ISO 20000-1:2011 is the first international standard for Information Technology Service Management and is fully compatible and supportive of the ITIL (IT Infrastructure Library) framework.
ISO 20000:2011 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. ISO 20000:2011 can be used by organizations
seeking services from Service Providers that require assurance that their Service Requirements will be fulfilled..