IT services

This standard sets out the requirements for establishing, implementing, maintaining and continually improving 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.

The standard can be used by:

a) a customer seeking services and requiring assurance regarding the quality of those services;
b) a customer requiring a consistent approach to the service lifecycle by all its service providers;
c) a service provider to demonstrate its capability for the planning, design, delivery and improvement of services;
d) a service provider to monitor, measure and review its SMS and services;
e) a service provider to improve planning, design, transition, delivery and improvement of services through effective implementation and operation of an SMS;
f) a service provider or other party performing conformity assessments against the requirements specified in this standard;
g) a provider of training or advice in service management.

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This is a guide to the establishment of a service management system (SMS) based on ISO/IEC 20000-1. It provides examples and recommendations to enable organizations to interpret and apply ISO/IEC 20000-1, including references to other parts of ISO/IEC 20000 and other relevant standards.

The structure of the guidance is intended to provide a coherent presentation of requirements rather than a model for documenting an organization's policies, objectives and processes. Each organization can choose how to combine the requirements into processes. The relationship between each organization and its customers, users and other interested parties influences how the processes are implemented.

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This standard in the ISO/IEC 20000 series provides guidance on how to implement a service management system (SMS) to fulfil the requirements specified in ISO/IEC 20000-1. It illustrates a generic three-phased approach to manage implementation activities, taking into account the design, delivery, management and improvement of services. The service provider can tailor the phases to suit its needs and constraints.

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This standard can assist users in relating the requirements specified in ISO/IEC 20000–1 to supporting text in the service management frameworks, ITIL. Service providers can refer to this guidance as a cross-reference between the two documents and help them plan and implement a service management system (SMS).

A description of the purpose and content of both publications is followed by a table showing high-level correlations between ITIL and the requirements of ISO/IEC 20000–1. Annex A provides a comparison of terms and definitions. Annex B provides information on the ITIL text that correlates with requirement clauses of ISO/IEC 20000–1.

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This standard covers the main phases, processes and governance aspects of outsourcing, independent of size and sectors of industry and commerce. It is intended to provide a good foundation to enable organizations to enter into, and continue to sustain, successful outsourcing agreements.

Standards give guidance on:

- good outsourcing governance for the mutual benefit of client and provider;
- flexibility of outsourcing agreements, accommodating changing business requirements;
- identifying risks involved with outsourcing;
- enabling mutually beneficial collaboration relationships.

This standard is intended to relate to any outsourcing relationship, whether outsourcing for the first time or not, using a single-provider or multi-provider model, or draft agreements based on services or outcomes. Processes mentioned in this International Standard are intended to be tailored to fit the specific outsourcing strategy and maturity of the client and provider organizations.

This international standard is intended to be used by companies, providers and others, such as:

- decision makers and their empowered representatives
- all stakeholders engaged in facilitating the creation and/or management of outsourcing arrangements
- staff at all levels of experience in outsourcing.

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