ISO/IEC TS 20000-15:2024
(Main)Information technology — Service management — Part 15: Guidance on the application of Agile and DevOps principles in a service management system
Information technology — Service management — Part 15: Guidance on the application of Agile and DevOps principles in a service management system
This document provides guidance on the relationship between ISO/IEC 20000–1:2018 and two commonly used frameworks, Agile and DevOps. It can be used by any organization or person wishing to understand how Agile and DevOps can be used with ISO/IEC 20000–1, including: a) an organization that has demonstrated or intends to demonstrate conformity to the requirements specified in ISO/IEC 20000–1 and is seeking guidance on the use of Agile or DevOps to establish or improve the SMS and the services; b) an organization that already uses Agile or DevOps and is seeking guidance on how Agile or DevOps can be used to support efforts to demonstrate conformity to the requirements specified in ISO/IEC 20000–1; c) an assessor or auditor who wishes to understand the use of Agile or DevOps as a support for achieving the requirements specified in ISO/IEC 20000–1. Both approaches can be used independently or together. Depending on the context, an organization can deploy Agile frameworks only, DevOps frameworks only, use both Agile and DevOps frameworks in isolation, or use an integrated workflow with combined Agile and DevOps approaches. In any of these situations, this document can be used as guidance for the integration of Agile and DevOps practices in an SMS. The guidance in this document can assist an organization in planning and preparing for a conformity assessment against ISO/IEC 20000-1, noting that an organization can only claim conformity by fulfilling all requirements specified in ISO/IEC 20000-1.
Technologies de l'information – Gestion des services — Partie 15: Lignes directrices pour l'application des principes "Agile" et "DevOp"s dans un système de gestion des services
General Information
Buy Standard
Standards Content (Sample)
Technical
Specification
ISO/IEC TS
20000-15
First edition
Information technology — Service
2024-05
management —
Part 15:
Guidance on the application of Agile
and DevOps principles in a service
management system
Technologies de l'information – Gestion des services —
Partie 15: Lignes directrices pour l'application des principes
"Agile" et "DevOp"s dans un système de gestion des services
Reference number
ISO/IEC TS 20000-15:2024(en) © ISO/IEC 2024
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ISO/IEC TS 20000-15:2024(en)
COPYRIGHT PROTECTED DOCUMENT
© ISO/IEC 2024
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: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
© ISO/IEC 2024 – All rights reserved
ii
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ISO/IEC TS 20000-15:2024(en)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Introduction to ISO/IEC 20000–1:2018 . 4
5 Agile within an SMS based on ISO/IEC 20000–1 . 6
5.1 Background of Agile .6
5.2 Agile Principles .6
5.2.1 Overview .6
5.2.2 Agile Manifesto .6
5.2.3 List of Agile Principles .7
5.3 Agile and services .7
5.3.1 Value in a service environment .7
5.3.2 Value, customers and uncertainty in services .8
5.4 Defining objectives .9
5.5 High-uncertainty contracts . .10
5.6 How to achieve the service objectives .
...
FINAL DRAFT
Technical
Specification
ISO/IEC DTS
20000-15
ISO/IEC JTC 1/SC 40
Information technology — Service
Secretariat: SA
management —
Voting begins on:
2024-02-02
Part 15:
Guidance on the application of Agile
Voting terminates on:
2024-03-29
and DevOps principles in a service
management system
Technologies de l'information – Gestion des services —
Partie 15: Lignes directrices pour l'application des principes
"Agile" et "DevOp"s dans un système de gestion des services
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
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO-
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.
Reference number
ISO/IEC DTS 20000-15:2024(en) © ISO/IEC 2024
---------------------- Page: 1 ----------------------
FINAL DRAFT
ISO/IEC DTS 20000-15:2024(en)
Technical
Specification
ISO/IEC DTS
20000-15
ISO/IEC JTC 1/SC 40
Information technology — Service
Secretariat: SA
management —
Voting begins on:
Part 15:
Guidance on the application of Agile
Voting terminates on:
and DevOps principles in a service
management system
Technologies de l'information – Gestion des services —
Partie 15: Lignes directrices pour l'application des principes
"Agile" et "DevOp"s dans un système de gestion des services
RECIPIENTS OF THIS DRAFT ARE INVITED TO SUBMIT,
COPYRIGHT PROTECTED DOCUMENT
WITH THEIR COMMENTS, NOTIFICATION OF ANY
RELEVANT PATENT RIGHTS OF WHICH THEY ARE AWARE
AND TO PROVIDE SUPPOR TING DOCUMENTATION.
© ISO/IEC 2024
IN ADDITION TO THEIR EVALUATION AS
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO-
LOGICAL, COMMERCIAL AND USER PURPOSES, DRAFT
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on
INTERNATIONAL STANDARDS MAY ON OCCASION HAVE
the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below
TO BE CONSIDERED IN THE LIGHT OF THEIR POTENTIAL
or ISO’s member body in the country of the requester.
TO BECOME STAN DARDS TO WHICH REFERENCE MAY BE
MADE IN NATIONAL REGULATIONS.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland Reference number
ISO/IEC DTS 20000-15:2024(en) © ISO/IEC 2024
© ISO/IEC 2024 – All rights reserved
ii
---------------------- Page: 2 ----------------------
ISO/IEC DTS 20000-15:2024(en)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Introduction to ISO/IEC 20000–1:2018 . 4
5 Agile within an SMS based on ISO/IEC 20000–1 . 6
5.1 Background of Agile .6
5.2 Agile Principles .6
5.2.1 Overview .
...
ISO/IEC DTS 20000-15:2023(X)
ISO/IEC DTS 20000-15:2023(en)
ISO /IEC JTC 1/SC 40/WG 2
Secretariat: SA
Date: 2024-01-19
Information technology — Service management — —
Part 15:
Guidance on the application of Agile and DevOps principles in a
service management system
Technologies de l’information —l'information – Gestion des services — —
Partie 15: Directives relatives àLignes directrices pour l'application des principes de "Agile" et
DevOps"DevOp"s dans les systèmesun système de managementgestion des services
DTSFDIS stage
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ISO/IEC DTS 20000-15:(en)
© ISO/IEC 20232024
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: + 41 22 749 01 11
Fax: +41 22 749 09 47
EmailE-mail: copyright@iso.org
Website: www.iso.orgwww.iso.org
Published in Switzerland
© ISO/IEC 2024 – All rights reserved
ii
---------------------- Page: 2 ----------------------
ISO/IEC DTS 20000-15:(en)
Contents
Foreword . vi
Introduction . vii
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 2
4 Introduction to ISO/IEC 20000–1:2018 . 6
5 Agile within an SMS based on ISO/IEC 20000–1 . 8
5.1 Background of Agile . 8
5.2 Agile Principles . 9
5.2.1 Overview . 9
5.2.2 Agile Manifesto . 9
5.2.3 List of Agile Principles . 9
5.3 Agile and services . 10
5.3.1 Value in a service environment . 10
5.3.2 Value, customers and uncertainty in services . 11
5.4 Defining the objective . 12
5.5 High-uncertainty contracts . 14
5.6 How to achieve the service objectives. 14
5.7 Agile learning .
...
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