ISO 20000

ISO/IEC 20001 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers.

ISO/IEC 20001 is aligned with and complementary to the process approach defined within ITIL from the Office of Government Commerce (OGC).

ISO/IEC 20001 is the formal Specification and defines the requirements for an organisation to deliver managed services of an acceptable quality for its customers.

The scope includes:

• Requirements for a management system;
• Planning and implementing service management;
• Planning and implementing new or changed services;
• Service delivery process;
• Relationship processes;
• Resolution processes;
• Control processes; and
• Release processes.