ISO/IEC 20000-1:2011 is a service management system (SMS) standard. It identifies necessities for the service supplier to plan, establish, implement, operate, observe, review, maintain and get better an SMS. The necessities include the design, transition, delivery and development of services to fulfill agreed service needs.
The purpose of ISO IEC 20000-1 is to show IT service suppliers how to establish a service management system (SMS). A SMS is a set of interrelated or interacting elements that service providers use to straight and control their service management activities. These elements include all of the policies, objectives, processes, procedures, documents, and resources that service suppliers require in order to direct and control how services are planned, designed, implemented, deployed, delivered, monitored, measured, reviewed, maintained, and enhanced.
ISO IEC 20000-1 can be used by any service provider to explain that it is able of meeting its customers’ unique service necessities. It can be used by any service provider to demonstrate that it is capable of designing, delivering, and humanizing its services. Service providers can also use it to monitor, measure, audit, and review their service management practices, processes, policies, and procedures.