Each company is different and requires specific mechanisms for effective management. Advancements in technology and spread of IT technologies results in the fact that each organization has a division responsible for IT coordination. IT structures often are independent and directly affect performance of most business processes. That is why those areas require special attention of the top management. Up until recently, effective IT management was virtually in the hands of the head of IT department. Because there were no IT evaluation tools available on the market, top management had no ways of defining goals and expectations in a clear and accountable way.

The answer to this need is a management system ISO/IEC 20000. This norm issued in 2005 defines guidelines and requirements for IT services management and structure. Similarly to other management systems such as ISO 9001 or ISO 27001 - a standard defines processes, which allow for comprehensive control of IT area such as management of services, infrastructure, configuration, management of effectiveness and financial settlements.

In result, ISO/IEC 20000 standard is an ideal reference document to run comprehensive, objective audit of IT sphere in a company, and to set up IT services quality system. ISO 9001 supplements this standard in a complimentary way and allows for defining IT services in a process-like manner.