ISO 2000 : Clause 1 – Scope

by Alex .

A service management system (SMS) standard is ISO/IEC 20000. It outlines the conditions that must be met by the service provider for an SMS to be established, implemented, run, monitored, reviewed, maintained, and improved. The ISO 9001 international standard for quality management systems and the ITIL best practices for IT service management are the foundations of the new standard. The ISO/IEC 20000 standard for IT service management is widely accepted. Organizations use it to show that they are dedicated to quality and have the resources necessary to deliver services that satisfy clients and any applicable legal and regulatory obligations. Additionally, it lowers expenses, serves as a baseline for ongoing improvement, and boosts customer satisfaction.

ISO 2000 : Clause 1 – Scope

All facets of IT service management, including service design, transition, delivery, and improvement, are covered by the scope of ISO/IEC 20000. Processes, including service delivery, service level management, incident and problem management, capacity management, and change management, are included in it. It also consists of the service providers' training needs, organizational structure, roles, and responsibilities.

What is the Scope of ISO 20000?

It is crucial to establish the scope of the ISO 20000 system in order to create an IT service management system (ITSM) that is effective. The procedures, people, and other resources that go into providing the services covered by the ITSM are defined under the scope of ISO 20000. It also provides information on where these services are offered. When all of these elements are taken into account, it will be simpler to measure the success of the ITSM and to set expectations for both customers and service providers. 

ISO 20000 Templates


What particular things fall under the scope of ISO 20000?


There are a few things that fall under ISO 20000's purview. We'll examine these items in this blog article along with how they aid elevate the standard of services. The Service Lifecycle is the first aspect of ISO 20000. It encompasses all phases of the Service, from conception and design to implementation and retirement. The service lifecycle enables services to be supplied in a predictable, repeatable manner and to satisfy the needs of customers and other stakeholders.

ISO 2000 : Clause 1 – Scope

The second item that is covered by ISO 20000 is the service catalogue. All of the services that a company delivers are included in the service catalogue, which is used to make sure that they are consistently and dependably provided. The Service Catalog also makes sure that clients are aware of the services that are offered to them and that they can trust that these services will satisfy their demands. The Service is the third element covered by ISO 20000. 

How do you determine what is in scope for your organization?

It may take some time to determine what is under your organization's purview. Although it can be appealing, it is not always feasible or realistic to strive to incorporate everything. So how do you decide what is appropriate for your company?

When attempting to respond to this question, there are a few things to take into account. Consider the goals and objectives of your organisation first. What do you hope to accomplish? What are your main concerns?

You must take into account your available resources after determining your goals and objectives. What is realistically possible with the available resources?

The best course of action would be to consider what is practical given the time constraints you have. What is realistically possible for you to do in the time you have?

You can determine what is and is not within your organization's scope by responding to these questions. 



Organizations' views on and approaches to managing service providers must adapt as they switch from conventional delivery models to more flexible and DevOps-focused ones. Likewise, in order to satisfy the demands of their clients and fully support initiatives for digital transformation, service providers must adopt new procedures and technology.

The scope of ISO 20000 is covered in this article along with how it can support businesses as they embark on their digital transformation path. Several of the advantages of having an ISO 20000 certification have also been emphasised.

This paper is a must-read for you if your organisation wants to adopt ISO 20000. You will fully comprehend the scope of ISO 20000 and how it can assist you on your journey towards digital transformation.

ISO 20000 Clause:


ISO 20000 Templates