ISO/IEC 20000-1:2018 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 fulfill agreed service requirements.

ISO/IEC 20000-1:2018 can be used by

an organization that wishes to obtain services from service providers and requires assurance that service requirements will be met; an organization that requires a consistent approach by all service providers, including the supply chain; a service provider that intends to demonstrate its capability to design, transition, deliver and improve services that meet service requirements; a service provider to monitor, measure and review its service management processes and services;

a service provider for the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS; the identification of an assessor or auditor as the criteria for the evaluation of a service provider's SMS for compliance with the requirements in ISO/IEC 20000-1:2018.