scope:

General

This part of ISO/IEC 20000 is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil service requirements. This part of ISO/IEC 20000 can be used by:

a) an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;

b) an organization that requires a consistent approach by all its service providers, including those in a supply chain;

c) a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;

d) a service provider to monitor, measure and review its service management processes and services;

e) a service provider to improve the design, transition and delivery of services through effective implementation and operation of an SMS;

f) an assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in this part of ISO/IEC 20000.

Figure 2 illustrates an SMS, including the service management processes. The service management processes and the relationships between the processes can be implemented in different ways by different service providers. The nature of the relationship between a service provider and the customer will influence how the service management processes are implemented.