Demonstrating Excellence and Proving Best Practice in IT Service Management with ISO/IEC 20000

ISO/IEC 20000-1 IT service management system (ITSMS) is an international standard that allows organizations to demonstrate excellence and prove best practice in IT service management.

This standard provides a set of requirements for managing all parties, internal and external, and those services needed to achieve both business and client needs. It also helps an organization to continually improve the delivery of IT services and to align them with the ITIL® best practice framework.

ISO/IEC 20000-1 is the benchmarking standard against which all IT service management processes are judged. It has been seven years since the standard was last reviewed and revised by ISO/IEC JTC1/SC40. The new version was released in September 2018. Changes in ISO/IEC 20000-1:2018 align it with the high level structure and common core texts and definitions commonly adopted by other ISO management system standards, such as ISO 9001:2015 and ISO/IEC 27001:2013.

This document summarizes the key changes between the new ISO/IEC 20000-1:2018 and its predecessor ISO/IEC 20000-1:2011, and offers guidance for transition planning.