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Name of the standard ISO 20000-1:2011 – Service management systems – Requirements Brief Description ISO 20000-1 is one of the globally accepted and a popular international standard published by ISO. First published in 2005, today it is in its second edition. The ISO 20000-1:2011 standard is aligned to the Version 3 of the popular ITIL (Information Technology Information Library) framework. While an ITIL framework describes the good practices of IT Service Management, ISO 20000-1 standard prescribes the criteria for a service management system that a service provider may want to build (please note that ISO 20000-1 is not limited only to IT service provider). Any type of service providing organization can refer to these criteria and develop its own service management system. Once all applicable criteria are addressed, the organization can get this service management system certified from a third party certification body. Most organizations develop a service management system because – There is a need to assure their customers that the organization has the capability to deliver services that meet the customers as well as legal requirements. A certification to ISO 20000-1 will provide that confidence to the organization’s customers. The organizations need to keep on improving internally so that they are able to achieve customer satisfaction. An application of ISO 9001 offers a set of 13 processes categorized into 4 service management process areas to the organization where continual improvement of services is established thereby giving the customers a consistent as well as an ever enhancing experience in terms of the service delivery. ISO 20000-1 helps the organizations build a strong customer focus and ensures consistent top management commitment. It also brings in a process approach wherein all processes in the system are managed for building efficiencies and effectiveness.

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