20000-1:2011

ISO IEC 20000-1:2011


ISO/IEC 20000 was released in 2005 based on the IT infrastructure library best practice framework, and updated in 2011. 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 20000-1 is the specification for Service Management designed to improve management operations and techniques. These best practice requirements were developed to enhance the initiation, implementation and maintenance of IT service management in any organization. to meet their constantly evolving business needs, organizations have to adopt increasingly advanced facilities at the minimum cost. But with a spike in their dependency on support services and a diverse range of technologies, including computers and computer networks, they spend too little time planning, training, reviewing and working with customers.


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.

Benifite Of Organigation:-

Ensure that organizations focus on the implementation of a set of integrated processes and solutions that are appropriate, suitable and effective in meeting the needs of the business processes, the customers and the users they serve.

Establish an on-going culture of continual improvement and learning within an organization, providing a target to achieve and maintain. This leads to continual improvement in the quality of IT services provided and increased business and customer confidence in the service provider and their ability to deliver.

Enable organizations to internally assess their processes and activities against international standards as a method of identifying and implementing improvements.

Increase the rate of change and the productivity of staff and the use of their skills and expertise. This in turn leads to reduced long-term costs and a reduced risk of being unable to meet business objectives.

Enable organizations to adopt a structured approach to service management based on best practice guidance, allowing them to better understand their business and their needs, their roles and their processes. This leads to an improved reputation, relationships, inter-working and communication with their business and customer contacts.

To be independently, externally audited for compliance using a scheme and standard that is internationally recognized and respecte