The need for an international standard for IT service management has been evident for many years. As information technology has evolved, and quality service has become the main crux for business, it was surely only a matter of time before such a standard evolved.

BSI developed their own standard in the late nineties. This was BS15000, which was published in 2000. It was significantly revised in 2002 which was finally published at the end of 2005.

ISO 20000 comprises two distinct documents: a specification for a service management system, and a code of practice. Together, these form a top-down framework to define the features of service management processes that are essential for the delivery of high quality services.

1. Alignment of information technology services and business strategy.
2. Creation of a formal framework for current service improvement projects
3. Provides a benchmark type comparison with best practices
4. Creates competitive advantage via the promotion of consistent and cost-effective services.
5. By requiring ownership and responsibility at all levels, it creates a progressive ethos and culture.
6. Supports 'interchanging' of service providers and staff by virtue of the creation of inter-enterprize operational processes.
7. Reduction of risk and thus cost in terms of external service receipt
8. Through the creation of a standard consistent approach, aids major organizational changes.
9. Enhanced reputation and perception
10. Fundamental shift to pro-active rather than re-active processes
11. Improved relationship between different departments via better defninition and more clarity in terms of responsibility and goals.
12. Creation of a stable framework for both resource training and service management automation.

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