ISO/IEC 20000 is the international standard for service management. Part 1 of the ISO/IEC 20000 standard lays out a specification for a service management system (SMS). Part 2 provides guidance on SMS implementation.
It focused around IT servicemanagement. Certification to ISO 20000-1 ensures that yourday-to-day service delivery is carried out in a way that drivescustomer satisfaction through improved service.
Organizations seeking to become certified against ISO 20000 must fulfill certain requirements, as outlined in ISO/IEC 20000:2011, Part 1: Service Management System Requirements - these are the mandatory requirements which must be fulfilled by organizations in order to be compliant with the standard
ISO 20000 promotes the "adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements".
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