ISO/IEC 20000-1:2011 is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. ISO/IEC 20000 is the international ITSM (IT service management) standard. It enables IT departments to ensure that their ITSM processes are aligned with the business's needs and international best practices. ISO 20000-1 helps organizations ensure the efficient operation and delivery of IT services, continuously improving processes and guiding their customers..

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