This website uses cookies. View our cookie policy
Select regional store:

ISO/IEC 20000: The International Standard for service management

ISO/IEC 20000 is the international standard that helps IT organisations to align ITSM processes and the business plan, which ensures the best service for the customer and value for the service provider.

ISO 20000 is made up of five parts, which are as follows:

ISO 20000 Part 1

ISO/IEC 20000-1:2011 allows for the specification of requirements for the service management system (SMS). It provides detailed requirements for service providers so that they can strategise, implement, establish, operate, monitor, maintain, design and operate an SMS. The requirements within the Standard include the transition, design, delivery and betterment of services to meet the agreed service requirements. This process is made up of nine sections, which are:

  • Control processes
  • Resolution processes
  • Relationship processes
  • Service delivery processes
  • Design and transition of a new or changed service
  • Terms and conditions
  • Service management system general requirements
  • Scope
  • Normative references


ISO 20000 Part 2

ISO/IEC 20000-2:2012 provides guidelines on the implementation of an SMS that is fully in line with ISO 20000-1. The purpose of this aspect of the Standard is to enable an effective knowledge of the requirements of part 1, which allows for good deployment and use of an SMS.


ISO 20000 Part 3

ISO/IEC 20000-3:2012 gives guidance on the nature and definition of an SMS as well as the applicability of ISO 20000-1, which covers the demonstration of conformity to its requirements. ISO 20000-3 guidance takes the shape of practical examples as well as recommendations for defining the scope of the SMS.


ISO 20000 Part 4

ISO/IEC TR 20000-4:2010 involves detailing the process reference model (PRM), which meets the requirements of ISO/IEC 15504, known as the process assessment standard. The PRM is needed for an SMS to fulfil the requirements of ISO 20000-1.

It is useful for planning service improvement as well as implementing ISO 20000, and might also be useful for those that are advising service providers on how best to achieve the requirements of ISO 20000-1.


ISO 20000 Part 5

ISO/IEC TR 20000-5:2010 gives guidance on implementing an SMS and meeting the requirements of ISO 20000-1. It is useful for those advising service providers on achieving the requirements of ISO 20000.


Advantages of implementing ISO 20000

The main advantage of implementing ISO 20000 as a basis for ITSM is that it gives a planned template for service benchmarking and improvement, as well as allowing independent assessment and external verification of the ability of the organisation to meet the requirements of the customer.

The most frequent uses of ISO 20000 are:

  • To give assurance of the consistency of service provision and delivery
  • To provide quality assurance
  • To give assurance of a service provider’s ability
  • To give assurance of a service provider's ability and intention to review processes and services
  • To implement a best-practice SMS
  • To scrutinise the delivery of managed services and their effectiveness.


Resources for ISO 20000

The Standard

The five parts of ISO 20000 are available in our online store in different formats and combinations.


ISO 20000 toolkits

ITSM, ITIL & ISO/IEC 20000 Implementation Toolkit

This toolkit makes ITSM easier to improve and implement. The toolkit draws from the latest editions of ITIL 2011 and ISO/IEC 20000:2011.

ISO/IEC 20000 Documentation Toolkit

This toolkit provides your organisation with what it needs for the implementation of an SMS that meets the basic documentation requirements of ISO/IEC 20000-1.

It also provides you with the framework you need to achieve ISO 20000 registration and saves you time and money.



ISO/IEC 20000 - A Pocket Guide, Second edition

This book contains introduction to the ISO 20000 Standard, it is considered a handy reference for those working with ISO 20000.

The topics covered include qualification programmes, registration schemes and the relationship between ISO 20000 and other standards, such as ISO 27001. The emphasis of the guide is on ISO 20000’s customer-driven strategy and ensuring your ITSM processes meet the needs of your business.


Let’s get started

Contact us today at and one of our experts will contact you as soon as possible to discuss your ISO 20000 project.