ISO IEC 20000
ISO IEC 20000-1 is an IT service management standard. The official name of this standard is ISO/IEC 20000-1:2011. Information technology – Service management – Part 1: Service management system requirements. ISO IEC 20000-1 can be used by any information technology service provider to show that it is capable of meeting its customers’ unique service requirements. Meeting the requirments of this standard demonstrates that the IT service provider is capable of designing, delivering, and improving its services.
A Information Technology Services Management System is a set of interrelated or interacting elements that service providers use to direct and control their service management activities. These elements include all of the policies, objectives, processes, procedures, documents, and resources that service providers need in order to direct and control how services are planned, designed, implemented, deployed, delivered, monitored, measured, reviewed, maintained, and improved.