ISO 20000 IT service management standard BS ISO/IEC 20000-1:2011
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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Status : Superseded, Withdrawn   Published : May 2011 Replaced By : BS ISO/IEC 20000-1:2018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?

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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StatusSuperseded, Withdrawn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Withdrawn Date17 September 2018
Cross ReferencesISO/IEC 20000-2:2005, ISO/IEC TR 20000-3, ISO/IEC TR 20000-4, ISO/IEC TR 20000-5, ISO 9000:2005, ISO 9001, ISO 9004:2000, ISO 10002, ISO 10007, ISO/IEC 15288, ISO/IEC 15504-1, ISO/IEC 15504-2, ISO/IEC 15504-3, ISO 19011, ISO/IEC 19770-1, ISO/IEC/IEEE 24765:2010, ISO/IEC 27000:2009, ISO/IEC 27001, ISO/IEC 27005, ISO 31000
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Draft Superseded By09/30184534 DC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
BSI Customer Services, +44 345 086 9001
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