ISO 20000 : Clause 3 - Terms and definitions

by Alex .

It's crucial first to comprehend the definitions of a few essential phrases to comprehend how ISO 20000 functions correctly. A collection of terminologies and definitions frequently used in ISO 20000 is provided below:


ISO 20000 Terms and definitions process template.

  • Service: A service is an activity given to another party. It is the product of a procedure created to satisfy a customer's needs or demands.
  • Service Level: A service level is an agreement that outlines the very minimum level of service a provider must provide.
  • Service Provider: A service provider is a specific kind of business that offers clients one or more services.
  • Client: A client is a person or company using a provider-provided service.
  • Service Delivery: The process of providing a service to a consumer is known as service delivery.
  • Service Desk: A service desk is a particular kind of support group in charge of logging, following up on, and resolving service requests.

What is ISO 20000?

A global standard for information technology service management is ISO 20000. (ITSM). It outlines the specifications for creating, putting into practice, maintaining, and enhancing an ITSM system. The best practices outlined in the ITIL framework are the foundation of the standard. The first edition of ISO 20000 was released in 2005, and the most recent iteration (ISO 20000-1:2018) was made available in 2018.

The International Organization for Standardization is responsible for creating and maintaining the standard (ISO).Organizations with ISO 20000 certification can display their dedication to ITSM best practices using the certification emblem. Although  ISO 20000  certification is optional, it can assist firms in enhancing their ITSM procedures and increasing their marketability.

ISO 20000 Templates

Terms and definitions in ISO 20000

An international standard for service management is found in ISO 20000-Clause: 3. It is based on the previous BS 15000 standard and was initially issued in 2005. The bar is intended to assist enterprises in efficiently managing the provision of IT services. A framework for a successful service management system is provided by ISO 20000. (SMS). A set of processes and procedures must be followed to deliver high-quality services. There are two sections to the standard:

  1. The specification, which describes the specifications for an SMS, is Part 1.

  2. The code of practice, part two, offers instructions on how to put an SMS into practice.

What are the benefits of ISO 20000?

The global standard for information technology service management in ISO 20000 Clause: 3 (ITSM). It was created to give enterprises a foundation for offering their clients high-quality ITSM. Implementing ISO 20000 has numerous advantages, such as:

  • Increased client satisfaction

  • Processes are more effective and efficient, resources are used more effectively, and the danger of service interruptions is lower.

  • If your company wants to enhance its ITSM , ISO 20000 can be the best option. 

Clause 3.1 - Terms specific to management system standards

Businesses need to be familiar with various terms connected to management system standards. The following list includes some of the most important words:


ISO 20000 Terms and definitions process template.

  • To prove to a third party that it complies with international standards, a conformity assessment body (CAB) must be accredited. In addition, an audit evaluates a company's management system by a qualified auditor to determine if it complies with a particular standard.

  • Nonconformity: The condition of failing to satisfy a requirement

  • A discovery discovered during an audit that is not a nonconformity is known as an observation.

  • Preventive measures are actions taken in advance to avert potential nonconformities or other undesirable circumstances.

  • Numerous other terminologies concentrate on management system standards. These are but a few of the most significant.
  • A management system that has undergone a CAB evaluation and has been certified as meeting a specific standard.

  • Continuous improvement is the strategy by which a business deliberately identifies opportunities for growth and takes action to solve them.

Clause 3.2 - Terms specific to service management

In today's corporate environment, service management is a term that is frequently used. However, it is a broad phrase that covers many different tasks, including creating, providing, and administering services. Because service management is a young profession, several phrases and ideas are unique. In this blog post, we'll go over some of the key terminologies and concepts you need to learn to comprehend service management.


A conclusion on terms and definitions in the context of  ISO 20000-Clause: 3 can include a summary of the essential terms and definitions connected to the standard and an explanation of how they are utilized within the middle. The following are some of the vital words and meanings associated with  ISO 20000 :

  • Planning, designing, delivering, operating, and improving services are all parts of service management.

  • Services are ways to provide clients with value by helping them achieve their goals without having to bear all the associated expenses and risks.

  • An organization that offers services to clients is a service provider.

  • Consumer of services to person or business that utilizes services.

  • You might address the significance of comprehending these terminologies and meanings to successfully implement and manage an ISO 20000.

ISO 20000 Clause:

    ISO 20000 Templates