⦁ Service Management System Approach: The standard promotes the establishment of a comprehensive Service Management System (SMS) for managing IT services effectively and efficiently.

⦁ Service Provider-Customer Relationship: ISO/IEC 20000-1 emphasizes the importance of understanding and meeting customer requirements and expectations, ensuring the delivery of high-quality IT services.

⦁ Service Design and Transition: It focuses on ensuring that new or changed services are designed, developed, and transitioned effectively, meeting requirements and aligning with business needs.

⦁ Service Operation and Delivery: Ensuring the effective and efficient operation of IT services, including incident management, problem resolution, service requests, and service continuity.

⦁ Continuous Service Improvement: Encouraging a culture of continual improvement by regularly assessing service performance, identifying areas for enhancement, and implementing improvements.

⦁ Supplier and Partner Management: Managing relationships with external suppliers and partners to ensure seamless integration of services and adherence to quality standards.

⦁ Service Measurement and Metrics: Establishing and utilizing metrics and measurements to monitor and evaluate service performance, allowing for data-driven decision-making and improvement initiatives.

⦁ Information Security and Risk Management: Addressing information security concerns and managing associated risks to ensure confidentiality, integrity, and availability of information within IT services.

⦁ Service Reporting and Communication: Facilitating effective communication with stakeholders, providing timely and relevant information on service performance and improvements.

⦁ Compliance and Governance: Ensuring compliance with relevant legal, regulatory, and contractual requirements and establishing governance structures to oversee service management processes.