ISO/IEC 20000-3:2019
Information technology — Service management — Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1
This document includes guidance on the scope definition and applicability to the requirements specified in ISO/IEC 20000-1.
This document can assist in establishing whether ISO/IEC 20000-1 is applicable to an organization's circumstances. It illustrates how the scope of an SMS can be defined, irrespective of whether the organization has experience of defining the scope of other management systems.
The guidance in this document can assist an organization in planning and preparing for a conformity assessment against ISO/IEC 20000-1.
Annex A contains examples of possible scope statements for an SMS. The examples given use a series of scenarios for organizations ranging from very simple to complex service supply chains.
This document can be used by personnel responsible for planning the implementation of an SMS, as well as assessors and consultants. It supplements the guidance on the application of an SMS given in ISO/IEC 20000-2.
Requirements for bodies providing audit and certification of an SMS can be found in ISO/IEC 20000-6 which recommends the use of this document.
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Fulfilling the requirements specified in ISO/IEC 20000-1
4.1 Structure of the SMS
4.2 Demonstrating conformity
4.3 Authorities and responsibilities across the service supply chain
5 Applicability of ISO/IEC 20000-1
5.1 Principles of applicability
5.1.1 Applicability
5.1.2 Organization
5.1.3 Commercial status
5.1.4 Scope
5.1.5 Requirements
5.1.6 Authorities and responsibilities
5.2 Parties involved in an SMS
5.2.1 Types of suppliers
5.2.2 Improvements to the SMS and services
5.2.3 Evaluation and selection of other parties
5.3 Control of other parties
5.3.1 Processes, services and service components provided or operated by other parties
5.3.2 Accountability
5.3.3 Integration, interfaces and co-ordination
5.3.4 Definition of controls for measuring and evaluating other parties
5.3.5 Management of the service supply chain
6 General principles for the scope of an SMS
6.1 Introduction
6.2 The scope of the SMS
6.2.1 Defining the scope
6.2.2 Scope definition and assessment
6.2.3 Limits to the scope
6.2.4 Commercial considerations
6.3 Agreements between customers and the organization
6.4 Scope definition parameters
6.4.1 Parameters to define the scope of the SMS
6.4.2 Other parameters
6.5 Validity of scope definition
6.6 Changing the scope
6.7 Service supply chains and SMS scope
6.7.1 Reliance on other parties
6.7.2 Demonstrating conformity across the service supply chain
6.8 Integrating with other management systems
Annex A (informative) Scenario based scope definitions
Bibliography
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Fulfilling the requirements specified in ISO/IEC 20000-1
4.1 Structure of the SMS
4.2 Demonstrating conformity
4.3 Authorities and responsibilities across the service supply chain
5 Applicability of ISO/IEC 20000-1
5.1 Principles of applicability
5.1.1 Applicability
5.1.2 Organization
5.1.3 Commercial status
5.1.4 Scope
5.1.5 Requirements
5.1.6 Authorities and responsibilities
5.2 Parties involved in an SMS
5.2.1 Types of suppliers
5.2.2 Improvements to the SMS and services
5.2.3 Evaluation and selection of other parties
5.3 Control of other parties
5.3.1 Processes, services and service components provided or operated by other parties
5.3.2 Accountability
5.3.3 Integration, interfaces and co-ordination
5.3.4 Definition of controls for measuring and evaluating other parties
5.3.5 Management of the service supply chain
6 General principles for the scope of an SMS
6.1 Introduction
6.2 The scope of the SMS
6.2.1 Defining the scope
6.2.2 Scope definition and assessment
6.2.3 Limits to the scope
6.2.4 Commercial considerations
6.3 Agreements between customers and the organization
6.4 Scope definition parameters
6.4.1 Parameters to define the scope of the SMS
6.4.2 Other parameters
6.5 Validity of scope definition
6.6 Changing the scope
6.7 Service supply chains and SMS scope
6.7.1 Reliance on other parties
6.7.2 Demonstrating conformity across the service supply chain
6.8 Integrating with other management systems
Annex A (informative) Scenario based scope definitions
Bibliography