ISO/IEC 20000-1 is the recognised management-system framework for IT service management. It supports organisations that need dependable service delivery, better control of incidents and changes, and clearer evidence of performance.
- Define service-management roles, controls, and review cycles
- Improve consistency in incident, change, and problem management
- Support customer confidence in managed-service operations
- Strengthen governance around service levels and reporting
- Encourage continual service improvement across the lifecycle