ISO/IEC 20000:2011 describes the requirements for establishing, implementing, operating, monitoring, reviewing, maintaining and improving a Standard Service Management System (SMS).
The requirements characterize the processes of design, transition, delivery and improvement of services.

The standard can be applied by:

• An organization seeking services from suppliers to ensure that its services meet the requirements of the standard;
• An organization that requires a consistent approach from all service providers, including those in the supply chain;
• A service provider that intends to demonstrate its capabilities for service design, transition, delivery and improvement;
• A service provider that monitors, measures and reviews its management processes and services;
• A service provider who wants to improve the design, transition, delivery and improvement of services through the implementation and effective application of SMS.

Thanks to the certification of an independent third party body, the company gives credibility to the commitments made with its customers and stakeholders.