ISO/IEC 20000-1:2011
Withdrawn
Withdrawn
A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.
View Superseded by
Information technology — Service management — Part 1: Service management system requirements
Available format(s)
Hardcopy , PDF
Language(s)
English, French
Published date
12-04-2011
Withdrawn date
09-04-2025
Superseded by
€63.00
Excluding VAT
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 fulfil agreed service requirements.
ISO/IEC 20000-1:2011 can be used by:
- an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
- an organization that requires a consistent approach by all its service providers, including those in a supply chain;
- a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;
- a service provider to monitor, measure and review its service management processes and services;
- a service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;
- an assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO/IEC 20000-1:2011.
| Committee |
ISO/IEC JTC 1/SC 40
|
| DocumentType |
Standard
|
| Pages |
26
|
| PublisherName |
International Organization for Standardization
|
| Status |
Withdrawn
|
| SupersededBy | |
| Supersedes |
| Standards | Relationship |
| NF ISO/IEC 20000-1 : 2012 | Identical |
| NEN ISO/IEC 20000-1 : 2011 | Identical |
| NS ISO/IEC 20000-1 : 2011 | Identical |
| PN ISO/IEC 20000-1 : 2014 | Identical |
| BIS IS/ISO/IEC 20000-1 : 2014 | Identical |
| BS ISO/IEC 20000-1:2011 | Identical |
| CEI UNI ISO/IEC 20000-1 : 2012 | Identical |
| AS ISO/IEC 20000.1-2013 | Identical |
| GOST R ISO/IEC 20000-1 : 2013 | Identical |
| DS ISO/IEC 20000-1 : 2011 | Identical |
| JIS Q 20000-1:2012 | Identical |
| UNE-ISO/IEC 20000-1:2011 | Identical |
| 09/30184534 DC : DRAFT JAN 2009 | Identical |
| 15/30322573 DC : 0 | BS ISO/IEC 33071 - INFORMATION TECHNOLOGY - PROCESS ASSESSMENT - AN INTEGRATED PROCESS CAPABILITY ASSESSMENT MODEL FOR ENTERPRISE PROCESSES |
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| DIN ISO/IEC 17788:2016-04 | INFORMATION TECHNOLOGY - CLOUD COMPUTING - OVERVIEW AND VOCABULARY (ISO/IEC 17788:2014) |
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| ISO/IEC/IEEE 12207:2017 | Systems and software engineering — Software life cycle processes |
| ISO/IEC/IEEE 26531:2015 | Systems and software engineering — Content management for product life-cycle, user and service management documentation |
| ISO/IEC TR 29110-5-3:2018 | Systems and software engineering — Lifecycle profiles for Very Small Entities (VSEs) — Part 5-3: Service delivery guidelines |
| I.S. EN ISO/IEC 27000:2017 | INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - INFORMATION SECURITY MANAGEMENT SYSTEMS - OVERVIEW AND VOCABULARY (ISO/IEC 27000:2016) |
| ISO/IEC 30134-2:2016 | Information technology — Data centres — Key performance indicators — Part 2: Power usage effectiveness (PUE) |
| ISO/IEC 33071:2016 | Information technology — Process assessment — An integrated process capability assessment model for Enterprise processes |
| ISO/IEC TR 90006:2013 | Information technology — Guidelines for the application of ISO 9001:2008 to IT service management and its integration with ISO/IEC 20000-1:2011 |
| ISO/IEC TS 25011:2017 | Information technology — Systems and software Quality Requirements and Evaluation (SQuaRE) — Service quality models |
| ISO/IEC TR 20000-10:2015 | Information technology — Service management — Part 10: Concepts and terminology |
| ISO/IEC TS 33072:2016 | Information technology — Process assessment — Process capability assessment model for information security management |
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| ISO/IEC 27032:2012 | Information technology — Security techniques — Guidelines for cybersecurity |
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| ISO/TS 17427:2014 | Intelligent transport systems — Cooperative systems — Roles and responsibilities in the context of cooperative ITS based on architecture(s) for cooperative systems |
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| IEC 80001-1:2010 | Application of risk management for IT-networks incorporating medical devices - Part 1: Roles, responsibilities and activities |
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| ISO/IEC 20000-2:2012 | Information technology — Service management — Part 2: Guidance on the application of service management systems |
| ISO/IEC TR 20000-5:2013 | Information technology — Service management — Part 5: Exemplar implementation plan for ISO/IEC 20000-1 |
