Service management

Service management in the IT sector is based on a set of integrated processes that underpin core business procedures by linking infrastructure management with business needs. The BS ISO/IEC 20000 series applies to organizations of all sizes, enabling them to understand how to enhance the quality of service delivered to their internal and external customers. Read more...

Key standards for managing IT services (ITSM)

BS ISO/IEC 20000-1:2011BS ISO/IEC 20000-1:2011
Information technology. Service management. Service management system requirements


BS ISO/IEC 20000-2:2005BS ISO/IEC 20000-2:2012
Information technology. Service management. Code of practice



BS ISO/IEC 27031:2011

Information and communications technology continuity management. Code of practice


BS ISO/IEC 20000 series upcoming revisions and new publications


  • Part 2, 2012: Guidance on the application of SMS
  • Part 3, 2012: Guidance on scope definition and applicability
  • Part 5, 2013: Exemplar implementation plan for
    ISO/IEC 20000-1
  • Part 6, 2017: Requirements for bodies providing audit and certification of service management systems
  • Part 7 new: The integration  of 20000-1 with 9001 and 27001
  • Part 11, 2015: Mapping to ITIL 
  • Part 12, 2016: Mapping to CMMi-SVC 
  • Part 13 new: Mapping to COBIT
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