The most common area for debate and confusion is that of defining an appropriate scope for assessment against ISO/IEC 20000. This is primarily due to the fact that there are many potential options for a service provider.
Fundamentally, before setting off down a route to compliance and, perhaps, certification to the standard, service providers should understand what they are trying to achieve, and why.
For some service providers, the definition of scope may be predefined, as their customers have specified that they need to achieve certification for a particular contract.
For example, BT Global Services were successful with bids for services to the UK’s National Health Service (NHS), the ...