ISO 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 20000 consists of several parts:
ISO 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 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 20000-1.
ISO TR 20000-3 (Part 3) contains guidance on scope definition and applicability of Part 1. Various other parts supplement these three with guidance and information on specific aspects and uses of the standard.