What is the content of ISO/IEC 20000 part 3:2009?

Service providers who wish to implement an Service Management System (SMS) that is based on ISO/IEC 20000-1 are required to define the scope of their SMS.

Most service providers are generally dependent on a complex supply chain for the delivery of the overall service and also provide a range of services to several different types of customer.

This makes the definition of service management scope, and the agreement of the scope statement, a complex stage in the service provider's adoption of ISO/IEC 20000.

Therefore, ISO/IEC TR 20000-3:2009 provides guidance on the applicability of ISO/IEC 20000-1 and provides practical examples of scope statements for the service provider, irrespective of whether they have experience of documenting a scope statement required by other management system standards.

It can also assist service providers who are considering using ISO/IEC 20000-1 for implementing a service management system (SMS) and who need specific advice on whether ISO/IEC 20000-1 is applicable to their circumstances and how to define the scope of their SMS.

ISO/IEC TR 20000-3:2009 supplements the advice in ISO/IEC 20000-2, which provides generic guidelines for implementing an SMS in accordance with ISO/IEC 20000-1.

[description from ISO/IEC 20000 Foundation course syllabus as created by GCI Exams]

The Art of Service offers ISO/IEC 20000 Foundation training in line withe the GCI syllabus. This on demand online eLearning program prepares you for the official ISO/IEC 20000 Foundation certification exam