Preface

Standards development within the Information Technology sector is harmonized with international standards development. Through the CSA Technical Committee on Information Technology (TCIT), Canadians serve as the Canadian Advisory Committee (CAC) on ISO/IEC Joint Technical Committee 1 on Information Technology (ISO/IEC JTC1) for the Standards Council of Canada (SCC), the ISO member body for Canada and sponsor of the Canadian National Committee of the IEC. Also, as a member of the International Telecommunication Union (ITU), Canada participates in the International Telegraph and Telephone Consultative Committee (ITU-T).

This Standard supersedes CAN/CSA-ISO/IEC 20000-1-06 (adoption of ISO/IEC 20000-1:2005).

Scope
1.1 General

This part of ISO/IEC 20000 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 part of ISO/IEC 20000 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 part of ISO/IEC 20000.