ISO/IEC 20000-1:2018

Information technology — Service management — Part 1: Service management system requirements

This document specifies requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS). The requirements specified in this document include the planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value. This document can be used by: a) a customer seeking services and requiring assurance regarding the quality of those services; b) a customer requiring a consistent approach to the service lifecycle by all its service providers, including those in a supply chain; c) an organization to demonstrate its capability for the planning, design, transition, delivery and improvement of services; d) an organization to monitor, measure and review its SMS and the services; e) an organization to improve the planning, design, transition, delivery and improvement of services through effective implementation and operation of an SMS; f) an organization or other party performing conformity assessments against the requirements specified in this document; g) a provider of training or advice in service management. The term "service" as used in this document refers to the service or services in the scope of the SMS. The term "organization" as used in this document refers to the organization in the scope of the SMS that manages and delivers services to customers. The organization in the scope of the SMS can be part of a larger organization, for example, a department of a large corporation. An organization or part of an organization that manages and delivers a service or services to internal or external customers can also be known as a service provider. Any use of the terms "service" or "organization" with a different intent is distinguished clearly in this document.

Technologies de l'information — Gestion des services — Partie 1: Exigences du système de management des services

Le présent document spécifie les exigences destinées à une organisation pour établir, implémenter, maintenir et améliorer continuellement un système de management des services (SMS). Les exigences spécifiées dans le présent document incluent la planification, la conception, la transition, la fourniture et l'amélioration des services afin de satisfaire aux exigences des services et créer de la valeur. Le présent document peut être utilisé par: a) un client attendant des services et exigeant une garantie de qualité pour ces services; b) un client exigeant une approche cohérente du cycle de vie des services de la part de tous ses fournisseurs de services, y compris ceux de la chaîne logistique; c) un organisme pour démontrer ses capacités en matière de planification, de conception, de transition, de fourniture et d'amélioration des services; d) un organisme pour surveiller, mesurer et passer en revue son SMS et les services; e) un organisme pour améliorer la planification, la conception, la transition, la fourniture et l'amélioration des services par la mise en œuvre et le fonctionnement efficaces d'un SMS; f) un organisme ou un tiers menant des évaluations de conformité par rapport aux exigences spécifiées dans le présent document; g) un fournisseur de formation ou de conseil en gestion des services. Le terme «service» tel qu'il est utilisé dans le présent document se réfère au service ou aux services compris dans le périmètre d'application du SMS. Le terme «organisme» tel qu'il est utilisé dans le présent document se réfère à l'organisme compris dans le périmètre d'application du SMS qui gère et fournit les services aux clients. Dans le périmètre d'application du SMS, l'organisme peut faire partie d'une organisation plus étendue comme peut l'être, par exemple, un département au sein d'une grande entreprise. Un organisme ou partie d'un organisme qui gère et fournit un ou plusieurs services à des clients internes ou externes peut être aussi dénommé fournisseur de service. Tout usage des termes «service» ou «organisme» n'ayant pas les significations susmentionnées sera clairement indiqué dans le présent document.

General Information

• Status: Published
• Publication Date: 13-Sep-2018
• 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/WG 2 - Service management – Information technology

Relations

• Amended By: ISO/IEC 20000-1:2018/Amd 1:2024 - Information technology — Service management — Part 1: Service management system requirements — Amendment 1: Climate action changes
• Effective Date: 18-Nov-2023
• Revises: ISO/IEC 20000-1:2011 - Information technology — Service management — Part 1: Service management system requirements
• Effective Date: 23-Jan-2016

Standards Content (Sample)

INTERNATIONAL ISO/IEC
STANDARD 20000-1
Third edition
2018-09
Information technology — Service
management —
Part 1:
Service management system
requirements
Technologies de l'information — Gestion des services —
Partie 1: Exigences du système de management des services
Reference number
©
ISO/IEC 2018
© ISO/IEC 2018
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]
Fax: [phone]
Email: [e-mail]
Website: www.iso.org
Published in Switzerland
ii © ISO/IEC 2018 – All rights reserved

