ISO 20000

ISO/IEC 20000 is the international standard specifically for IT Service Management. It describes an integrated set of management processes which form a service management system for the effective delivery of services to the business and its customers.

ISO/IEC 20000 is aligned with and complementary to the process approach defined within ITIL.

ISO/IEC 20000 consists of several parts:

ISO/IEC 20000-1:2011 (Part 1) is the formal specification and defines the requirements for a service management system. The scope includes:

General requirements for a service management system

Design and transition of new or changed services

  • Service delivery process
  • Relationship processes
  • Resolution processes
  • Control processes

ISO/IEC 20000-2:2012 (Part 2) Provides guidance on the application of service management systems, including best practices for service management processes within the scope of ISO/IEC 20000-1.

ISO/IEC TR 20000-3 (Part 3) contains guidance on scope definition and applicability of Part 1.

Knowledge Peak offers accredited ISO/IEC 20000 certification training.