SC40/WG2 focuses on the family of standards that define service management.
ISO/IEC 20000-1:2018 is the standard that specifies ​requirements for the establishment, implementation, maintenance, and improvement of a service management system (SMS). This is simply, a system of defined practices and resources that ensure effective and efficient management of services. Requirements are generic and applicable to all types of companies, large or small.
The standard has its roots in IT and is generally applied to services that involve technology or digital information. Customer agreement, management of risks and opportunities are central to the requirements within ISO/IEC 20000-1. See Figure 2 for the structure of ISO/IEC 20000-1.
ISO/IEC 20000-1 is complementary to other ISO or JTC1 standards to create a business environment that focuses on the business objectives, organizational management, and governance. ISO/IEC 20000-1 is complementary to the many public and commercial service management frameworks and methodologies, such as VeriSM™, ITIL®, CMMI®, COBIT®, IT4IT, among others. Within the 20000 family of standards, many of these topics are further explored.