ISO/IEC 20000-1:2011, a service management system (SMS) standard, is adopted by the IEEE in this 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 fulfill agreed service requirements. This standard can be used by the following: 1) An organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled. 2) An organization that requires a consistent approach by all its service providers, including those in a supply chain. 3) A service provider that intends to demonstrate its capability for the design, transition, delivery, and improvement of services that fulfill service requirements. 4) A service provider to monitor, measure, and review its service management processes and services. 5) A service provider to improve the design, transition, deliver...

1.1 General 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 and delivery of services through effective...