scope:

1.1 General This part of ISO/IEC 20000 is a management system standard which specifies requirements for the service provider to establish, implement, operate, monitor, measure, review and improve an SMS for the design, development, transition and delivery of services that fulfil service requirements. It 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 their service providers, including those in a supply chain; c) the service provider that intends to demonstrate their capability for the design, development, transition and delivery of services that fulfil service requirements; d) the service provider to monitor and measure their service management processes and services; e) the service provider to improve the design, development, transition and delivery of services through the effective implementation and operation of the SMS; f) an assessor 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 shows the SMS, including the service management processes specified in Clauses 5 to 9. The service management processes and the relationships between the processes may be implemented in different ways by different service providers. The nature of the relationship between the service provider and customers will influence how the SMS is implemented to fulfil the requirements specified in this part of ISO/IEC 20000.