ISO/IEC TS 20000-14:2023

Information technology — Service management — Part 14: Guidance on the application of Service Integration and Management to ISO/IEC 20000-1

This document provides guidance for organizations that are establishing or improving a service management system (SMS) by incorporating a service integrator. The incorporation of a service integrator is aimed at addressing an environment that includes services sourced from multiple service providers. This document specifically focuses on Service Integration and Management (SIAM) in the context of an SMS. The intended users of this document include: — organizations that need to manage multiple service providers within a new or existing SMS according to SIAM; and — consultants and advisors that support an organization during SMS implementation or improvement, where a SIAM approach is being adopted. NOTE 1 This document is applicable for organizations implementing SIAM in conjunction with SMS. It does not limit organizations or individuals from implementing any other management and governance model for managing multivendor environments along with SMS. This document is not applicable to organizations that have only one service provider. NOTE 2 In SIAM, the term "supplier" is not used. Internal and external suppliers are both referred to as “service providers”. See 4.2 for further comparison of terminology.

Technologies de l'information — Gestion des services — Partie 14: Recommandations pour l'application de l'intégration et de la gestion des services à l'ISO/IEC 20000-1

General Information

• Status: Published
• Publication Date: 26-Nov-2023
• ICS: 03.080.99 - Other services
• ICS: 35.020 - Information technology (IT) in general
• Technical Committee: ISO/IEC JTC 1/SC 40 - IT service management and IT governance
• Drafting Committee: ISO/IEC JTC 1/SC 40 - IT service management and IT governance
• Current Stage: 6060 - International Standard published
• Start Date: 27-Nov-2023
• Due Date: 08-Nov-2023
• Completion Date: 27-Nov-2023

Standards Content (Sample)

TECHNICAL ISO/IEC TS
SPECIFICATION 20000-14
First edition
2023-11
Information technology — Service
management —
Part 14:
Guidance on the application of Service
Integration and Management to ISO/
IEC 20000-1
Technologies de l'information — Gestion des services —
Partie 14: Recommandations pour l'application de l'intégration et de
la gestion des services à l'ISO/IEC 20000-1
Reference number
ISO/IEC TS 20000-14:2023(E)
© ISO/IEC 2023

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ISO/IEC TS 20000-14:2023(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO/IEC 2023
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
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: [phone]
Email: [e-mail]
Website: www.iso.org
Published in Switzerland
ii
  © ISO/IEC 2023 – All rights reserved

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ISO/IEC TS 20000-14:2023(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 ISO/IEC 20000-1 and Service Integration and Management . 3
4.1 Introduction to ISO/IEC 20000-1 . 3
4.2 Terminology comparison . 5
5 Introduction to the SIAM ecosystem .6
5.1 Brief overview of SIAM . 6
5.2 SIAM model . 7
5.2.1 General . 7
5.2.2 The customer organization . 8
5.2.3 Service integrator . 8
5.2.4 Service providers . 8
5.2.5 SIAM structural elements . 8
5.2.6 SIAM processes . 9
5.2.7 SIAM practices . . 9
5.3 SIAM roles and responsibilities .
...

FINAL
TECHNICAL ISO/IEC DTS
DRAFT
SPECIFICATION 20000-14
ISO/IEC JTC 1/SC 40
Information technology — Service
Secretariat: SA
management —
Voting begins on:
2023-08-02
Part 14:
Voting terminates on:
Guidance on the application of Service
2023-09-27
Integration and Management to ISO/
IEC 20000-1
Technologies de l'information — Gestion des services —
Partie 14: Recommandations pour l'application de l'intégration et de
la gestion des services à l'ISO/IEC 20000-1
RECIPIENTS OF THIS DRAFT ARE INVITED TO
SUBMIT, WITH THEIR COMMENTS, NOTIFICATION
OF ANY RELEVANT PATENT RIGHTS OF WHICH
THEY ARE AWARE AND TO PROVIDE SUPPOR TING
DOCUMENTATION.
IN ADDITION TO THEIR EVALUATION AS
Reference number
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO-
ISO/IEC DTS 20000-14:2023(E)
LOGICAL, COMMERCIAL AND USER PURPOSES,
DRAFT INTERNATIONAL STANDARDS MAY ON
OCCASION HAVE TO BE CONSIDERED IN THE
LIGHT OF THEIR POTENTIAL TO BECOME STAN-
DARDS TO WHICH REFERENCE MAY BE MADE IN
NATIONAL REGULATIONS. © ISO/IEC 2023

