The ISO/IEC20000 standard is a set of international standards on information technology service management officially promulgated by the First Joint Technical Committee (JCT1) composed of ISO/IEC on December 15, 2005. The standard consists of two parts under the general title of "Information Technology Service Management": Part 1 ISO/IEC 20000-1:2005 is the "norm" for service management, this part provides information on the service management system and the 13 service management processes it contains. The requirements are put forward and are the basis for the management system certification. Part 2 ISO/IEC 20000-2:2005 is the "rules of practice" for service management, this part further clarifies the best practices regarding information technology service management systems and processes, and aims to provide guidance for the implementation of information technology service management systems.

The release of   ISO/IEC20000-1:2005 has a significant impact on the field of information technology service management, and has greatly promoted service providers to standardize service management and improve service capabilities. In order to provide specific guidelines for the implementation and application of the ISO/IEC20000-1 standard, Subcommittee No. 7 (SC7) under JCT1 set up the 25th Working Group (WG25) to be responsible for the construction of the information technology service management standard system, and successively compiled and published other parts of the Information Technology Service Management Standard. In view of the development of service management practices, especially considering that the British government organization OGC released ITILV3 in 2007, WG25 brought together some questions and suggestions from the industry on the 2005 version of the standard, and the organization revised ISO/IEC20000-1:2005 and published it in In April 2011, the new version of ISO/IEC20000-1:2011 "Information Technology Service Management Part 1: Service Management System Requirements" was officially launched. With the continuous development and update of service management standards, the ISO/IEC20000 standard has initially formed a standard series, and its system standards are as follows:

  ISO/IEC20000-1:2011 Information Technology Service Management Part 1: Requirements for Service Management System

  ISO/IEC20000-2:2012 Information Technology Service Management Part 2: Guidelines for the Implementation of Service Management System

  ISO/IEC20000-3:2012 ISO/IEC20000-1 Scope Definition and Applicability Guidelines

  ISO/IEC20000-4:2010 Process Reference Model

  ISO/IECTR20000-5:2010 ISO/IEC20000-1 Implementation Plan Example

  ISO/IECTS15504-8:2012 Information Technology Service Management Process Evaluation Model

  ISO/IEC27013:2012 Guidelines for the Integration of ISO/IEC27001 and ISO/IEC20000-1

  In the ISO/IEC20000 standard series, ISO/IEC20000-2 was revised and released in 2012. This part of the standard gives more specific instructions on the requirements of ISO/IEC20000-1, and provides guidance for service providers and service management system auditors to understand and apply ISO/IEC20000-1.

  ISO/IEC20000-3:2012 "ISO/IEC20000-1 Scope Definition and Applicability Guidelines" requires service providers to clearly define the scope of the service management system (SMS) when implementing SMS based on ISO/IEC20000-1. ISO/IEC20000-3 provides detailed guidance for the scoping of SMS, the applicability of ISO/IEC20000-1 and the governance of other parties' operational processes through several typical scenarios.

  ISO/IEC20000-4:2010 "Process Reference Model" proposes a Process Reference Model (PRM) to facilitate the development of a Process Assessment Model (PAM) in ISO/IECTS15504-8:2012 to assess the capability of the service management process. The process reference model mainly describes the purpose and expected results of each process in the service management system.

  ISO/IECTR20000-5:2010 "ISO/IEC20000-1 Implementation Planning Example" provides suggestions to service providers on how to implement service management. This part of the standard provides a structured framework and recommends a three-stage approach to implement the service management system. Based on the priority of service management process construction and implementation, the standardization process of service management is gradually promoted.

  Other parts of the ISO/IEC20000 standard series are still under development, and will provide more guidance and advice for interested parties in the application of ISO/IEC20000-1 in the future.

After the release of the 2011 version of ISO/IEC20000-1 in April 2011, many service providers have carried out the implementation and certification of service management systems based on the new version of the standard. This article attempts to provide an interpretation of the content of the 2011 version of ISO/IEC20000-1. Aims to advance the understanding and application of standards. Quote a standard text in the text, and then provide an appropriate explanation for the content of the text.