ISO 20000:2005 (IT service management)

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:

• 1. Scope
• 2. Normative references
• 3. Terms and definitions
• 4. Service management system general requirements
• 5. Design and transition of new or changed services
• 6. Service delivery processes
• 7. Relationship processes
• 8. Resolution processes
• 9. Control processes