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ISO/IEC 20000 Primer


International Standard Organization (ISO) and International Electrotechnical Commission (IEC) - ISO/IEC 20000 is an international standard for IT Service Management.  ISO 20000 represents a vendor neutral specification for service management.  This means that an organization does not have to align to pure ITIL, MOF, or a proprietary framework.  For example the specification states that "incidents must be recorded" and not that it must follow the ITIL® Incident Management process workflow.


  • ISO/IEC 20000-1 Service management system requirements

  • ISO/IEC 20000-2 Guidance on the application of service management systems

  • ISO/IEC 20000-3 Guidance on scope definition and applicability of ISO/IEC 20000-1

  • ISO/IEC 20000-4 Process reference model

  • ISO/IEC 20000-5 Exemplar implementation plan for ISO/IEC 20000-1

  • ISO/IEC 20000-9: Guidance on the application of ISO/IEC 20000-1 to the cloud

  • ISO/IEC 20000-10: Concepts and terminology for ISO/IEC 20000-1

  • ISO/IEC 20000-11: Guidance on the relationship between ISO/IEC 20000-1: ITIL

  • ISO/IEC 20000-12: Guidance on the relationship between ISO/IEC 20000-1: CMMI-SVC


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