The standard is intended for organizations who provide managed IT services such as infrastructure and/or applications support; this can be both for external delivery e.g. to clients who have outsourced their IT support, as well as for internal IT groups. A certificate issued by third party registrar to demonstrates that your IT management system has been certified against requirements of ISO 20000 requirements. Implementation of ISO 20000-1 by setting up of internal processes gives confidence to customers about the delivering capability through use of IT infrastructure.

ISO/IEC 20000-1:2011 is the formal specification and defines the requirements for an organization to deliver managed services of an acceptable quality for its customers. The scope includes:

• Requirements for a management system
• Planning and implementing service management
• Planning and implementing new or changed services
• Service delivery process
• Relationship processes
• Resolution processes
• Control processes
• Release processes

• Benefits of ISO 20000 certification

• Alignment of information technology services and business strategy.
• Creation of a formal framework for current service improvement projects
• Provides a benchmark type comparison with best practices
• Creates competitive advantage via the promotion of consistent and cost-effective services.