6 Purpose and scope of the SMS

6.1 Purpose

The purpose of the SMS is to:

1.

2. 3. Understand the organization’s needs and the necessity for establishing service management policy and objectives Monitor and review the performance and effectiveness of the SMS 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]

6.2.2 Services

The following services are within the scope of the SMS:

[If required, list the services at an appropriate level of detail. This may be in the form of service types rather than specifics which are likely to change rapidly over time. The services selected must be consistent with the organizational split given in the previous section]

6.2.3 Geographical location

The following locations are within the scope of the SMS:

[If required, specify the geographical locations in which the organization operates that are included in the SMS scope e.g. the Paris and Atlanta offices, or Germany, or EMEA (Europe, Middle East and Africa)]

6.2.4 Customers

Services delivered to the following customers are included in the scope of the SMS:

[If required, specify names of internal and/or external customers]

6.2.5 Technology

The following technology components are within the scope of the SMS:

[If required, list the relevant technology within scope e.g. o Servers o Networks o Applications o Cloud infrastructure and services]

6.2.6 Exclusions

The following areas are specifically excluded from the scope of the SMS:

[If applicable, detail what is excluded and why, in terms of organizational parts, services, locations, customers and technology. This must remain consistent with the overall approach and not compromise the ability of the SMS to produce the desired results and meet its objectives.]