---------------------- Page: 1 ----------------------
ISO/IEC DTS 20000-14:2023(E)
FINAL
TECHNICAL ISO/IEC DTS
DRAFT
SPECIFICATION 20000-14
ISO/IEC JTC 1/SC 40
Information technology — Service
Secretariat: SA
management —
Voting begins on:
Part 14:
Voting terminates on:
Guidance on the application of Service
Integration and Management to ISO/
IEC 20000-1
Technologies de l'information — Gestion des services —
Partie 14: Recommandations pour l'application de l'intégration et de
la gestion des services à l'ISO/IEC 20000-1
COPYRIGHT PROTECTED DOCUMENT
© ISO/IEC 2023
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.
RECIPIENTS OF THIS DRAFT ARE INVITED TO
ISO copyright office
SUBMIT, WITH THEIR COMMENTS, NOTIFICATION
OF ANY RELEVANT PATENT RIGHTS OF WHICH
CP 401 • Ch. de Blandonnet 8
THEY ARE AWARE AND TO PROVIDE SUPPOR TING
CH-1214 Vernier, Geneva
DOCUMENTATION.
Phone: [phone]
IN ADDITION TO THEIR EVALUATION AS
Reference number
Email: [e-mail]
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO-
ISO/IEC DTS 20000-14:2023(E)
Website: www.iso.org
LOGICAL, COMMERCIAL AND USER PURPOSES,
DRAFT INTERNATIONAL STANDARDS MAY ON
Published in Switzerland
OCCASION HAVE TO BE CONSIDERED IN THE
LIGHT OF THEIR POTENTIAL TO BECOME STAN-
DARDS TO WHICH REFERENCE MAY BE MADE IN
ii
  © ISO/IEC 2023 – All rights reserved
NATIONAL REGULATIONS. © ISO/IEC 2023

---------------------- Page: 2 ----------------------
ISO/IEC DTS 20000-14:2023(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 ISO/IEC 20000-1 and Service integration and management . 3
4.1 Introduction to ISO/IEC 20000-1 . 3
4.2 Terminology comparison . 5
5 Introduction to the SIAM ecosystem .6
5.1 Brief overview of SIAM . 6
5.2 SIAM model .
...

ISO/IEC TS DTS 20000-14:2023
ISO /IEC JTC 1/SC 40/WG 2
Secretariat: SA
Date: 2023-05-2007-18
Information technology – — Service management – —
Part 14:
Guidance on the application of Service Integration and
Management to ISO/IEC 20000-1

DTSTechnologies de l'information — Gestion des services —
Partie 14: Recommandations pour l'application de l'intégration et de la gestion des services à l'ISO/IEC
20000-1
FDIS stage

Warning for WDs and CDs
© ISO/IEC 2023 – All rights reserved

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ISO #####-#:####(X)
ININTTEERNRNALAL
This document is not an ISO International Standard. It is distributed for review and comment. It is subject to
change without notice and may not be referred to as an International Standard.
Recipients of this draft are invited to submit, with their comments, notification of any relevant patent rights of
which they are aware and to provide supporting documentation.



2 © ISO #### – All rights reserved

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© ISO 2023
© ISO/IEC 2023 – All rights reserved

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ISO/IEC TS DTS 20000-14:2023:(E)
© ISO/IEC 2023
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
CP 401 • Ch. Dede Blandonnet 8
CH-1214 Vernier, Geneva
Phone: + 41 22 749 01 11
EmailE-mail: [e-mail]
Website: www.iso.orgwww.iso.org
Published in Switzerland
iv © ISO/IEC 2023 – All rights reserved

---------------------- Page: 4 ----------------------
ISO/IEC TS DTS 20000-14:2023:(E)
Contents
Foreword . vii
Introduction . viii
Part 14: Guidance on the application of Service Integration and Management to ISO/IEC 20000-1. 1
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 ISO/IEC 20000-1 and Service integration and management . 3
4.1 Introduction to ISO/IEC 20000-1 . 3
4.2 Terminology comparison . 6
5 Introduction to the SIAM ecosystem . 7
5.1 Brief overview of SIAM . 7
5.2 SIAM model. 7
5.2.1 General . 7
5.2.2 The customer organization . 9
5.2.3 Service integrator . 9
5.2.4 Service providers . 9
5.2.5 SIAM structural elements . 9
5.2.6 SIAM p
...