ISO20000-1 (ISO 20000-1) SMS Requirements (PDF)

ISO20000-1 (ISO 20000-1) Service Provider Requirements (PDF)

ISO 20000-1 2011 is the International Standard that defines the ISO requirements for an SMS!

The 2011 version of the ISO 20000-1 requirements is now available to buy as a PDF.


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ISO 20000-1 2011 SMS Requirements

  • Latest ISO 20000-1 standard - published Spring 2011
  • This standard is generic; it can be adopted to any organisation, anywhere in the world

This ISO 20000-1 standard is available as a PDF. You may also be interested in:

ISO 20000-1 Standard

ISO 20000-1:2011 supersedes ISO 20000-1:2005

ISO 20000-1:2011 specifies the requirements for a service management system (SMS). It details requirements for the service provider to:

  • Plan,
  • Establish,
  • Implement,
  • Operate,
  • Monitor,
  • Review,
  • Maintain and improve an SMS

ISO 20000-1 Requirements

The requirements within the standard include the design, transition, delivery and improvement of services to meet agreed service requirements. ISO 20000-1:2011 can be used by:

  • An organisation seeking services from service providers and requiring assurance that their service requirements will be fulfilled
  • An organisation that requires a consistent approach by all its service providers, including those in a supply chain
  • A service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements
  • A service provider to monitor, measure and review its service management processes and services
  • A service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS
  • An assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO 20000-1:2011

About the Updates:

ISO 20000-1 has been updated to reflect the latest in best practice for service management. Updates include:

  • An expanded introduction, additional requirements and updated definitions section
  • The standard has a new title Service management -- Part 1: Service Management System Requirements
  • Closer alignment with ISO 9001 QMS requirements and ISO/IEC 27001 ISMS requirements
  • Sections 3 & 4 of the standard have been merged into one section called Service Management General Requirements
  • New requirements for the management of new or changed services have been added
  • A refinement of the scope of the SMS and the oversight (governance) process managed by other organisations
  • The plan-do-check-act (PDCA) cycle has been integrated into this version of the standard
  • Problem Management and Incident Management processes have been aligned with ITIL®v3
  • More refined document and record control requirements
  • Revised and more in-depth requirements on supplier contracts
  • Added requirements on budgeting and accounting

Key Features and Benefits

  • This standard specifies the requirements for an SMS. This standard will help you develop, implement, establish an SMS.
  • This standard is generic, it can be applied anywhere in the world no matter the size, type or location of the organisation. Making it widely applicable.
  • Updated to reflect the latest in industry best practice, making this one of the most up-to-date source of IT service management information.

Please Note: We will supply either the BS or other national adoptions of ISO 20000-1. All of which contain exactly the same content.

Purchase and use of the PDF version of this product is subject to this EULA.

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