ISO/IEC 20000-1:2011 includes "the design, transition, delivery and improvement of services that fulfill service requirements and provide value for both the customer and the service provider. This part of ISO/IEC 20000 requires an integrated process approach when the service provider plans, establishes, implements, operates, monitors, reviews, maintains and improves a service management system (SMS). The 2011 version (ISO/IEC 20000-1:2011) comprises nine sections: