ISO 20000:2026 – Clauses of the Standard
ISO 20000:2026 – Clauses of the Standard ISO 20000:2 026 is an international standard for IT Service Management Systems (SMS). It provides a structured framework for organizations to establish , implement , maintain , and continually improve their IT service management processes . Clause 1: Scope Defines the purpose, application , and requirements of the Service Management System (SMS). It explains how organizations can plan, design, transition, deliver , and improve IT services. Clause 2: Normative References Identifies other documents that are essential for applying the standard . The 2018 edition has no normative references . Clause 3: Terms and Definitions Explains important terminology used throughout the standard , including service management, service provider, customer, service level, and service management system . Clause 4: Context of the Organization Explains how an organization identifies internal and external factors that influence its IT service ma...