ISO 20000 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers.

ISO 20000 is aligned with and complementary to the process approach defined within the IT Infrastructure Library (ITIL®) from The Office of Government Commerce (OGC). QAI facilitates ISO 20000 certification through a third party intervention.

The scope includes: Requirements for a management system; Planning and implementing service management; Planning and implementing new or changed services; Service delivery process; Relationship processes; Resolution processes; Control processes; and Release processes.