More and more companies are now becoming dependent of Information Technology infrastructure to meet the business requirements and to remain competitive in the global market. An integrated framework for delivering and managing IT services to the customers can provide better control, greater effectiveness and opportunities for improvement within the company.

It provides a framework and assessment specification for a company to effectively deliver and manage IT services. ISO 20000 can be implemented internally by an IT department or externally by a business that provides Information Technology services for its customers.