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.

The relationships between the processes depend on the application within an organization and are generally too complex to model and therefore relationships between processes are not shown in this diagram.

The list of objectives and controls contained in this part of ISO/IEC 20000 are not exhaustive, and an organization may consider that additional objectives and controls are necessary to meet their particular business needs. The nature of the business relationship between the service provider and business will determine how the requirements in this part of ISO/IEC 20000 are implemented in order to meet the overall objective.

As a process based standard this part of ISO/IEC 20000 is not intended for product assessment. However, organizations developing service management tools, products and systems may use both this part of ISO/IEC 20000 and the code of practice to help them develop tools, products and systems that support best practice service management.