DANSK DS/ISO/IEC 20000-1 PDF

This part of ISO/IEC 20000 is a service management system (SMS) standard. It specifies requirements 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 services to fulfil service requirements. This part of ISO/IEC 20000 can be used by: a) an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled; b) an organization that requires a consistent approach by all its service providers, including those in a supply chain; c) a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements; d) a service provider to monitor, measure and review its service management processes and services; e) a service provider to improve the design, transition, delivery and improvement of services through effective implementation and operation of the SMS; f) an assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in this part of ISO/IEC 20000. Figure 2 illustrates the SMS, including the service management processes. The service management processes and the relationships between the processes can be implemented in different ways by each service provider. As the nature of the relationship between each service provider and the customer will influence how the service management processes are implemented, the relationships between processes are not illustrated in Figure 2.