IT Service Management System

ISO/IEC 20000-1:2018 is the international standard for service management systems (SMS). It specifies the requirements for an SMS to plan, design, transition, deliver, and improve services to meet agreed service requirements.

The standard aligns closely with ITIL and other service management frameworks while providing the auditable management-system structure that customers and enterprise procurement expect from certified service providers.

• Managed service providers (MSPs)
• SaaS and cloud service providers
• Hosting, infrastructure, and platform providers
• IT outsourcing and remote-management firms
• Internal IT departments serving the business
• Help-desk, support, and field-service operations

• Service portfolio & relationships — service catalog, business relationship, supplier management.
• Service delivery — service level management, service reporting, service continuity, availability, capacity, demand management.
• Resolution — incident, problem, and service-request management.
• Control — configuration management, change management, release and deployment management, information security.
• Performance evaluation — monitoring, internal audit, management review.
• Improvement — nonconformity, corrective action, continual improvement of the SMS and services.

Most modern IT service providers benefit from running ISO 20000-1 alongside ISO/IEC 27001 — service management plus information security under a single integrated management system. We commonly run combined certification engagements for MSPs and SaaS providers.

Most ISO 20000-1 engagements complete in 8–12 weeks.