ISO/IEC 20000:2011

ISO/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.

ISO/IEC 20000-1 (formerly BS15000) is the international standard specifically for IT service management system. The standard identify and manage key processes related to the efficient delivery of information technology services to meet the business needs of customers.