ISO/IEC 20000-1

Service Management System (SMS) defines the requirements for service providers (IT services, telecommunications services, transmission services, maintenance of production technologies, etc.) so that customers can be confident that every request regarding the service provided is handled as quickly as possible, with a professional approach and consistent quality of service delivery.  

There are numerous customer requests that must be handled in a controlled manner (such as requests to change services, new service activations, user inquiries, service requests, etc.).

Customer satisfaction is greatly influenced not only by the reliable operation of the SMS processes themselves, but also by the service desk, to which all requests are directed; as a result, customers do not have to worry about who is responsible for handling their request.

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.

A certified organisation is qualified to use a certification mark.