ISO20000 is the first international standard for information technology service management (IT Service Management), which was released on December 15, 2005. As an international standard for certifying an organization's IT operation and service management level, ISO20000 specifies the relevant requirements for an integrated management process and process establishment for the IT service management industry to effectively provide services to enterprises and their customers, helping to identify and manage IT The key process of service, ensuring the provision of effective IT services to meet customer and business needs.

It focuses on managing IT problems through "IT service standardization", i.e. categorizing IT problems, identifying the internal connections of the problems, and then planning, managing and monitoring them according to service level agreements, and emphasizing communication with customers.