•an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
•an organization that requires a consistent approach by all its service providers, including those in a supply chain;
•a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfill service requirements;
•a service provider to monitor, measure and review its service management processes and services;
•a service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;
•an assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO/IEC 20000-1:2011.