TS ISO/IEC 20000-1
Information technology - Service management - Part 1: Service management system requirements
This document specifies requirements for an organization to establish, implement, maintain and
continually improve a service management system (SMS). The requirements specified in this document
include the planning, design, transition, delivery and improvement of services to meet the service
requirements and deliver value. This document can be used by:
a) a customer seeking services and requiring assurance regarding the quality of those services;
b) a customer requiring a consistent approach to the service lifecycle by all its service providers,
including those in a supply chain;
c) an organization to demonstrate its capability for the planning, design, transition, delivery and
improvement of services;
d) an organization to monitor, measure and review its SMS and the services;
e) an organization to improve the planning, design, transition, delivery and improvement of services
through effective implementation and operation of an SMS;
f) an organization or other party performing conformity assessments against the requirements
specified in this document;
g) a provider of training or advice in service management.
The term “service” as used in this document refers to the service or services in the scope of the SMS.
The term “organization” as used in this document refers to the organization in the scope of the SMS that
manages and delivers services to customers. The organization in the scope of the SMS can be part of
a larger organization, for example, a department of a large corporation. An organization or part of an
organization that manages and delivers a service or services to internal or external customers can also
be known as a service provider. Any use of the terms “service” or “organization” with a different intent
is distinguished clearly in this document.
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About This Item
TS ISO/IEC 20000-1 is the core requirements standard for a service management system (SMS) in information technology. It does not define a specific toolset or a single operating model; instead, it sets out the management framework needed to plan, design, transition, deliver and continually improve services so that service requirements are met and value is delivered.
What an SMS means in practice
In general technical terms, an SMS is the combination of policies, processes, roles and controls an organization uses to manage services consistently. The organization may be an entire enterprise or a part of one, such as an IT department within a larger company. This standard is therefore about governance and control across the service lifecycle, not just about day-to-day support work. It helps organizations turn service management into a structured, reviewable system with defined responsibilities and measurable performance.
Who uses this standard and why
The document is intended for customers seeking assurance about service quality, organizations that want to demonstrate capability, parties performing conformity assessments, and providers of training or advice in service management. In practical terms, it supports end-to-end service lifecycle management: understanding service needs, establishing the service design, controlling transition, operating the service, and improving performance over time. It also provides a common basis for monitoring, measuring and reviewing services and the SMS, while leaving sector-specific techniques and tools outside its scope.
- Service: in this document, the term refers to the service or services within the scope of the SMS.
- Organization: the entity managing and delivering services to customers, which may be part of a larger organization.
- Service provider: an organization or part of an organization that manages and delivers services to internal or external customers.
- Continual improvement: the ongoing, systematic enhancement of service management capability and service performance.
- Publication Date: 28.01.2019
- Standard Status: U (Yürürlükteki Standard/Standard)
- Publisher: TSE
- Document Language: tr
- ICS Classification: 03.080.99 Diğer Hizmetler; 35.020 Enformasyon Teknolojisi (Genel)
- Pages: 44
- Source Standard: ISO/IEC 20000-1:2018
- International Equivalents: 20000-1-EQV
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