ISO 20000 IT service management standard BS ISO/IEC 20000-1:2011

BS ISO/IEC 20000-1:2011

Information technology. Service management. Service management system requirements

Status : Superseded, Withdrawn   Published : May 2011 Replaced By : BS ISO/IEC 20000-1:2018

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What is BS ISO/IEC 20000-1:2011?

To meet their constantly evolving business needs, organizations have to adopt increasingly advanced facilities at the minimum cost. But with a spike in their dependency on support services and a diverse range of technologies, including computers and computer networks, they spend too little time planning, training, reviewing and working with customers. ISO 20000-1 is the specification for Service Management designed to improve management operations and techniques. These best practice requirements were developed to enhance the initiation, implementation and maintenance of IT service management in any organization.

How does it work?

ISO 20000 helps service providers to understand how to boost the quality of their services to all customers – including staff members. This standard shares practical solutions to processes that can be implemented by any organization, regardless of its size or structure. The requirements set out in ISO 20000 apply to both large and small service providers and help them to deliver the best possible services to meet their customers’ needs.

Who should buy it?

  • IT managers
  • IT directors
  • Consultants or managers responsible for Service Management
  • Line managers
  • Regulatory bodies

Why BSI?

We are global, we’re independent and we’re a trusted service provider to 80,000 businesses. We operate in 147 countries and are the number one certification body in the UK and US. We created 85% of our portfolio because we know standards and we know your business. We’re leaders and we can make you one too.  


Available to buy:

BIP 0015:2012

BIP 0015:2012. IT Service Management Self-Assessment Workbook
Jenny Dugmore



Introduction to ISO/IEC 20000 Series. IT Service Management
Jenny Dugmore and Shirley Lacey



ITSM for Small IT Teams
Adam Poppleton and and Ken Holmes



A Guide to the new ISO/IEC 20000-1. The differences between the 2005 and the 2011 editions
Lynda Cooper



A Manager’s Guide to Service Management. 6th editionA Manager’s Guide to Service Management. 6th edition
Jenny Dugmore and Shirley Lacey



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Standard NumberBS ISO/IEC 20000-1:2011
TitleInformation technology. Service management. Service management system requirements
StatusSuperseded, Withdrawn
Publication Date31 May 2011
Withdrawn Date17 September 2018
Normative References(Required to achieve compliance to this standard)ISO/IEC 20000-2
Informative References(Provided for Information)ISO 10002, ISO/IEC 19770-1, ISO/IEC 27000:2009, ISO 19011, ISO/IEC 15504-3, ISO/IEC 15504-2, ISO/IEC 15504-1, ISO 10007, ISO/IEC 27001, ISO/IEC TR 20000-4, ISO/IEC TR 20000-5, ISO/IEC/IEEE 24765:2010, ISO 9000:2005, ISO/IEC 15288, ISO/IEC TR 20000-3, ISO/IEC 27005, ISO 9001, ISO/IEC 20000-2:2005, ISO/IEC 19770-1:2017, ISO 31000:2018, ISO 9004:2000
Replaced ByBS ISO/IEC 20000-1:2018
ReplacesBS ISO/IEC 20000-1:2005
International RelationshipsISO/IEC 20000-1:2011
Draft Superseded By09/30184534 DC
DescriptorsManagement techniques, Management operations, Management, Computer networks, Data processing, Computers
Title in FrenchTechnologies de l'information. Gestion des services. Exigences du système de gestion des services
Title in GermanInformationstechnik. Service Management. Spezifikation für Service Management
ISBN978 0 580 63607 3
File Size0.9775 MB

*To ask about withdrawn titles contact the
Customer Relations, +44 345 086 9001
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