The aim of the ISO 20000 standard is to provide a common reference standard for all companies that deliver IT services for internal or external clients. One of its other objectives is to promote a common terminology which makes an important contribution towards communication between service provider, supplier and customer.

The standard will also adopt the integrated process approach from the service management framework of ITIL®. These processes are contained within a process model, forming part of the quality management system and providing an important aid in communication with the customers (known as users) as well as within IT. The process model illustrates which processes control, support and continually improve service delivery.

ISO/IEC 20000 is coordinated with the IT Infrastructure Library (abbreviated to ITIL®). ITIL® is a collection of best practices to which a service provider can align itself so it can deliver high quality services. ISO/IEC 20000 represents the quality benchmark. ITIL® therefore supports the service provider along the pursuit of quality and excellence.

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