Scope for ISO 20000

ISO 20000-1:2011, “Information technology – Service management – Part 1: Service management system requirements”, specifies the requirements to plan, establish, implement, operate, monitor, review, maintain, and improve a Service Management System (SMS). The requirements include the design, transition, delivery, and improvement of services to fulfill the agreed to service requirements.

Although the requirements in ISO 20000-1 do not change with organizational structure, technology, or service, operating the processes in a particular service environment will result in specific skill, tool, and information requirements. Service management processes can cross many organizational, legal, and national boundaries, as well as, different time zones.

Service providers can provide a range of services to several different types of customers, both internal and external. Service providers can also depend on a complex supply chain for the delivery of services. This dependency can make the agreement and application of the scope a complex stage in the service provider’s use of ISO 20000-1.

ISO 20000-3:2012, “Information technology – Service management – Part 3: Guidance on scope definition and applicability of ISO 20000-1”, can help service providers, consultants, and assessors because it includes practical guidance on scope definition, applicability, and demonstration of conformity to the ISO 20000-1 requirements.

ISO 20000-3 will assist in determining if ISO 20000-1 is applicable to a service provider’s circumstances. It illustrates how the scope of an SMS can be defined, irrespective of whether the reader has experience of defining the scope of other management systems. The ISO 20000-3 guidance takes the form of practical examples, typical scenarios, and recommendations.

ISO 20000-3 also assists in planning service improvements and in preparing for a conformity assessment against the ISO 20000-1 requirements standard. It supplements the guidance on the application of ISO 20000-1 given in ISO 20000-2, “Information technology – Service management – Part 2: Guidance on the application of service management systems”.

ISO 20000-3:2012 replaces ISO/TR 20000-3:2009, and can be ordered at this web page of the ANSI eStandards Store.