ISO 20000-1 IT Service Management System (ITsMS) defines requirements for service providers (IT services, telecommunication services, transmission services, production technologies maintenance ….) to ensure the customers that each of their requirement related to contracted service is satisfied the fastest possible way and with professional approach without fluctuating quality of realization.
Even at a time of trouble-free operation, there is a significant set of customer requirements that need to be solved in the managed mode (for example requests for service change, new service delivery, user´s demands, service requests …). While it is the provider’s effort to deliver the most reliable services with a minimum of downtime, the failure of the technology cannot be removed to 100%.
The customers´ satisfaction is highly impacted not only by the reliability of the SMS processes themselves but also by the service desk, where all the requirements are directed and therefore the customer does not have to solve the question of who is competent to deal with it. According to the type of the request, the service desk will provide its equipment according to the appropriate procedures of, either incident management or change management, or using the knowledge management problem database and the information provided by the service asset and configuration management.
ISO/IEC 20000-1 is applicable to all service providers, regardless of the organization’s type or size, or the nature of the services delivered.