Outlines the purpose of ISO/IEC 20000-1, its alignment with other ISO management standards, and how it provides a framework for establishing a robust Service Management System (SMS).

Defines the applicability of the standard – covering IT-enabled services provided to customers, whether internal or external. The scope sets boundaries for certification, clarifying which parts of the organisation and which services are included.

Lists supporting documents and standards referenced in ISO/IEC 20000-1. This ensures consistency of terminology and interpretation across the industry.

Establishes standardised terminology used throughout ISO/IEC 20000-1. Clear definitions avoid misinterpretation of requirements.

Requires organisations to understand internal and external factors that influence ITSM, including:

• Business objectives and strategy.
• Regulatory and compliance requirements.
• Stakeholders and interested parties.
• Service management scope and boundaries.

Emphasises the role of top management in driving ITSM success. Key requirements include:

• Assigning roles and responsibilities.
• Establishing and communicating the ITSM policy.
• Ensuring commitment, resources, and accountability.

Focuses on proactive planning for service management, covering:

• Risk identification and treatment.
• Setting service management objectives.
• Planning for changes to services or processes.

Defines the resources needed to operate the Service Management System, including:

• Competence and training.
• Awareness and communication.
• Documented information and knowledge management.

The heart of the standard: managing the service lifecycle and ensuring effective processes. This includes:

• Service delivery management.
• Incident, problem, and change management.
• Configuration and asset control.
• Supplier management and service continuity.

Requires organisations to measure and monitor service performance, conduct internal audits, and hold regular management reviews. The goal is to ensure ITSM remains effective and aligned with business needs.

Drives continual service improvement by addressing:

• Nonconformities and corrective actions.
• Identifying opportunities for service enhancements.
• Embedding a culture of continual improvement.