This Standard 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 Standard 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 implementation and operation of an SMS;
f) an assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in this Standard.