ISO/IEC 20000-1

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

The ISO / IEC 20000-1 standard is related to the requirements for the information service management system. It applies to organizations which want to improve their services requiring a consistent approach towards all service providers in the supply chain and which want to demonstrate their ability to provide services in line with customer requirements.
The main benefits of implementation and subsequent certification according to this indicator include:
– guaranteed delivery in accordance with the agreed requirements and levels of service, availability, and productivity
– reduction of operational risk exposure
– compliance with contractual requirements
– demonstration of the quality of IT services
– increased confidence in the services provided to customers and the market


1. Development and implementation in the organization of a system according to the respective ISO standard
2. Conducting an audit establishing the operation of the implemented system
3. Taking a decision on certification based on facts established during the audit