1 Introduction

[Organization Name] is committed to ensuring the quality of its products and services and to enhancing customer satisfaction and has implemented a Service Management System (SMS) that is compliant with ISO20000, the international standard for service management systems.

The purpose of this document is to describe the way the business operates, internal and external factors influencing it, and to highlight in general terms the direction of the organization. This will allow the scope of the SMS to be appropriately defined and high-level objectives to be set.