ISO/IEC TR 20000-17:2024Published

Information technology — Service management — Part 17: Scenarios for the practical application of service management systems based on ISO/IEC 20000-1:2018

Technologies de l'information — Gestion des services — Partie 17: Scénarios pour l'application pratique des systèmes de gestion des services sur la base de l'ISO/IEC 20000-1:2018

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Abstract / scope

This document provides scenarios, explanations and examples for the practical application of service management systems (SMS) based on ISO/IEC 20000-1:2018. These scenarios provide examples of situations in which an SMS can be used and how the requirements of ISO/IEC 20000-1:2018 can be applied.

This document can be used with ISO/IEC 20000-1 as well as with ISO/IEC 20000-2, ISO/IEC 20000-3, ISO/IEC TS 20000-5 and other parts of the ISO/IEC 20000 series.

This document is aimed at:

a) organizations that are intending to implement an SMS based on the requirements of ISO/IEC 20000-1;

b) organizations that have already implemented an SMS based on the requirements of ISO/IEC 20000-1;

c) consultants, trainers and other experts supporting these organizations.

This document does not add to, change or replace any of the requirements in ISO/IEC 20000-1. This document is not intended to be used for a conformity assessment.