SO/IEC 20000-1

Information technology — Service management

Service Management System (SMS) is applied to the activities performed to design, plan, provide, operate, and control IT services performed by an organization. ISO/IEC 20000-1 is the first international standard applicable to these types, established in 2005 and has been revised twice in 2011 and 2018.

ISO/IEC 20000-1 includes service planning, design, transformation, delivery and improvement to meet service requirements and deliver value.

The Importance of ISO/IEC 20000-1

Organizations can achieve the following effects through ISO/IEC 20000-1 certification.

1. Improvement of service quality
2. Maintain a consistent level of service quality
3. Demonstrate ability to plan, design, transform, deliver and improve services
4. Monitoring, measurement and review of SMS and service
5. Service commercialization, service integration, supplier management by company, customer service value determination