ISO 20000 sets out organizational requirements for the establishment, implementation, maintenance and continuous improvement of a Service Management System (SMS). The requirements set out in this document include planning, designing, transitioning, delivering and improving services to meet the requirements of service and deliver value.
As used in this document, the term “service” refers to the SMS service or services. As used in this document, the term “organization” refers to the organization in the SMS scope that manages and delivers customer services. The organization can be part of a larger organization, such as a large corporation department, in the scope of the SMS. It may also be known as a service provider as an organization or part of an organization that manages and delivers a service or services to internal or external clients. Any use with a different intention of the terms “service” or “organization” is clearly distinguished in this document.
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