ISO/IEC 20000-1:2018 is an international standard for IT service management that defines requirements for the development, implementation, monitoring, maintenance, and improvement of an IT service management system.

The purpose of managing services is to have a structured way of preparing and performing the activities to deliver services to your customers. A structured way does not necessarily mean a rigid way: you can implement service management and comply with the requirements of ISO/IEC 20000-1 in many ways, using various frameworks and methodologies. You can even use different methodologies for different service types you provide. Implementing service management therefore does not need to be disruptive to your organization: the focus should be on supporting your existing organization by implementing service management practices that are beneficial to yourself, the customer and other stakeholders. These benefits may include:

• Lower operating costs due to greater efficiency;
• Increased customer satisfaction due to an enhanced service experience; and
• Greater ease of operation due to a more standardised way of providing services.