ISO 20000-1 requirements
ISO 20000-1 requirements help organisations define responsibilities, controls, evidence, performance review and continual improvement for it service management systems.
The main ISO 20000-1 requirement areas.
ISO 20000-1 follows a management system approach. It asks organisations to understand context, define leadership responsibilities, plan controls, support people and resources, operate the system, evaluate performance and improve.
This summary is for orientation only. Organisations should use the official standard when implementing or auditing a management system.
- Context and interested parties
- Leadership and policy
- Planning, risks and objectives
- Support and documented information
- Operational control
- Performance evaluation and audit
- Improvement and corrective action
Evidence proves the system is working.
ISO 20000-1 certification looks for evidence that controls are defined, used and improved. Records, audits, actions and management review outputs show whether the system is effective.