Contents Page
Foreword .v
Introduction .vii
1 Scope . 1
1.1 General . 1
1.2 Application . 1
2 Normative references . 2
3 Terms and definitions . 2
3.1 Terms specific to management system standards . 2
3.2 Terms specific to service management . 6
4 Context of the organization .10
4.1 Understanding the organization and its context .10
4.2 Understanding the needs and expectations of interested parties .10
4.3 Determining the scope of the service management system .10
4.4 Service management system.10
5 Leadership .10
5.1 Leadership and commitment .10
5.2 Policy .11
5.2.1 Establishing the service management policy .11
5.2.2 Communicating the service management policy .11
5.3 Organizational roles, responsibilities and authorities.11
6 Planning .12
6.1 Actions to address risks and opportunities .12
6.2 Service management objectives and planning to achieve them .12
6.2.1 Establish objectives .12
6.2.2 Plan to achieve objectives .13
6.3 Plan the service management system .13
7 Support of the service management system .13
7.1 Resources .13
7.2 Competence .14
7.3 Awareness .14
7.4 Communication .14
7.5 Documented information .14
7.5.1 General.14
7.5.2 Creating and updating documented information .15
7.5.3 Control of documented information .15
7.5.4 Service management system documented information .15
7.6 Knowledge .16
8 Operation of the service management system .16
8.1 Operational planning and control .16
8.2 Service portfolio .16
8.2.1 Service delivery .16
8.2.2 Plan the services .16
8.2.3 Control of parties involved in the service lifecycle .17
8.2.4 Service catalogue management .17
8.2.5 Asset management .17
8.2.6 Configuration management .18
8.3 Relationship and agreement .18
8.3.1 General.18
8.3.2 Business relationship management .19
8.3.3 Service level management .19
8.3.4 Supplier management .20
© ISO/IEC 2018 – All rights reserved iii

8.4 Supply and demand .21
8.4.1 Budgeting and accounting for services .21
8.4.2 Demand management .21
8.4.3 Capacity management .21
8.5 Service design, build and transition .21
8.5.1 Change management .21
8.5.2 Service design and transition .23
8.5.3 Release and deployment management .24
8.6 Resolution and fulfilment .24
8.6.1 Incident management . .24
8.6.2 Service request management . .25
8.6.3 Problem management .25
8.7 Service assurance .25
8.7.1 Service availability management .25
8.7.2 Service continuity management .26
8.7.3 Information security management .26
9 Performance evaluation .27
9.1 Monitoring, measurement, analysis and evaluation .27
9.2 Internal audit .27
9.3 Management review .28
9.4 Service reporting .29
10 Improvement .29
10.1 Nonconformity and corrective action .29
10.2 Continual improvement .29
Bibliography .31
iv © ISO/IEC 2018 – All rights reserve
...

INTERNATIONAL ISO/IEC
STANDARD 20000-1
Redline version
compares Third edition to
Second edition
Information technology — Service
management —
Part 1:
Service management system
requirements
Technologies de l'information — Gestion des services —
Partie 1: Exigences du système de management des services
Reference number
ISO/IEC 20000-1:redline:2018(E)
©
ISO/IEC 2018
ISO/IEC 20000-1:redline:2018(E)

IMPORTANT — PLEASE NOTE
This is a mark-up copy and uses the following colour coding:
Text example 1 — indicates added text (in green)
Text example 2 — indicates removed text (in red)
— indicates added graphic figure
— indicates removed graphic figure
1.x . — Heading numbers containg modifications are highlighted in yellow in
the Table of Contents
DISCLAIMER
This Redline version provides you with a quick and easy way to compare the main changes
between this edition of the standard and its previous edition. It doesn’t capture all single
changes such as punctuation but highlights the modifications providing customers with
the most valuable information. Therefore it is important to note that this Redline version is
not the official ISO standard and that the users must consult with the clean version of the
standard, which is the official standard, for implementation purposes.
© ISO/IEC 2018
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]
Fax: [phone]
Email: [e-mail]
Website: www.iso.org
Published in Switzerland
ii © ISO/IEC 2018 – All rights reserved

