This Standard is a service management system (SMS) standard.

It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS.

The requirements include the design, transition, delivery and improvement of services to fulfil service requirements.

This Standard can be used by:

a) an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;

b) an organization that requires a consistent approach by all its service providers, including those in a supply chain;

c) a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;

d) a service provider to monitor, measure and review its service management processes and services;

e) a service provider to improve the design, transition and delivery of services through effective implementation and operation of an SMS;

f) an assessor or auditor as the criteria for a conformity assessment of a service providers SMS to the requirements in this Standard.

This document applies to

—    instant delivery, which generally applies to the retail, catering and medical sectors (including online food delivery, grocery delivery and medical supplies delivery); and

—    last-mile delivery with intermediate transfer, which generally applies to express and e-commerce fields (referring to the last-mile delivery of parcels).

This document does not apply to cold chain logistics.