ISO/IEC 20000-1:2011

ISO/IEC 20000-1:2011 is a certifiable international standard for setting requirements for the design, transition, delivery and improvements of services and establishment of a Service Management System (SMS). By establishing an effective and mature service management system, organizations can ensure the following:

  • Effective service delivery
  • Customer satisfaction
  • Proper capacity planning
  • Better understanding of service requirements
  • Proactive identification of incidents and problems
  • Establishment of service level agreements