ISO/IEC 20000-1:2018 specifies the basis for a IT service management system (ITSMS). However, the structure of this document is not unique to this type of system. In fact, the ISO/IEC 20000-1:2018 standard was changed to include the shared ISO high level structure (Annex SL), which helps to assure the usefulness and interconnectivity of ISO management system standards.
A SMS supports the management of the service lifecycle (planning, design, transition, delivery, and improvement of services) by incorporating the context of the organization, leadership, planning, support and operation of the SMS and its processes, and performance evaluation. This can provide a greater understanding of the customers’ needs and offer a better value for those customers in delivering services, giving ongoing visibility, and allowing for continual improvement.
ISO/IEC 20000-1:2018 covers guidelines for an organization to establish, implement, maintain, and continually improve a service management system. This international standard document has a wide range of use, with potential users including: a customer seeking services and desiring assurance for the quality of those services; a customer needing a consistent approach to the service lifecycle; an organization needing to demonstrate its capability for and/or improve the planning, design, transition, delivery, and improvement of services; an organization desiring to monitor, measure, and review its SMS; an organization or other party performing conformity assessments against the requirements specified in this document; and a provider of training or advice in the field of service management.
While ISO/IEC 20000-1:2018 has historically been used for IT services, it is increasingly being applied to other services to improve business processes and decision making. In fact, some of the changes that distinguish ISO/IEC 20000-1:2018 from the previous edition of this standard—the second edition that came out in 2011—are focused on updating the document to better meet market trends. However, these changes and the inclusion of the high level structure are by no means the only alterations made to ISO/IEC 20000-1:2018.
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