IT Service Management

ISO/IEC 20000-1:2011 is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS.

Key Capabilities

Alignment of IT services with business priorities

Improved reliability and availability of IT systems

Efficient incident response and problem management

Transparent service level management (SLMs)

Culture of service excellence and continuous feedback

The standard ensures that our IT service management processes are aligned both with the needs of the business and with international best practices. It covers service delivery and relationship processes, as well as resolution, control, and release processes.

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