Organizations to implement ITSMS, the selection of the IT service management system (ISO20000) certification scope depends on the organization's management needs and business needs. At the same time, the completeness and rationality of the ISO20000 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. Authentication scope should use some parameters to define the authentication scope. The parameters will ensure that the scope of the certification is 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. Additional parameters may also be included if the scope of certification is to be precise and clear. Examples of parameters are as follows:

  1. The organizational unit that provides the service (for example: 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 (eg: server; desktop, network, communication, storage system, environmental equipment, application system, multimedia system)

   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.