ISO/IEC 20000-1:redline:2018(E)

Contents Page
Foreword .vi
Introduction .ix
1 Scope . 1
1.1 General . 1
1.2 Application . 2
2 Normative references . 3
3 Terms and definitions . 3
3.1 Terms specific to management system standards . 8
3.2 Terms specific to service management .12
4 Context of the organization .15
4.1 Understanding the organization and its context .15
4.2 Understanding the needs and expectations of interested parties .16
4.3 Determining the scope of the service management system .16
4.4 Service management system.16
5 Leadership .16
5.1 Leadership and commitment .16
5.2 Policy .17
5.2.1 Establishing the service management policy .17
5.2.2 Communicating the service management policy .17
5.3 Organizational roles, responsibilities and authorities.17
4 6 Service management system general requirements Planning .17
4.1 6.1 Management responsibility Actions to address risks and opportunities.17
4.1.1 Management commitment .17
4.1.2 Service management policy .18
4.1.3 Authority, responsibility and communication .18
4.1.4 Management representative .18
4.2 6.2 Governance of processes operated by other parties Service management objectives
and planning to achieve them .19
6.2.1 Establish objectives .19
6.2.2 Plan to achieve objectives .20
4.3 Documentation management .20
4.3.1 Establish and maintain documents .20
4.3.2 Control of documents .20
4.3.3 Control of records .21
4.4 Resource management .21
4.4.1 Provision of resources . .21
4.4.2 Human resources.21
4.5 6.3 Establish and improve the SMS Plan the service management system .21
4.5.1 Define scope .21
4.5.2 Plan the SMS (Plan) .22
4.5.3 Implement and operate the SMS (Do) .22
4.5.4 Monitor and review the SMS (Check) .22
4.5.5 Maintain and improve the SMS (Act) .24
5 7 Design and transition of new or changed services Support of the service
management system .25
5.1 General .25
5.2 7.1 Plan new or changed services Resources .25
5.3 7.2 Design and development of new or changed services Competence .26
7.3 Awareness .27
7.4 Communication .27
© ISO/IEC 2018 – All rights reserved iii

ISO/IEC 20000-1:redline:2018(E)

7.5 Documented information .27
7.5.1 General.27
7.5.2 Creating and updating documented information .27
7.5.3 Control of documented information .28
7.5.4 Service management system documented information .28
5.4 7.6 Transition of new or changed services Knowledge .28
6 Service delivery processes .29
6.1 Service level management.29
6.2 Service reporting .29
6.3 Service continuity and availability management .30
6.3.1 Service continuity and availability requirements .30
6.3.2 Service continuity and availability plans .30
6.3.3 Service continuity and availability monitoring and testing .30
6.4 Budgeting and accounting for services .31
6.5 Capacity management .31
6.6 Information security management .32
6.6.1 Information security policy .32
6.6.2 Information security controls.32
6.6.3 Information security changes and incidents .32
7 Relationship processes .33
7.1 Business relationship management .33
7.2 Supplier management .33
8 Resolution processes .34
8.1 Incident and service request management .34
8.2 Problem management.
...

NORME ISO/IEC
INTERNATIONALE 20000-1
Troisième édition
2018-09
Technologies de l'information —
Gestion des services —
Partie 1:
Exigences du système de management
des services
Information technology — Service management —
Part 1: Service management system requirements
Numéro de référence
©
ISO/IEC 2018
DOCUMENT PROTÉGÉ PAR COPYRIGHT
© ISO/IEC 2018
Tous droits réservés. Sauf prescription différente ou nécessité dans le contexte de sa mise en œuvre, aucune partie de cette
publication ne peut être reproduite ni utilisée sous quelque forme que ce soit et par aucun procédé, électronique ou mécanique,
y compris la photocopie, ou la diffusion sur l’internet ou sur un intranet, sans autorisation écrite préalable. Une autorisation peut
être demandée à l’ISO à l’adresse ci-après ou au comité membre de l’ISO dans le pays du demandeur.
ISO copyright office
Case postale 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Genève
Tél.: [phone]
Fax: [phone]
E-mail: [e-mail]
Web: www.iso.org
Publié en Suisse
ii © ISO/IEC 2018 – Tous droits réservés

