This document provides guidance on the application of a service management system (SMS)
based on ISO/IEC 20000-1. It provides examples and recommendations to enable organizations to
interpret and apply ISO/IEC 20000-1, including references to other parts of ISO/IEC 20000 and other
Figure 1 illustrates an SMS with the clause content of ISO/IEC 20000-1. It does not represent a structural
hierarchy, sequence, or authority levels.