本文件规定了组织建立、实施、维护和持续改进服务管理体系（SMS）的要求。本文件规定的要求包括服务的规划、设计、过渡、交付和改进，以满足服务要求并实现价值。本文件可供以下人员使用: a） 寻求服务并要求保证服务质量的客户； b） 客户要求其所有服务提供商（包括供应链中的服务提供商）对服务生命周期采取一致的方法； c） 展示其规划、设计、过渡、交付和改进服务能力的组织； d） 监控、测量和审查其SMS和服务的组织； e） 通过SMS的有效实施和运行，改进服务的规划、设计、过渡、交付和改进的组织； f） 根据本文件规定的要求进行符合性评估的组织或其他方； g） 在服务管理方面提供培训或建议的人。 本文件中使用的术语“服务”指SMS范围内的一项或多项服务。本文件中使用的术语“组织”指SMS范围内管理并向客户提供服务的组织。 SMS范围内的组织可以是更大组织的一部分，例如，大型公司的一个部门。管理并向内部或外部客户提供服务的组织或组织的一部分也可以称为服务提供商。本文件明确区分“服务”或“组织”这两个术语的不同用途。

This document specifies requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS). The requirements specified in this document include the planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value. This document can be used by: a) a customer seeking services and requiring assurance regarding the quality of those services; b) a customer requiring a consistent approach to the service lifecycle by all its service providers, including those in a supply chain; c) an organization to demonstrate its capability for the planning, design, transition, delivery and improvement of services; d) an organization to monitor, measure and review its SMS and the services; e) an organization to improve the planning, design, transition, delivery and improvement of services through effective implementation and operation of an SMS; f) an organization or other party performing conformity assessments against the requirements specified in this document; g) a provider of training or advice in service management. The term "service" as used in this document refers to the service or services in the scope of the SMS. The term "organization" as used in this document refers to the organization in the scope of the SMS that manages and delivers services to customers. The organization in the scope of the SMS can be part of a larger organization, for example, a department of a large corporation. An organization or part of an organization that manages and delivers a service or services to internal or external customers can also be known as a service provider. Any use of the terms "service" or "organization" with a different intent is distinguished clearly in this document.