Sommaire Page
Avant-propos .v
Introduction .viii
1 Domaine d'application . 1
1.1 Généralités . 1
1.2 Application . 1
2 Références normatives . 2
3 Termes et définitions . 2
3.1 Termes spécifiques aux normes de systèmes de management . 2
3.2 Termes spécifiques à la gestion des services . 6
4 Contexte de l’organisme .10
4.1 Compréhension de l’organisme et de son contexte .10
4.2 Compréhension des besoins et attentes des parties intéressées .10
4.3 Détermination du périmètre d’application du système de management des services .11
4.4 Système de management des services.11
5 Leadership .11
5.1 Leadership et engagement.11
5.2 Politique .12
5.2.1 Établissement de la politique de gestion des services .12
5.2.2 Communication relative à la politique de gestion des services . .12
5.3 Rôles, responsabilités et autorités au sein de l’organisme .12
6 Planification .12
6.1 Actions à mettre en œuvre face aux risques et opportunités .12
6.2 Objectifs de la gestion des services et planification des actions pour les atteindre .13
6.2.1 Établissement des objectifs .13
6.2.2 Planification pour atteindre les objectifs .13
6.3 Planification du système de management des services .14
7 Support du système de management des services.14
7.1 Ressources .14
7.2 Compétences .14
7.3 Sensibilisation .15
7.4 Communication .15
7.5 Informations documentées .15
7.5.1 Généralités .15
7.5.2 Création et mise à jour des informations documentées .15
7.5.3 Maîtrise des informations documentées .16
7.5.4 Informations documentées du système de management des services .16
7.6 Connaissances.17
8 Fonctionnement du système de management des services .17
8.1 Planification et maîtrise opérationnelles .17
8.2 Portefeuille des services .17
8.2.1 Fourniture des services .17
8.2.2 Planification des services .17
8.2.3 Maîtrise des parties impliquées dans le cycle de vie du service.18
8.2.4 Gestion du catalogue de services .18
8.2.5 Gestion des actifs .18
8.2.6 Gestion des configurations .19
8.3 Relations et accords .19
8.3.1 Généralités .19
8.3.2 Gestion des relations commerciales .20
8.3.3 Gestion des niveaux de services .20
8.3.4 Gestion des fournisseurs.21
© ISO/IEC 2018 – Tous droits réservés iii

8.4 Offre et demande .22
8.4.1 Budgétisation et comptabilisation des services .22
8.4.2 Gestion de la demande . .22
8.4.3 Gestion de la capacité .22
8.5 Conception, construction et transition du service .22
8.5.1 Gestion des changements .22
8.5.2 Conception et transition du service .24
8.5.3 Gestion des mises en production et de leur déploiement .25
8.6 Résolution et satisfaction .25
8.6.1 Gestion des incidents .25
8.6.2 Gestion de la demande de services .26
8.6.3 Gestion des problèmes .26
8.7 Garantie de services .27
8.7.1 Gestion de la disponibilité des services .27
8.7.2 Gestion de la continuité des services .27
8.7.3 Management de la sécurité de l'information .27
9 Évaluation des performances .28
9.1 Surveillance, mesures, analyse et évaluation .28
9.2 Audit interne .29
9.3 Revue de direction .29
9.4 Fourniture des rapports de service .30
10 Amélioration .30
10.1 Non-conformité et actions correctives .30
10.2 Amélioration continue .31
Bibliographie .32
iv © ISO/IEC 2018 – Tous droits réservés

Avant-propos
L'ISO (Organisation internationale de normalisation) et l’IEC (Commission électrotechnique
internationale) forment le système spécialisé de la normalisation mondiale. Les organismes
nationaux membres de l'ISO ou de l’IEC participent au développement de Normes internationales
par l'intermédiaire des comités techniques créés par l'organisation concer
...