IT Service-Management (ITSM)
The IT Service Management System according to ISO/IEC 20000 promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements.
ISO/IEC 20000 defines the requirements for a service provider to deliver managed services of an acceptable quality for its customers. In order to be certified all requirements of ISO/IEC 20000 have to be fulfilled. These requirements are structured as follows:
| 1 | Scope |
| 2 | Terms and definitions |
| 3 | Requirements for a management system |
| 4 | Planning and implementing service management |
| 5 | Planning and implementing new or changed services |
| 6 | Service delivery processes |
| 7 | Relationship processes |
| 8 | Resolution processes |
| 9 | Control processes |
| 10 | Release processes |