Service Management Systems incorporate all or most aspects of a service-oriented organization. They demonstrate the ability to deliver effective services relating to configuration management and change management and process is covering incident and problem management. They provide a proven framework for the establishment, maintenance and continuous improvement of internal quality processes and other processes
A worldwide standard specifically aimed at IT Service Management. It details an integrated set of management processes for the effective delivery of services to the business and its customers. The standard complements the process approach defined within ITIL from the Office of Government Commerce (OGC).
ISO/IEC 20000 consists of two parts:
ISO/IEC 20000-1:2011 is the formal Specification and defines the requirements for an organization to deliver managed services of an acceptable quality for its customers.
ISO/IEC 20000-2:2011 is the Code of Practice and describes the best practices for Service Management processes within the scope of ISO/IEC 20000-1. This will be of particular use to organizations preparing to be audited against ISO/IEC 20000 or planning service improvements.