IT Service Management System (ITSM) ISO/IEC 20000-1:2011

ISO/IEC 20000-1:2011, is the International IT Service Management (ITSM) standard that enables IT organizations to ensure that their ITSM processes are aligned both with the needs of the business and with international best practice. ITSM helps organizations to plan, establish, implement, operate, monitor, review, maintain and improve service management system.


IT Service Management System (ITSMS) is defined as a process-based practice intended to align the delivery of information technology (IT) services with needs of the business, which emphasizes benefits to customers. While the process at its core concerns technology, this focus on the client is key. 

The standard describes a set of management processes designed to help organizations deliver more effective IT services. ISO/IEC 20000-1:2011 gives you the methodology and the framework to help organizations manage ITSM.


  • Gives access to key markets as it is accepted by a majority of countries worldwide.
  • Provides methodology and the framework to help you manage your ITSM.
  • Gain a competitive advantage through increased efficiency and effectiveness due to more reliable IT services.
  • Provides assurance to clients that their service requirements will be fulfilled through efficient IT systems.


  • Delivery of improved IT services
  • ISO/IEC 20000-1:2011 creates the solid framework of best practice that helps support innovation.
  • Emphasizes regular review so that processes stay up to date.
  • Provides a structured framework for IT management objectives.