ISO 20000 is the first international standard for Information Technology Service Management and is fully compatible and supportive of the ITIL (IT Infrastructure Library) framework. ISO/IEC 20000-1:2011 specifies four key service management processes broken into 13 IT processes. 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. The requirements include the design, transition, delivery and improvement of services to fulfill agreed service requirements.

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