ISO 20000-1: IT Service Management Systems

ISO 20000-1:IT Service Management Systems

What is a Service Management Framework

Service management frameworks, also known as Information Technology Service Management (ITSM) frameworks, are sets of different practices and processes that organisations refer to when implementing, managing, and changing their IT services. The purpose of these systems is to streamline and structure different processes for multiple services, making introducing new technology or adapting existing systems seamless.

ISO/IEC 20000-1 is the internationally recognised framework that specifies the requirements for an organisation to establish, implement, maintain, and continually improve an IT Service Management System (SMS).

Here’s a summary of its key aspects:

  • Scope: The standard applies to any organisation that manages and delivers services to customers. This could be a part of a larger organisation or a standalone service provider.
  • Requirements: The standard outlines requirements for planning, design, transition, delivery, and improvement of services to meet service requirements and deliver value. It also includes monitoring, measuring, and reviewing the SMS.
  • Usage: The standard can be used by customers seeking assurance about the quality of services, organisations demonstrating their service management capability, and organisations aiming to improve their services through an effective SMS. It can also be used by parties performing conformity assessments against the requirements specified in the document.
  • Service Management and Delivery Trends: The standard has evolved to accommodate changing trends in service management and delivery. It focuses on what to do, not how to do it, making it compatible with different methods such as ITIL, DevOps, Agile, Lean, SIAM, VeriSM.


Commonly associated with IT services, facilities management and business services, both large and small, this standard can be adapted to suit any business in any sector.

It supports organisations by improving service management, enabling organisations to save time and resources by understanding demand and capacity, building client and supplier relationships while continually seeking to improve through the plan-do-check-act cycle.

Ley Hill Solutions’ Expertise

Jaimie Lithgow, Business Manager and Consultant at Ley Hill Solutions, is a qualified Lead Auditor for ISO 20000-1:2018 and sits on the BSI committee that reviews upcoming changes to the standard. The committee as a whole is responsible for reviewing changes and supplemental guidance documents and feeding back any comments for consideration before global issue.

Please get in touch if you would like to know more about implementing ISO/IEC 20000-1 in your organisation.

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