Standard: ISO/IEC 20000-1:2018 — IT service management
Tier: 1 — Foundational
Framework role: Service delivery, SLAs, and continual improvement (pairs with ITIL 4)
ISO/IEC 20000-1 specifies requirements for an SMS. The framework implements service management patterns through governance SLAs, escalation services, and tenant service tiers rather than a standalone SMS certification programme.
| Theme | Framework implementation |
|---|---|
| Service planning | Tenant tiers (Premium/Standard/Basic), SLA definitions |
| Service delivery | Obligation-SLA binding, compliance escalation SLA |
| Relationship processes | Client compliance escalation, procurement SLA |
| Resolution processes | Remediation orchestrator, incident lifecycle |
| Control processes | Compliance monitoring, contract tests |
| Continual improvement | Improvement focus areas, benchmarking |
| Service | Location |
|---|---|
| Governance SLA | governance-sla.js |
| Compliance escalation SLA | compliance-escalation-sla-service.js |
| Procurement SLA | compliance-procurement-sla-service.js |
| Obligation binding | obligation-sla-binding-service.js |
| Escalation exposure | compliance-escalation-exposure-service.js |
| Contract tests | compliance-escalation-sla.contract.test.js, etc. |
77% claimed (January 2025)
~70–75% — SLA automation improved; full service catalogue and capacity management not demonstrated as integrated SMS.