ISO/IEC 20000-1

ISO/IEC 20000-1:2018 is the international standard for IT service management systems (SMS), specifying requirements for planning, delivering, monitoring, and continually improving the IT services an organization provides to internal or external customers. It covers service level management, incident and problem management, capacity and availability management, and change management, using the same high-level management-system structure as ISO/IEC 27001 and ISO 9001. It's pursued mainly by managed service providers, IT outsourcing firms, and SaaS vendors that want to demonstrate mature, auditable service-delivery processes to enterprise customers alongside their security certifications.