ISO/IEC 20000 is the first international standard for IT service management. IT Service Management with an integrated set of management processes for effective delivery of services to customers.ISO 20000:1-2011 is based on the ITIL (Information Technology Infrastructure Library) framework. ISO 20000 certification prescribes that the organization has adequate controls and procedures in place to consistently deliver a cost effective and quality IT service.

ISO/IEC 20000 designed to help organizations develop integrated processes necessary to deliver effective managed IT services to customer.The scope includes:

 Requirements for a management system
 Planning and implementing IT service management
 Service delivery process
 Relationship processes
 Resolution processes
 Control processes