It is also referred to as ISO/IEC 20000 or ISO 20000-1:2011. This standard enables organizations to assure their IT service management processes are aligned both with business needs, and with international practices.

An ISO 20000-1:2011 certificate is its ability to

• Meet customer needs and respond to these needs
• Deliver services to meet defined quality levels
• Make use of available resources in an economical way

The goal of the ISO 20000-1:2011 certification audit is to find if your organization meets the ISO 20000-1:2011 requirements.

In general, the ISO 20000-1:2011 audit relates to the following aspects of your organization:

• ISO 20000-1:2011 Process documentation
• ISO 20000-1:2011 Process familiarity
• Adherence to the ISO 20000-1:2011 Processes

Part 1

It provides the specification against which the organization is audited

It comprises 8 key areas for service management

• Requirements for a Management System;
• Planning & Implementing Service Management;
• Planning & Implementing New or Changed Services;
• Service Delivery Processes;
• Relationship Processes;
• Resolution Processes;
• Control Processes;
• Release Processes.

Part 2

It provides guidance for auditors.

The benefits of ISO 20000-1:2011 are:

• A  competitive business
• Managing and reducing risk
• Managing and reducing costs
• Quick time to implement change
• Improving reliability
• Availability of service
• Improved customer satisfaction
• Continual Improvement
• Suppliers and partners integration
• Benchmarking with other organizations