ISO IEC 20000-3-2019 PDF

Full title and description

St ISO IEC 20000-3:2019 — Information technology — Service management — Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1. This part of the ISO/IEC 20000 series provides practical guidance to help organizations define the scope of a Service Management System (SMS) and determine the applicability of the requirements in ISO/IEC 20000-1.

Abstract

ISO/IEC 20000-3:2019 offers guidance for establishing whether ISO/IEC 20000-1 is applicable to an organization’s circumstances, illustrates how an SMS scope can be defined across simple and complex service supply chains, and supports planning and preparation for conformity assessment. Annex A contains example scope statements using a range of service scenarios. The document is intended for personnel planning SMS implementation, assessors and consultants, and complements ISO/IEC 20000-2; ISO/IEC 20000-6 addresses certification bodies and recommends use of this guidance.

General information

• Status: Published; confirmed as current following review.
• Publication date: August 2019 (Edition 2).
• Publisher: International Organization for Standardization (ISO) / joint ISO/IEC publication (ISO/IEC JTC 1/SC 40).
• ICS / categories: 35.020 (Information technology) and 03.080.99 (Other services / IT service management).
• Edition / version: Edition 2 (ISO/IEC 20000-3:2019).
• Number of pages: 28 pages (official ISO text).

Scope

This standard provides guidance on defining the scope of a Service Management System (SMS) and on assessing the applicability of the requirements in ISO/IEC 20000-1 to an organization’s services, processes, locations and supply relationships. It is intended to assist organizations of varying size and complexity in scoping an SMS and preparing for conformity assessment. Annex A supplies illustrative scope statement examples covering simple to complex supply-chain scenarios.

Key topics and requirements

• Guidance on establishing whether ISO/IEC 20000-1 is applicable to an organization’s circumstances.
• Methodology and criteria for defining the boundaries and applicability of an SMS (services, processes, locations, suppliers).
• Considerations for complex service supply chains and multi-supplier environments.
• Examples of scope statements (Annex A) to illustrate practical application across scenarios.
• Guidance intended to support planning for conformity assessment and to complement ISO/IEC 20000-2 and ISO/IEC 20000-6.

Typical use and users

Used by IT service providers, internal service organizations, consultants, auditors and certification bodies preparing for or conducting assessments against ISO/IEC 20000-1. Typical activities include defining SMS boundaries, determining requirement applicability, documentation of scope statements, and planning conformity assessments.

Related standards

Part of the ISO/IEC 20000 family. Directly related documents include ISO/IEC 20000-1 (requirements for an SMS), ISO/IEC 20000-2 (guidance on the application of an SMS), and ISO/IEC 20000-6 (requirements for bodies providing audit and certification of an SMS), among other parts of the series.

Keywords

Service management, SMS, scope definition, applicability, ISO/IEC 20000, conformity assessment, service supply chain, IT service management.

FAQ

Q: What is this standard?

A: ISO/IEC 20000-3:2019 is Part 3 of the ISO/IEC 20000 series providing guidance on scope definition and applicability of ISO/IEC 20000-1 (service management system requirements).

Q: What does it cover?

A: It covers how to determine whether ISO/IEC 20000-1 applies to an organization, how to define the SMS boundaries (services, processes, locations, suppliers), and gives example scope statements to illustrate practical application.

Q: Who typically uses it?

A: IT service providers, internal service teams, consultants, assessors and certification bodies involved in implementing, assessing or certifying an SMS.

Q: Is it current or superseded?

A: Edition 2 (2019) is the current published edition; the ISO record shows the standard was reviewed and confirmed as current in a five‑year review cycle (confirmed in 2024). The 2012 edition was withdrawn and replaced by the 2019 edition.

Q: Is it part of a series?

A: Yes — it is part of the ISO/IEC 20000 series for IT service management; it specifically complements ISO/IEC 20000-1, -2 and -6 among other parts.

Q: What are the key keywords?

A: Service management, scope, applicability, SMS, ISO/IEC 20000, conformity assessment, service supply chain.