IEEE 20000-1-2013
1:2011, Information technology -- Service management -- Part 1: Service management system requirements
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About This Item
20000-1-2013 is an English-language standard for information technology service management, focused on service management system requirements. It helps define what an organization should have in place to plan, operate, monitor, and improve IT services in a controlled way. In practical terms, the document supports consistent service delivery, clearer responsibilities, and a more structured approach to managing service quality across computing and processing environments.
Overview of 20000-1-2013
This standard sets out requirements for a service management system, making it relevant to organizations that manage IT-enabled services and supporting processes. The subtitle, Service management system requirements, points to a requirements-based document rather than guidance alone. For teams working with infrastructure, applications, or shared technical services, 20000-1-2013 provides a framework that can support service governance, documented procedures, and repeatable operational control within complex technical environments.
Typical use cases
20000-1-2013 is commonly used when organizations need a formal basis for managing service delivery in computing and processing operations. It may support internal IT departments, managed service providers, and technical support teams that handle incident response, change control, service reporting, and customer-facing service commitments. The standard is also useful where service performance needs to be defined and reviewed against documented requirements across interconnected systems, components, and operational workflows.
Why it matters
As an inactive standard, 20000-1-2013 may still be relevant for legacy compliance reviews, procurement records, or archived technical references. Its value lies in helping organizations describe service management requirements in a structured, auditable way. That can reduce ambiguity during implementation, testing, and supplier evaluation, while also supporting consistency in service operations. For teams responsible for technical services, it offers a clear reference point for control, accountability, and risk reduction.
- Service management system requirements
- IT service delivery and control
- Documented operational processes
- Performance review and consistency
- Legacy compliance reference
- Publication Date: 2013
- Standard Status: Inactive
- Publisher: IEEE
- Subject: Computing and Processing; Components, Circuits, Devices and Systems
- Official IEEE: Doi link
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