The service management community is showing an increasing shift toward the adoption of Agile and DevOps principles. There is a misperception that Agile and DevOps principles and ISO/IEC 20000-1 requirements are mutually exclusive. ISO/IEC TS 20000-15 clearly demonstrates the compatibility between ISO/IEC 20000-1, Agile, and DevOps.
The service management community is showing an increasing shift toward the adoption of Agile and DevOps principles. There is a misperception that Agile and DevOps principles and ISO/IEC 20000-1 requirements are mutually exclusive. There is no requirement in ISO/IEC 20000-1 that specifies the “how” to deliver services – ISO/IEC 20000-1 focuses on “what” must be considered. The adopting organization has complete control on how they will demonstrate conformance to the requirements. Agile and DevOps principles address specific needs in service delivery (e.g., speed, flexibility),
ISO/IEC TS 20000-15 shows how to incorporate the Agile and DevOps philosophies into a new or existing service management system (SMS). Agile and DevOps complement the evolution and continuous improvement of an SMS especially in environments of high uncertainty or constant change, where customer centricity is key to successful service delivery.
The development of this document is led by Dolf van der Haven (NEN) and is supported by Pierre-Olivier Portmann (ILNAS), Dwight Lindstrom (BSI), Carlos López (UNE), Guiying Liang (SAC), and Igor Saglier (AFNOR). This group of international experts bring the necessary breadth of knowledge to provide concise and accurate guidance to support these management methodologies within a SMS.
This document is expected to publish in late 2024.