ISO / IEC 20000-1:2011 is the international standard for IT service management. It is an integrated set of management processes that together form a service management system, allowing an organization to deliver services for various types of business and customers.

The standard also provides an enabling framework for an organization to prove its excellence and best practices in managing IT services, facilitating access to a system that involves ongoing improvements to the IT services it provides.

The ISO / IEC 20000-1 standard is structured in three parts, namely:
  • the requirements of a service management system;
  • application guide for the service management system, including best practices for service management processes;
  • guidance on defining the scope and applicability of the first part of the standard.

Getting an ISO / IEC 20000-1 certification comes with multiple benefits for both organizations and those who want to go through the three levels of certification specific to this standard.