ISO/IEC TS 20000-5:2022
(Main)Information technology — Service management — Part 5: Implementation guidance for ISO/IEC 20000-1
Information technology — Service management — Part 5: Implementation guidance for ISO/IEC 20000-1
This document provides guidance for organizations on how to implement a service management system (SMS). Organizations can use this document to implement the entire SMS in order to conform to the requirements specified in ISO/IEC 20000-1, or parts of an SMS for a selected subset of requirements. This document illustrates a generic plan to manage implementation activities for an SMS. The intended users of this document are: a) organizations that require support on how to implement an SMS; b) consultants and advisors who support an organization during SMS implementation. This document can be used together with the other parts of ISO/IEC 20000 series.
Technologies de l'information — Gestion des services — Partie 5: Exemple de plan de mise en application pour l'ISO/CEI 20000-1
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Standards Content (Sample)
TECHNICAL ISO/IEC TS
SPECIFICATION 20000-5
First edition
2022-01
Information technology — Service
management —
Part 5:
Implementation guidance for ISO/IEC
20000-1
Technologies de l'information — Gestion des services —
Partie 5: Exemple de plan de mise en application pour l'ISO/CEI
20000-1
Reference number
© ISO/IEC 2022
© ISO/IEC 2022
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on
the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below
or ISO’s member body in the country of the requester.
ISO copyright office
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CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
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© ISO/IEC 2022 – All rights reserved
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Key considerations .1
4.1 Understanding ISO/IEC 20000-1 . 1
4.2 Appropriate use of an SMS . 2
4.3 Scope of an SMS . 2
4.4 An SMS as a goal-oriented system. 3
4.5 Support and commitment . 3
4.6 Risk-based thinking . 4
4.7 Project readiness . 4
4.8 Project team . 5
4.9 Outsourcing some part of implementation . 6
4.10 Tools . 6
4.11 Very small entities . 7
4.12 Integration with other management systems . 7
4.13 Organizational change management . 8
5 Implementation steps .8
5.1 Implementation considerations . 8
5.2 Phased implementation . 9
5.2.1 General . 9
5.2.2 Approach 1: A subset of SMS processes in each phase . 10
5.2.3 Approach 2: Evolution of the SMS at three levels .13
5.3 Initiation . 19
5.3.1 Business case development. 19
5.3.2 Baseline assessment/gap analysis . 19
5.3.3 Set target state .20
5.4 Planning . 21
5.5 Implementation . .22
5.6 Evaluation . 22
5.7 Future action . 22
6 Implementation challenges .22
7 Post-implementation .31
7.1 Monitoring and control of the SMS and improving services. 31
7.2 Preparation for the certification audit . 31
7.3 Post-audit actions . 31
7.4 Organizations not seeking certification . 32
Bibliography .33
iii
© ISO/IEC 2022 – All rights reserved
Foreword
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical
Commission) form the specialized system for worldwide standardization. National bodies that are
members of ISO or IEC participate in the development of International Standards through technical
committees established by the respective organization to deal with particular fields of technical
activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other international
organizations, governmental and non-governmental, in liaison with ISO and IEC, also take part in the
work.
The procedures used to develop this document and those intended for its further maintenance
are described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria
needed for the different types of document should be noted. This document was drafted in
accordance with the editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives or
www.iec.ch/members_experts/refdocs).
Attention is drawn to the possibility that some of the elements of this document may be the subject
of patent rights. ISO and IEC shall not be held responsible for identifying any or all such patent
rights. Details of any patent rights identified during the development of the document will be in the
Introduction and/or on the ISO list of patent declarations received (see www.iso.org/patents) or the IEC
list of patent declarations received (see https://patents.iec.ch).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to
the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see
www.iso.org/iso/foreword.html. In the IEC, see www.iec.ch/understanding-standards.
This document was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology,
Subcommittee SC 40, IT Service Management and IT Governance.
This first edition cancels and replaces the second edition (ISO/IEC TR 20000-5:2013), which has been
technically revised.
The main changes are as follows:
— updated relevant content based on the release of ISO/IEC 20000-1:2018;
— taken into account organizations which are not mature in service management;
— revised a three-phased plan to manage a service management system (SMS) implementation.
A list of all parts in the ISO/IEC 20000 series can be found on the ISO and IEC websites.
Any feedback or questions on this document should be directed to the user’s national standards
body. A complete listing of these bodies can be found at www.iso.org/members.html and
www.iec.ch/national-committees.
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© ISO/IEC 2022 – All rights reserved
Introduction
This document provides guidance for organizations on how to implement a service management system
(SMS).
An SMS supports the management of the service lifecycle, including the planning, design, transition,
delivery and improvement of services, which meet agreed requirements and deliver value for
customers, users and the organization delivering the services. ISO/IEC 20000-1 specifies requirements
for planning, establishing, implementing, maintaining and continually improving an SMS.
This document focuses on providing the key considerations and different approaches for organizations
which want to plan and implement an SMS for the first time or improve an existing implementation.
These organizations, also known as service providers, can provide different types of services using
technology and digital information. They can be of any size, sector or type, with different organizational
structures or business models.
Organizations can approach the implementation of an SMS in any way: as part of a programme, a major
project, or in a more incremental manner with different phases or iterations. The results of any gap
analysis will determine which approach is appropriate for each organization. Organizations can use
different methodologies for an SMS implementation.
This document addresses the typical steps for implementation of a phase or a whole project including
project initiation, planning, implementation, evaluation and future action. Implementation of an SMS
based on three maturity levels is also described in this document.
During the implementation of an SMS, an organization will potentially face many challenges. This
document illustrates some of the challenges and the key considerations for overcoming them.
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© ISO/IEC 2022 – All rights reserved
TECHNICAL SPECIFICATION ISO/IEC TS 20000-5:2022(E)
Information technology — Service management —
Part 5:
Implementation guidance for ISO/IEC 20000-1
1 Scope
This document provides guidance for organizations on how to implement a service management system
(SMS). Organizations can use this document to implement the entire SMS in order to conform to the
requirements specified in ISO/IEC 20000-1, or parts of an SMS for a selected subset of requirements.
This document illustrates a generic plan to manage implementation activities for an SMS.
The intended users of this document are:
a) organizations that require support on how to implement an SMS;
b) consultants and advisors who support an organization during SMS implementation.
This document can be used together with the other parts of ISO/IEC 20000 series.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content
constitutes requirements of this document. For dated references, only the edition cited applies. For
undated refe
...
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