The new standard of ISO/IEC20000-1:2011 clearly puts forward the new requirement of "defining the scope". This puts forward more specific requirements and references for organizations to clarify the scope of their certification.

  The selection of the organization's IT service management system (ISO/IEC 20000) certification scope depends on the organization's management needs and business needs. At the same time, the completeness and reasonableness of the certification scope definition is also directly related to the credibility of the certification results.

  The scope of ISO20000 certification specifies the content and boundaries of the certification, and clarifies the objects to be covered by the audit. ISO20000 Scope of Certification There are some parameters that should be used to define the scope of certification. The parameters will ensure that the scope of ISO20000 certification is precise and clear, what is and is not included.

  The scope of ISO20000 certification should include organizational units, services provided, and factors such as physical location, customers and technology that affect service delivery should be considered. More parameters can be included if the scope of ISO20000 certification is accurate and clear. Examples of parameters are as follows:

  1. The organizational unit that provides services (eg: a single department, several departments or all departments)

  2. Available services (for example: single service, service group or all services; financial services, retail services, mail services)

  3. The physical location of the service provider (eg: single office location or multiple office locations; region, country, global)

  4. Included customers (for example: one or more customers served, external customers or internal customers)

  5. Included technologies (for example: servers; desktops, networks, communications, storage systems, environmental equipment, application systems, multimedia systems)

   Since the information involved in the parameters will change over time, the service provider should ensure that the scope of certification is accurate and clear as planned in the early stage, and at the same time, it should meet future development as much as possible. The service provider should also periodically review the service management scope and scope description to ensure its suitability.

The    scope description is structured as follows:

  “The service management system of that delivers to from ”