What is this standard about?
It provides guidance on the scope definition and applicability of BS ISO/IEC 20000-1 Information technology. Service management – a standard which helps users establish and run a service management system (SMS), the aim of which is to systematically and consistently improve the delivery of a service.
Who is this standard for?
Personnel responsible for planning the implementation of an SMS, as well as assessors and consultants.
Why should you use this standard?
The operation of a service management system (SMS) may involve many parties across legal jurisdictions, national boundaries and time zones. In particular, this standard can help in establishing whether BS ISO/IEC 20000-1 is applicable to an organization’s specific circumstances.
It also illustrates how the scope of an SMS can be defined, irrespective of whether the organization has experience of defining the scope of other management systems.
NOTE: This standard doesn’t add any requirements to Part 1. It simply takes the form of examples, guidance and recommendations.
What’s changed since the last update?
This is the third edition of this standard. It’s a technical revision which cancels and replaces the 2012 standard. The main changes are:
a) It’s been updated to align more closely with BS ISO/IEC 20000:2018
b) Example scenarios have been updated to reflect contemporary service management environments including complex supply chains