ISO 20000-1:2011 Information Technology – Services Management

ISO/IEC 20000-1:2011 is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil agreed service requirements.

an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;

an organization that requires a consistent approach by all its service providers, including those in a supply chain;

a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;

a service provider to monitor, measure and review its service management processes and services;

a service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;

an assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO/IEC 20000-1:2011.

Eligibility for submitting tenders or proposals for projects.

Identify and respond to customer needs

Deliver services that can meet defined quality levels

Can boost your organisation’s brand reputation and be a useful promotional tool, especially when going up against competitors who aren’t certified

ISO/IEC 20000-1 certification provides objective evidence of compliance to ITIL best practices

For internal IT, ISO 20000-1:2011 certification increases perceived value of IT services

Performance improvements such as:

Reduction of system outage

Reduction of critical incidents

Increased system availability