Development and Implementation of Service Management System in IT-Company for Compliance with International Standard ISO/IEC 20000-1:2018

In the new context of the digital economy enterprises are increasingly shifting to the area of the services. We buy software as a service, platforms as a service, infrastructure as a service, network as a service, data storage as a service. Everything that we buy now include a service and very few IT-products are without accompanying services. In this situation, service management in IT-company will be more and more in demand over the next years. The Service Management System is becoming an important aspect of business. The article explores determining of the Service Management System processes in an IT-company: structure, composition and interactions according to standard ISO/IEC 20000-1:2018, the structure and composition of the Service Management System documentation.