Information technology - Service management - Part 1: Service management system requirements
AbstractISO/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. ISO/IEC 20000-1:2011 can be used by: - 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.
|Publication type||International Standard|
|Available language(s)||English, French|
|TC/SC||ISO/IEC JTC 1/SC 40 - IT Service Management and IT Governancerss|
|ICS||03.080.99 - Other services|
35.020 - Information technology (IT) in general
|File size||950 KB|
Share your publications
Learn how to share your publications with your colleagues, using networking options.
Our prices are in Swiss francs (CHF). The following credit cards are accepted: American express, Mastercard and Visa. Request a pro forma to pay by bank transfer.
Keep in touch
Keep up to date with new publication releases and announcements with our free IEC Just Published email newsletter.
Contact customer services
Please send your enquiry by email or call us on +41 22 919 02 11 between 09:00 – 17:00 CET Monday to Friday.