1 Scope

This part of ISO/IEC 20000 defines the requirements for a service provider to deliver managed services of an acceptable quality for its customers.

It may be used:
a) by businesses that are going out to tender for their services;
b) by businesses that require a consistent approach by all service providers in a supply chain;
c) by service providers to benchmark their IT service management;
d) as the basis for an independent assessment;
e) by an organization which needs to demonstrate the ability to provide services that meet customer requirements; and
f) by an organization which aims to improve service through the effective application of processes to monitor and improve service quality.