Service Management System Context, Requirements and Scope
6 Purpose and scope of the SMS 6.1 Purpose The purpose of the SMS is to: 1. Understand the organization’s needs and the necessity for establishing service management policy and objectives 2. Monitor and review the performance and effectiveness of the SMS 3. Continually improve the organization’s IT services based on objective measurement This purpose applies to the scope of the SMS as defined below.
6.2 Scope of the SMS For the purposes of certification within [Organization Name], the boundaries of the SMS are defined as follows: “The service management system of [Service Provider] that delivers [All] IT services to [all] business units and customers within [Organization Name] at [all] locations” Details of the IT services provided can be found within the [Organization Name] Service Catalogue and a list of business units/stakeholders within the Business Relationship Management Plan. The defined scope of [Organization Name]’s SMS takes into account the internal and external factors referred to in sections 4.3 and 4.4 of this document and the requirements referred to in section 5. It also reflects the needs of interested parties and the legal and regulatory requirements that are applicable to the organization. The scope is further clarified below in terms of the parts of the organization, services, geographical location, customers and technology.
6.2.1 Organizational The SMS includes the following parts of the [Organization Name] organization: [If required, specify the parts of the organization included in terms of business function, or other organizational boundary e.g. individual companies within a group structure]
Version 1
Page 20 of 21
[Insert date]
