12. Service management system

One of the key differences between ITIL ^® and ISO 20000 is the requirement to define a Management System. For quality, ISO 9001 required a Quality Management System (QMS); for services, ISO 20000 requires a Service Management System (SMS). It is possible to integrate the two standards and create a Quality and Service Management System (QSMS).

The service management system is a structure for the efficient management and implementation of all services. In particular, the international standard requires that this management system addresses the following three fundamental themes.