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.