ISO/IEC 20000-1 – IT Service Management System

Scope:
ISO/IEC 20000-1 is a management system standard that enables organizations to plan, deliver, operate, and continuously improve IT services in a structured, measurable, and sustainable manner. The system infrastructure established within this scope is based on service level management (SLA), incident and problem management, change management, capacity and continuity planning, and regular monitoring of service performance. In this way, IT services are aligned with business objectives, ensuring continuous and high-quality service delivery.

Benefits:
IT service quality is improved and service disruptions are minimized. User satisfaction increases, and IT processes become more controlled and efficient. Performance management is strengthened through measurable service levels, and costs are optimized. At the same time, a sustainable and reliable IT infrastructure is established to support digital transformation initiatives.

Regulations:
The system infrastructure established under ISO/IEC 20000-1 supports compliance with IT, data, and sector-specific regulations in Türkiye and the European Union. In Türkiye, key obligations include IT service continuity, data security, and system management requirements under the Electronic Communications Law, the Personal Data Protection Law (KVKK), and the Banking Law. In addition, regulations issued by the Information and Communication Technologies Authority (BTK), the Capital Markets Board (SPK), and the Banking Regulation and Supervision Agency (BDDK) regarding information systems and service continuity are also binding. In the European Union, IT service security and continuity are primarily governed by the General Data Protection Regulation (GDPR) and the NIS Directive.

Through the ISO/IEC 20000-1 framework, organizations standardize IT service processes, monitor service levels, manage incidents and disruptions systematically, and operate continuous improvement mechanisms. This structure ensures compliance with service continuity, data protection, and performance requirements while establishing a sustainable and audit-ready IT service management system.