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ISO/IEC 20000-1:2018 specifies requirements for an IT Service Management System (SMS). It enables service providers to demonstrate that they can design, transition, deliver, and improve services to fulfill agreed service requirements.

ITIL (IT Infrastructure Library) provides detailed best practice guidance for IT service management processes, while ISO 20000 is a certifiable standard with specific requirements. Organizations often use ITIL as a framework to implement the processes required by ISO 20000.

IT service providers, managed service providers (MSPs), cloud service providers, in-house IT departments, and any organization delivering IT services to internal or external customers can benefit from ISO 20000 certification.

The scope defines which services, systems, and processes are covered by the SMS. It can cover the entire organization or specific services, service lines, or business units within a larger organization.

ISO 20000 aligns with Saudi National Cybersecurity Authority (NCA) requirements for IT service management and is recognized as evidence of mature IT governance by Saudi government and regulated sector clients.