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| EN ISO/IEC 27002:2017 | Information technology - Security techniques - Code of practice for information security controls (ISO/IEC 27002:2013 including Cor 1:2014 and Cor 2:2015) |
| EN ISO 22301:2014 | Societal security - Business continuity management systems - Requirements (ISO 22301:2012) |
| ISO/IEC TR 33014:2013 | Information technology — Process assessment — Guide for process improvement |
| I.S. EN ISO 19011:2011 | GUIDELINES FOR AUDITING MANAGEMENT SYSTEMS (ISO 19011:2011) |
| PD ISO/IEC TR 29110-1:2016 | Systems and software engineering. Lifecycle profiles for Very Small Entities (VSEs) Overview |
| AAMI IEC TIR 80001-2-2 : 2012 | APPLICATION OF RISK MANAGEMENT FOR IT-NETWORKS INCORPORATING MEDICAL DEVICES - PART 2-2: GUIDANCE FOR THE DISCLOSURE AND COMMUNICATION OF MEDICAL DEVICE SECURITY NEEDS, RISKS AND CONTROLS |
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| ISO/IEC 20000-6:2017 | Information technology — Service management — Part 6: Requirements for bodies providing audit and certification of service management systems |
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| UNE-ISO/TR 17068:2013 | Information and documentation. Trusted third party repository for digital records. |
| UNE-ISO/IEC 27000:2014 | Information technology -- Security techniques -- Information security management systems -- Overview and vocabulary |
| UNE-ISO/IEC 27002:2015 | Information technology -- Security techniques -- Code of practice for information security controls |
| UNE-EN ISO 22301:2015 | Societal security - Business continuity management systems - Requirements (ISO 22301:2012) |
| UNE-EN ISO 19011:2012 | Guidelines for auditing management systems (ISO 19011:2011) |
| UNE-ISO/IEC 20000-2:2015 | Information technology. Service management. Part 2: Guidance on the application of service management systems |
| UNE-EN ISO/IEC 27002:2017 | Information technology - Security techniques - Code of practice for information security controls (ISO/IEC 27002:2013 including Cor 1:2014 and Cor 2:2015) |
| ISO/IEC TR 20000-5:2013 | Information technology — Service management — Part 5: Exemplar implementation plan for ISO/IEC 20000-1 |
| ISO 19011:2011 | Guidelines for auditing management systems |
| ISO/IEC 27001:2013 | Information technology — Security techniques — Information security management systems — Requirements |
| ISO/IEC 15504-3:2004 | Information technology — Process assessment — Part 3: Guidance on performing an assessment |
| ISO 31000:2009 | Risk management — Principles and guidelines |
| ISO/IEC/IEEE 24765:2017 | Systems and software engineering — Vocabulary |
| ISO/IEC TR 20000-4:2010 | Information technology — Service management — Part 4: Process reference model |
| ISO/IEC 15504-2:2003 | Information technology — Process assessment — Part 2: Performing an assessment |
| ISO/IEC 19770-1:2012 | Information technology — Software asset management — Part 1: Processes and tiered assessment of conformance |
| ISO/IEC 15288:2008 | Systems and software engineering — System life cycle processes |
| ISO/IEC TR 20000-3:2009 | Information technology — Service management — Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1 |
| ISO 10002:2014 | Quality management — Customer satisfaction — Guidelines for complaints handling in organizations |
| ISO/IEC 20000-2:2012 | Information technology — Service management — Part 2: Guidance on the application of service management systems |
| ISO 9004:2009 | Managing for the sustained success of an organization — A quality management approach |
| ISO/IEC 27005:2011 | Information technology — Security techniques — Information security risk management |
| AS ISO/IEC 17788:2020 | Information technology - Cloud computing - Overview and vocabulary |
| ISO 9001:2015 | Quality management systems — Requirements |
| ISO 9000:2015 | Quality management systems — Fundamentals and vocabulary |
| ISO/IEC 15504-1:2004 | Information technology — Process assessment — Part 1: Concepts and vocabulary |
| ISO/IEC 27000:2016 | Information technology — Security techniques — Information security management systems — Overview and vocabulary |
| ISO 10007:2017 | Quality management — Guidelines for configuration management |
| AS ISO/IEC/IEEE 12207:2019 | Systems and software engineering - Software life cycle processes |
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