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ISO/IEC 20000 for IT Service Management


IT Service Management (ITSM) refers to the implementation and management of quality

information technology services. Design, delivery and improvement of services that fulfill

customer requirements have become very important for IT providers.


ISO/IEC 20000 is the international standard specifically for IT Service Management. It describes an integrated set of management processes which form a service management system for the effective delivery of services to the business and its customers.


ISO/IEC 20000 is aligned with and complementary to the process approach defined within ITIL


ISO/IEC 20000 consists of several parts:


ISO/IEC 20000-1:2011 (Part 1) is the formal specification and defines the requirements for a service management system. The scope includes:


  • General requirements for a service management system

  • Design and transition of new or changed services

  • Service delivery process

  • Relationship processes

  • Resolution processes

  • Control processes


  • ISO/IEC 20000-2:2012 (Part 2) Provides guidance on the application of service management systems, including best practices for service management processes within the scope of ISO/IEC 20000-1.


  • ISO/IEC TR 20000-3 (Part 3) contains guidance on scope definition and applicability of Part 1.


Various other parts supplement these three with guidance and information on specific aspects and uses of the standard.

ISO/IEC 20000 Courses

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