ISO 20000-1:2018

The third edition of ISO 20000-1, Information technology – Service management – Part 1: Service management system requirements, has been published.

ISO 20000-1:2018 specifies requirements for an organization to establish, implement, maintain, and continually improve a service management system (SMS). The specified requirements include the planning, design, transition, delivery, and improvement of services to meet the service requirements and deliver value.

ISO 20000-1:2018 can be used by:

a) a customer seeking services and requiring assurance regarding the quality of those services;

b) a customer requiring a consistent approach to the service lifecycle by all its service providers, including those in a supply chain;

c) an organization to demonstrate its capability for the planning, design, transition, delivery, and improvement of services;

d) an organization to monitor, measure, and review its SMS and the services;

e) an organization to improve the planning, design, transition, delivery, and improvement of services through effective implementation and operation of an SMS;

f) an organization or other party performing conformity assessments against the requirements specified in the standard;

g) a provider of training or advice in service management.

The term “service” as used in ISO 20000-1 refers to the service or services in the scope of the SMS. The term “organization” refers to the organization in the scope of the SMS that manages and delivers services to customers.

The organization in the scope of the SMS can be part of a larger organization, for example, a department of a large corporation. An organization, or part of an organization, that manages and delivers a service or services to internal or external customers can also be known as a service provider.

The 31-page ISO 20000-1:2018 can be ordered at this ISO web page for about $138.

The standard can be ordered at this ANSI web page for $162.00 or a member price of $129.60.