ISO/IEC 20000 is the international standard for service management. It can be used by organizations of all sizes, public and private, for IT and non-IT services. The latest edition, ISO/IEC 20000-1:2018 Service management system requirements, was published in September 2018. This replaces the 2011 edition. It specifies the requirements for “establishing, implementing, maintaining and continually improving a service management system (SMS).
An SMS supports the management of the service lifecycle, including the planning, design, transition, delivery and improvement of services, which meet agreed requirements and deliver value for customers, users and the organization delivering the services.”. The 2018 version (ISO/IEC 20000-1:2018) comprises ten sections, following the high-level structure from Annex SL of the Consolidated ISO/IEC Directives, Part 1.