Information Technology -- Service Management -- Part 17: Scenarios for the practical application of service management systems
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 have arisen from comments resulting from the practical usage of ISO/IEC 20000-1:2018 over the years since its publication. These comments provided evidence of apparent misconceptions and a lack of knowledge about how ISO/IEC 20000-1:2018 and an SMS can be applied.
This document aims to support users of ISO/IEC 20000-1:2018 in its application to establish and improve an SMS using examples of practical situations. The list of scenario-based examples in this document is not exhaustive and other scenarios are possible.