ISO/IEC 20000 is recognized as the first international standard for IT service management, which states the requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain, and improve an SMS. The standard includes two main parts which enable IT service providers to identify methods to develop the quality of the services they deliver to their clients, both internally and externally whereby,

- Part 1 specifies the requirements for developing and implementing an IT Service Management System and;

- Part 2 includes guidance on the application of service management systems within the scope of ISO/IEC 20000-1.

Benefits of ISO/IEC 20000 IT service management:

• Improved credibility.
• Increased client satisfaction.
• Increased comprehension of business objectives.
• Improved brand reputation.
• Development of new capabilities.
• Leveraged ITIL experience.
• Increased ability to plan and control.
• Reducing response time.
• Decreased incidents.
• Creates a culture of continuous improvement.
• Gain competitive advantage.