ISO/IEC 20000 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers.

ISO/IEC 20000 is aligned with and complementary to the process approach defined within ITIL® from the Office of Government Commerce (OGC).

ISO/IEC 20000 consists of two parts:

ISO/IEC 20000-1:2005 is the formal specification and defines the requirements for an organization to deliver managed services of an acceptable quality for its customers. The scope includes:

• Requirements for a management system
• Planning and implementing service management
• Planning and implementing new or changed services
• Service delivery process
• Relationship processes
• Resolution processes
• Control processes
• Release processes.

ISO/IEC 20000-2:2005 is the Code of Practice and describes the best practices for Service Management processes within the scope of ISO/IEC 20000-1. The code of Practice will be of particular use to organizations preparing to be audited against ISO/IEC 20000 or planning service improvements.

Certification Scheme

The ISO/IEC 20000 IT Service Management Certification Scheme was initially created by itSMF and is now owned and operated by The APM Group Ltd. Organizations seeking recognition of the quality of their IT processes against the ISO/IEC 20000 standard can achieve organizational certification through our scheme.

Registered Certification Bodies

Organizations seeking certification are assessed by one of our authorised Registered Certification Bodies (RCBs). RCBs are granted permission to operate by APM Group, and may issue certificates bearing the official scheme logos to organizations that successfully meet the requirements of the scheme.