ISO/IEC 20000-1:2018 Service Management System

This specifies requirements for an organization to establish, implement, maintain, and continually improve a service management system (SMS).

The requirements include the planning, design, transition, delivery, and improvement of services to meet the service requirements and deliver value.

Why SMS

  • Customer seeking services and requiring assurance regarding the quality of those services.
  • Customer requiring a consistent approach to the service lifecycle by all its service providers, including those in a supply chain.
  • An organization to demonstrate its capability for the planning, design, transition, delivery, and improvement of services.
  • An organization to monitor, measure and review its SMS and the services
  • An organization to improve the planning, design, transition, delivery, and improvement of services through effective implementation and operation of an SMS
  • An organization or other party performing conformity assessments against the requirements specified in this document.
  • A provider of training or advice in service management.

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