scope:

The applicability of ISO/IEC 20000-1 applies to organizations of all sizes, sectors, types and many different organizational forms or business models. ISO/IEC 20000-1 specifies requirements for a set of integrated Service Management processes. This part of ISO/IEC 20000 gives guidance on a suitable sequence of activities and phases for implementing the service management system to fulfil the requirements of ISO/IEC 20000-1, including the integration of the processes. This part of ISO/IEC 20000 proposes a phased approach to implement a SMS. The phased approach provides a structured framework to prioritise and manage the implementation activities. This document suggests, as an example, a generic three phase approach to manage the implementation. The organization may tailor the phases to suit its needs and its constraints. Implementing the processes one-by-one will not provide the expected short-term benefits because of the interrelationship between them. This report also includes advice on development of a business case, the start up project and other activities necessary for the implementation to be successful. The main activities for the development of the business case and start up of the implementation project are shown in Annex A. A list of the main activities required to implement ISO/IEC 20000-1 are in three phases, as shown in Annex B. Many ISO/IEC 20000-1 requirements need to be met by actions over more than one phase, with each phase building upon the achievements of the earlier phase. This part of ISO/IEC 20000 indicates where this is advisable. Once the final phase is completed, the service provider's organization will have an effective SMS. Supporting information that may be useful for the implementation project is provided, including developing objectives, developing policies, document and record management and sample process documentation. A service provider should ensure that ISO/IEC 20000-1 is applicable to their circumstances. The scope of a service provider's service management system is very important and should be identified and agreed early in the plans for implementing ISO/IEC 20000-1. Guidance on defining the scope or changing an agreed scope of a service management system is provided in ISO/IEC 20000-3: Guidance for the scoping and applicability of ISO/IEC 20000-1. The phasing described in this part of ISO/IEC 20000 does not change the intended scope of the service provider's service management system, i.e. the scope itself is not subject to phased changes as a result of adopting the advice in this part of ISO/IEC 20000. Instead, each phase improves the service management system needed for the service providers agreed scope, building on the results of the previous phase. This part of ISO/IEC 20000 may also be used in conjunction with ISO/IEC 20000-2: Code of Practice, ISO/IEC TR 20000-4: Process reference model for IT service management and ISO/IEC TR 15504-8: Process assessment model for IT service management.