ISO/IEC 20000 is an Information Technology Service Management (ITSM) the first worldwide international standard for IT service management. It was developed in 2005, by ISO/IEC JTC1 SC7 and revised in 2011. It is based on and intended to supersede the earlier BS 15000 that was developed by BSI Group. Formally: ISO/IEC 20000-1:2011 (‘part 1’) includes “the design, transition, delivery and improvement of services that fulfill service requirements and provide value for both the customer and the service provider
This part of ISO/IEC 20000 requires an integrated process approach when the service provider plans, establishes, implements, operates, monitors, review, maintains and improves a service management system (SMS). ISO/IEC 20000 is an international IT standard that allows companies to demonstrate excellence and prove best practice in IT management. The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services. The adoption of ISO/IEC 20000 has grown quite rapidly in the international arena of IT service providers and it has become a competitive differentiator for delivery of IT services. ISO/IEC 20000 is aligned with and complementary to the process approach defined within ITIL from the Office of Government Commerce (OGC).