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ISO 20000:2018 Certification Services this standard is designed to specify requirements for the establishment, implementation, maintenance and continuous improvement of the Service Management System (SMS). An SMS supports the management of the service lifecycle, including planning, design, transition, delivery and improvement of services, which meet agreed requirements and provide value to the organization providing customers, users and services. The adoption of an SMS is a strategy decision for an organization and is influenced by the organization's objectives, governing bodies, other parties involved in the service life cycle and the need for efficient and flexible services.

The implementation and operation of an SMS provides continuous visibility, control of services and continuous improvement, leading to greater effectiveness and efficiency. Better service management applies to SMS and services. This document is intentionally independent of specific instructions. The organization can use a combination of generally accepted frameworks and its own experience. The requirements specified in this document are in accordance with commonly used correction methods. Appropriate service management tools can be used to support SMS.

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