ISO 20000:2011 on IT Service Management

The standard is the globally accepted standard for IT Service Management by the International Organization for Standardization. The certification provides an assurance level to the stakeholders within as well as outside the organization about the quality of IT service received is certified to be at par with the satisfactory levels.

The standard comprises to two sections:
ISO/IEC 20000-1, the part describes the requirements and framework for establishing an IT service management system, whereas,

ISO/IEC 20000-2, outlines the best practices laid down for the organization.


  1. Since the quality level of service provided is optimized, the organization gains a competitive advantage as it is able to garner the goodwill of the customers.
  2. As the perceived customer service levels are maintained consistently, it improves the brand image.
  3. The standard guides the organization through effective service guidelines and improvement techniques for the process which helps in reduce costs and save time.
  4. These effective and efficient processes and services minimize risks, since the preventive actions have been acknowledged.