India ISO/IEC 20000-1:2018

ISO/IEC 20000-1:2018 is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfill agreed service requirements.

The standard can be used by:

1. a customer seeking services and requiring assurance regarding the quality of those services;
2. a customer requiring a consistent approach to the service lifecycle by all its service providers, including those in a supply chain;
3. an organization to demonstrate its capability for the planning, design, transition, delivery and improvement of services;
4. an organization to monitor, measure and review its SMS and the services;
5. an organization to improve the planning, design, transition, delivery and improvement of services through effective implementation and operation of an SMS;
6. an organization or other party performing conformity assessments against the requirements specified in the standard;
7. a provider of training or advice in service management.