1 Scope
This document provides guidance for organizations on how to implement a service management
system (SMS). Organizations can use this document to implement the entire SMS in order
to conform to the requirements specified in ISO/IEC 20000‑1, or parts of an SMS for a selected subset of requirements. This document illustrates
a generic plan to manage implementation activities for an SMS.
The intended users of this document are:
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a) organizations that require support on how to implement an SMS;
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b) consultants and advisors who support an organization during SMS implementation.
This document can be used together with the other parts of ISO/IEC 20000 series.