ISO20000 is constructed based on ITIL best practices and BS15000 British standard system, and was the first internationally authoritative IT service management system standard released by ISO in December 2005. This set of system specifications adheres to the service concept of "customer-centric, process-oriented", and aims to help enterprise organizations to effectively identify and manage the key processes of IT service management, to ensure that while meeting customer and business needs, in accordance with recognized The application of the "PDCA" methodology of the company gives full play to the ability of continuous improvement of IT services, and finally achieves the purpose of obtaining the maximum benefit value with the minimum cost for the enterprise organization.

The ISO20000 system specification mainly includes two chapters, the first chapter is the IT service management specification, including 5 major process groups, which are the service provision process, the release process, the resolution process, the relationship process, the control process and the 13 processes covered by the process group. A service management process, together with system management responsibilities, document requirements and capabilities, awareness and training, serve as a reference standard for system certification. The second chapter is the implementation guide for IT service management, which provides reference for the implementation process of system certification.