This part of ISO/IEC 20000 is a service management system (SMS) standard. It Specifies requirement 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 service to fulfill service requirements. This part of ISO/IEC 20000 can be used by:
- An organization seeking services from providers and requiring assurance that their service requirement will be fulfilled.
- An organization that requires a consistent approach by all its service provider, including those in a supply chain.
- An service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of service to fulfill service requirements.
- A service provider to monitor, measure and review its service management processes and service.
- A service provoder to improve the design, transition and delivery of service through effective implementation and operation of an SMS.
- An assessor or auditor as the criteria for a comformity 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 realitionships between the processes can be implemented in different ways by different service providers. The nature of the relationship between a service provider and the customers wil be influence how the service management processes are implemented.
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