This part of ISO/IEC 20000 provides guidance for an approach to implement an SMS that can fulfil the requirements specified in ISO/IEC 20000-1:2011. This part of ISO/IEC 20000 illustrates a generic, three-phased plan to manage implementation activities, taking into consideration the design, transition, delivery, management and improvement of services. The service provider can tailor the phases to suit its needs and constraints.

This part of ISO/IEC 20000 can be used together with the other parts of ISO/IEC 20000.