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ISO 20000-1 — IT service management
The five blocks of ISO 20000-1 for building an IT service management system, from the service catalog to continual improvement.
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- 1 Service catalog and interested parties How to define the IT service catalog and internal and external customer needs. Block 1
- 2 Service level agreements (SLAs) How to define and measure service level commitments with each customer. Block 2
- 3 Service design and transition How to plan changes and new services without disrupting operations. Block 3
- 4 Service delivery and support How to manage day-to-day incidents, problems, and requests. Block 4
- 5 Performance evaluation and continual improvement How to measure system performance and plan continual improvement. Block 5
Every ISO 20000 block explained
ISO 20000-1 applies the high-level structure shared by ISO management standards to IT service management, with specific processes for service design, transition, delivery, and support.
This path explains each block with examples of how to document the service catalog, service level agreements, and incident resolution.
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Sources
Where each figure comes from
References to the official text in force. If a standard is revised, this page is updated and the review date says so.
- ISO/IEC 20000-1:2018 — Service management system requirements ISO/IEC · September 2018
- ISO/IEC 27001:2022 — Information security ISO/IEC · 25 October 2022