Key aspects of ISO/IEC 20000-1:2018 include:

• Scope and Applicability: The standard is applicable to any organization, regardless of its size or industry, that wants to establish an effective IT service management system. It can be used by internal IT service providers or external service providers delivering services to customers.
• Service Management System (SMS): ISO/IEC 20000-1:2018 requires organizations to establish and maintain a service management system to plan, implement, operate, monitor, review, maintain, and improve their IT services. The SMS provides a framework for managing and delivering IT services effectively.
• Service Design and Transition: The standard emphasizes the importance of a well-defined service design and transition process. It includes requirements for service planning, service level management, service catalog management, and change management to ensure smooth and controlled service transitions.
• Service Delivery and Relationship Management: ISO/IEC 20000-1:2018 emphasizes the delivery of high-quality IT services. It includes requirements for incident management, problem management, service continuity management, and supplier management. It also emphasizes the need for effective relationship management with customers and other stakeholders.
• Performance Evaluation and Improvement: The standard requires organizations to establish mechanisms for monitoring, measuring, and evaluating the performance of their IT services. This includes setting performance targets, conducting regular service reviews, and analyzing customer satisfaction to drive continuous improvement.
• Compliance and Governance: ISO/IEC 20000-1:2018 emphasizes the importance of compliance with legal, regulatory, and contractual requirements related to IT service management. It also requires organizations to establish effective governance processes to ensure the alignment of IT services with organizational goals and objectives.
• Documentation and Control: The standard requires organizations to establish and maintain appropriate documentation and controls for their IT service management system. This includes documenting policies, procedures, processes, and controls to ensure consistent and effective service delivery.
• Continual Improvement: ISO/IEC 20000-1:2018 promotes a culture of continual improvement within the organization. It requires organizations to identify opportunities for improvement, establish improvement objectives, and take corrective and preventive actions to enhance their IT service management system.