1.1 General
This document provides guidance for including sustainability within a service management system (SMS) based on the requirements defined in ISO/IEC 20000‑1. It is aimed at:
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— organizations that are intending to implement the requirements of ISO/IEC 20000‑1 and directly address sustainability;
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— organizations that intend to leverage their existing SMS to enable sustainability actions and sustainable delivery;
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— consultants, trainers and other experts supporting organizations that utilize ISO/IEC 20000‑1, so that they can be informed on how to include sustainability actions in an SMS.
Sustainability in this context has three interdependent dimensions, which are environmental, social
and economic. Annex A expands on the three dimensions with examples of each.
The guidance provided in this document aims to help organizations consider and address
sustainability objectives as well as challenges related to their services. The complexity and detail
surrounding the inclusion of sustainability within an SMS will vary and be dependent on the context of the organization, the
scope of the SMS, compliance obligations and the nature of the services within the
scope of the SMS.