This document provides guidance on the use of experience management (XM) in a service management system (SMS) based on ISO/IEC 20000-1. The target group for this document includes professionals and organizations interested in using XM.

XM can focus on various aspects of experience with the services by customers, users, personnel, suppliers and other interested parties.

XM practices are intended to optimize the value to interested parties and to improve the quality of the services provided. XM is not a stand-alone methodology but should be integrated into the existing or new SMS which is used to operate the services.

NOTE            This document does not distinguish between organizations providing services to internal or external customers (known as internal or external service providers). XM applies to internal and external service providers and their respective suppliers.