The use of technology is increasingly indispensable in all areas of work and these uses in turn generate added value. These uses in turn generate added value; it is essential for organizations to comply with certain standards and criteria at the service management level. and criteria at the service management level in order to remain competitive in the market. in order to remain competitive in the market, among these standards are ISO/IEC 20000-1, ISO/IEC 20000-1 and ISO/IEC 20000-1. ISO/IEC 20000-1:2011, which is a quality standard used for the certification of service for the certification of IT management and support services.