Nowadays, with the advancement of information technology and its increasing application across various sectors of government, organizations providing information technology-based services are paying greater attention to pursuing the objectives of e-government in order to enhance productivity and improve the quality of service delivery. On the other hand, the implementation of standards such as ISO/IEC 20000 in the field of information technology service management, which has been developed to support the achievement of business objectives and meet customers’ requirements in the field of information technology, plays a significant role in attaining these goals. Given that the implementation of management standards in organizations faces numerous challenges, addressing these challenges and improving service delivery to customers requires continuous actions, monitoring, and audits.