scope:

This part of ISO/IEC 20000 defines the requirements for a service provider to deliver managed services of an acceptable quality for its customers. It may be used: a) by businesses that are going out to tender for their services; b) by businesses that require a consistent approach by all service providers in a supply chain; c) by service providers to benchmark their IT service management; d) as the basis for an independent assessment; e) by an organization which needs to demonstrate the ability to provide services that meet customer requirements; and f) by an organization which aims to improve service through the effective application of processes to monitor and improve service quality.