ISO 20000 Information Technology Service Management System

ISO 20000 Information Technology Service Management System

The ISO 20000 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 service requirements.


  • Better alignment of IT Services and the businesses
  • Improving corporate image and credibility
  • Adoption of an integrated process to the delivery of IT services
  • Reduction of incidents and improved incident management