Bulgarian Institute for Standardization
Standards – always a step ahead
Phone: +359 2 8174 523, +359 2 8174 504
E-mail: info@bds-bg.org
1797 Sofia, 13 "Lachezar Stanchev" Str., "Izgrev" Complex
ID number: 175079183, VAT number: BG175079183
Main menu

ISO/IEC 20000-1:2018

Information technology — Service management — Part 1: Service management system requirements

Sep 14, 2018

General information

60.60     Sep 14, 2018

ISO/IEC

ISO/IEC JTC 1/SC 40

International Standard

03.080.99     35.020  

English   French  

Buying

Published

Language in which you want to receive the document

Scope

This document specifies requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS). The requirements specified in this document include the planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value. This document 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 this document;
g) a provider of training or advice in service management.
The term "service" as used in this document refers to the service or services in the scope of the SMS. The term "organization" as used in this document 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. Any use of the terms "service" or "organization" with a different intent is distinguished clearly in this document.

Life cycle

PREVIOUSLY

Revises
ISO/IEC 20000-1:2011

NOW

PUBLISHED
ISO/IEC 20000-1:2018
60.60 Standard published
Sep 14, 2018

National adoptions

Information technology — Service management — Part 1: Service management system requirements

60.60 Standard published

ТК-57 more