ISO 20000 is the international standard specifically for IT Service Management. It describes an integrated set of management processes which form a service management system for the effective delivery of services to the business and its customers.
When looking at IT service management i.e. ISO 20000 the emphasis is usually on the delivery of IT services and the processes used to support them. And it’s right that this should be the focus; it is, after all, the main deliverable of the whole ITSM idea.
The ISO20000 standard proposes that we don’t just need a set of processes; we need a Service Management System or SMS. The function of the SMS is to wrap itself around the processes (such as incident, change and configuration management) and ensure among other things that.