ISO/IEC 20000:2018 is the first internationally recognized standard for IT service management. The standard is divided into two parts: ISO/IEC 20000-1, which introduces the requirements for establishing and implementing an IT service management system, and ISO/IEC 20000-2, which introduces best practices for service management implementation. ISO/IEC 20000:2018 is specifically focused on the Information Technology Service Management System (ITSMS), aiming to provide businesses and organizations with a management framework to ensure that their IT services are effectively planned, designed, deli