The first process group of the ISO/IEC 20000 standard defines the bases and principles for successful implementation of the management system. This follows the objective of providing a management system taking into account basic principles and structures in order to facilitate a properly coordinated management and effective implementation of IT services.

One prerequisite for this is a customer and process-orientated method of working in all areas of information technology. This necessary cultural change cannot simply be demanded of the employees but instead must receive the active support and encouragement of the management which must lead by example.

Under ISO 20000 the IT strategy is particularly important for these IT service management disciplines for which the senior management is responsible. In addition, the striving for continual improvement in all IT areas must be decreed as a binding guideline and consistently implemented.