ISO/IEC 20000-1:2018 

Information technology - Service management - Part 1: Service management system requirements

CHF 

Do you need a multi-user copy?

CHF 

Preview

Abstract

ISO/IEC 20000-1:2018 This document specifies requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS). The requirements specified in this document include the planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value. This document can be used by:
a) a customer seeking services and requiring assurance regarding the quality of those services;
b) a customer requiring a consistent approach to the service lifecycle by all its service providers, including those in a supply chain;
c) an organization to demonstrate its capability for the planning, design, transition, delivery and improvement of services;
d) an organization to monitor, measure and review its SMS and the services;
e) an organization to improve the planning, design, transition, delivery and improvement of services through effective implementation and operation of an SMS;
f) an organization or other party performing conformity assessments against the requirements specified in this document;
g) a provider of training or advice in service management.
The term "service" as used in this document refers to the service or services in the scope of the SMS. The term "organization" as used in this document refers to the organization in the scope of the SMS that manages and delivers services to customers. The organization in the scope of the SMS can be part of a larger organization, for example, a department of a large corporation. An organization or part of an organization that manages and delivers a service or services to internal or external customers can also be known as a service provider. Any use of the terms "service" or "organization" with a different intent is distinguished clearly in this document.

Look inside


Additional information

Publication typeInternational Standard
Publication date2018-09-14
Edition3.0
Available language(s)English, French
TC/SCISO/IEC JTC 1/SC 40 - IT Service Management and IT Governancerss
ICS35.020 - Information technology (IT) in general
03.080.99 - Other services
Pages31
File size2506 KB

The following test report forms are related:



Share your publications

Learn how to share your publications with your colleagues, using networking options.

Payment information

Our prices are in Swiss francs (CHF). We accept all major credit cards (American Express, Mastercard and Visa), PayPal and bank transfers as form of payment.


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.