Service Management - Requirements

Document Information

GSC Classification OFFICIAL
Access Policy Open
Reference bps20763-0000-00
Document Status Review Status
Primary Classification
Author Organisation International Standards Organisation
Sponsor OrganisationNot Known
Trustee NPTC Standards Working Group,

Copyright Notice Copyright (c) 2016 National Police Technology Council (NPTC) group and the persons identified as the document authors. All rights reserved.


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 agreed service requirements. ISO/IEC 20000-1-2011 can be used by-

an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
an organization that requires a consistent approach by all its service providers, including those in a supply chain;
a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;
a service provider to monitor, measure and review its service management processes and services;
a service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;
an assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO/IEC 20000-1-2011.


The usage scenarios for bps20763-0000-00 have not been documented yet.

Normative References

bps20763-0000-00 link




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