ISO/IEC 20000-1- Business Directory

This part of ISO / IEC 20000 is a service management system (SMS) standard. Defines the requirements for the service provider to plan, set up, implement, operate, monitor, assess and improve SMS. Requirements include the design, transition, delivery and improvement of services to meet service requirements. Figure 2 shows the SMS, including service management processes. Different service providers may implement service management processes and process relationships in different ways. The type of relationship between the service provider and the customer affects how the service management processes are implemented.