IS0/IEC20000 T servIce management IEC ISo Advice from ISO/IEC JTC 1/SC 40 Contents Acronyms and abbreviations 2 Introduction 4 The value of implementing service management 5 Structure of this guide 6 SEcTIoN 1 - Getting started with IS0/IEC 20000 8 Overview of the IS0/IEC 20000 series 9 Getting started 10 General requirements 13 Clause 8: Operation of the SMS 18 Using Lean, Agile and DevOps with IS0/IEC 20000-1 32 The impact of using Lean, Agile and DevOps with ISO0/IEC 20000-1 34 IS0/IEC 20000-1 and digitally-disruptive emerging technologies 38 IS0/lEC 20000 for small-to-medium sized enterprises 44 Section 2 - Achieving sustained success in service management 47 What is sustained success? 48 49 Process aspects Organizational aspects 51 Individual aspects 54 Section 3 - IS0/IEC 20000-1 and related frameworks 61 Integrating management systems using Annex SL 62 Quality management with IS0 9001:2015 64 Information-security management with IS0/IEC 27001:2013 65 Risk management with IS0 31000:2018 66 Business and service continuity-management with IS0 22301:2012 68 Governance of services with IS0/IEC 38500:2015 69 Project management 69 Other service-management frameworks 70 73 Conclusion: the customer's view Annex A - Process design 74 Bibliography 79 Copyright protected document All rights reserved. Unless otherwise speci- ISO copyright office fied, or required in the context of its imple- CP 401 · Ch. de Blandonnet 8 mentation, no part of this publication may be CH-1214 Vernier, Geneva reproduced or utilized otherwise in any form Phone: +41 22 749 01 11 or by any means, electronic or mechanical, Fax: +41 22 749 09 47 Email: [email protected] including photocopying, or posting on the Website: www.iso.org internet or an intranet, without prior written permission. Permission can be requested Published in Switzerland from either ISO at the address below or ISO's member body in the country of the requester. @ IS0 2019 ISo/lEC 2000o IT servicemanagement:apractical guide-1