ISO 20000-1:2018

About ISO 20000-1:2018 (Service Management System)

The Service Management System (SMS) developed under ISO 20000-1:2018 formalizes the management system organizations use to identify, design, and implement the necessary processes and controls for efficient and effective delivery of services to customers regularly. The SMS encompasses processes for service strategy, service design, service transition, service operation, and continual service improvement.

ISO 20000 guides establishing, operating, maintaining, and reviewing a documented SMS that includes various processes, service level agreements (SLAs), key performance indicators (KPIs), assets, audits, and management reviews tailored to an organization’s specific requirements. The following processes are included within the SMS framework:

• SMS Context and Scope Document
• SMS Scope Description Document
• SMS Roles and Responsibility Document
• Service Management Plan documents
• Risk and Opportunity Management Procedure
• SMS Objective Metrics Document
• Service Management Plan
• Communication Plan
• Knowledge Management Database
• Service Catalogue
• Service Management Procedure Interface Document.
• Configuration Management Procedure
• Business Relationship Management Procedure
• Service Level Management Procedure
• Vendor Management Procedure.
• Service Delivery Report
• Budgeting and Accounting for Service Procedure.
• Demand and Capacity Management Procedure.
• Change Management Procedure.
• Design and Transition of New or Changed Services Procedure
• Release and Deployment Management Procedure
• Incident and Service Request Management Procedure
• Problem Management Procedure
• Availability Management Procedure
• Service Continuity Plan, Service Continuity Risk and Controls Plan and Tracker
• Performance Monitoring and Improvement Procedure
• Internal Audit Procedure
• Management Review Procedure
• Performance Monitoring and Improvement Procedure