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ISO/IEC JTC 1/SC 40/WG 2 is the committee that continually looks at service delivery in today’s environment. We explore the various frameworks, methodologies, technologies, and management methods and work to ensure the continual development and maturity of service management requirements that meet consumer and management needs of today as well as the future.
ISO/IEC 20000-1:2018 is the standard that specifies ​requirements for the establishment, implementation, maintenance, and improvement of a service management system (SMS). This is simply, a system of defined practices and resources that ensure effective and efficient management of services. Requirements are generic and applicable to all types of companies, large or small.
Information Technology -- Service Management -- Part 17: Scenarios for the practical application of service management systems
Information technology — Service management — Part 15: Guidance on the application of Agile and DevOps principles in a service management system
ISO/IEC TS 20000-14 Information Technology - Service Management - Part 14: Guidance on the application of Service Integration and Management to ISO/IEC 20000-1
ISO/IEC TS 20000-5:2021 Information technology — Service management — Part 5: Implementation guidance for ISO/IEC 20000-1
ISO/IEC TS 20000-11:2021 Information technology — Service management — Part 11: Guidance on the relationship between ISO/IEC 20000-1:2018 and service management frameworks: ITIL®
ISO/IEC 20000-1:2018 Information technology — Service management — Part 1: Service management system requirements
ISO/IEC 20000-2 :2019 Information technology — Service management — Part 2: Guidance on the application of service management systems
ISO/IEC 20000-3:2019 Information technology — Service management — Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1
ISO/IEC TR 20000-5:2013 Information technology — Service management — Part 5: Exemplar implementation plan for ISO/IEC 20000-1 (under revision)
ISO/IEC 20000-6:2017 Information technology — Service management — Part 6: Requirements for bodies providing audit and certification of service management systems
ISO/IEC 20000-10:2018 Information technology — Service management — Part 10: Concepts and vocabulary
The principles of service management support the activities of the provider but puts the consumer needs to the front of service delivery. In this relationship, it is the ability of the service provider to have the right skills and capabilities to ensure an efficient and effective service. The service provider plans for and manages the delivery, support, and improvement of the service for the consumer with the aim of making it easier for the consumer to use, thus increasing the value of that service. The consumer engages with the provider to fulfill a given need. Thus, service management provides the best practices that, when adopted and adapted by the provider, support the full lifecycle of the service.
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