ISO/IEC DTS 20000-16

Information technology — Service management — Part 16: Guidance on sustainability within a service management system based on ISO/IEC 20000-1

As a technical specification, this document provides guidance for sustainable service delivery based on the requirements specified in ISO/IEC 20000-1. It is aimed at: a) organizations that are intending to implement the requirements of ISO/IEC 20000-1 and want to directly address sustainability; b) organizations that intend to leverage their SMS to enable sustainability actions and sustainable delivery; c) consultants, trainers and other experts supporting organizations that utilize ISO/IEC 20000-1 to be informed on how to include sustainability actions in an SMS.

Technologies de l'information — Gestion des services — Partie 16: Recommandations pour un système de management des services durable basé sur l'ISO/IEC 20000-1

General Information

• Status: Not Published
• ICS: 03.080.99 - Other services
• ICS: 13.020.20 - Environmental economics. Sustainability
• 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: 5020 - FDIS ballot initiated: 2 months. Proof sent to secretariat
• Start Date: 03-Sep-2024
• Completion Date: 03-Sep-2024

Standards Content (Sample)

FINAL DRAFT
Technical
Specification
ISO/IEC DTS
20000-16
ISO/IEC JTC 1/SC 40
Information technology — Service
Secretariat: SA
management —
Voting begins on:
2024-09-03
Part 16:
Guidance on sustainability within a
Voting terminates on:
2024-10-29
service management system based
on ISO/IEC 20000-1
Technologies de l'information — Gestion des services —
Partie 16: Recommandations pour un système de management
des services durable basé sur 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
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
FINAL DRAFT
Technical
Specification
ISO/IEC DTS
20000-16
ISO/IEC JTC 1/SC 40
Information technology — Service
Secretariat: SA
management —
Voting begins on:
Part 16:
Guidance on sustainability within a
Voting terminates on:
service management system based
on ISO/IEC 20000-1
Technologies de l'information — Gestion des services —
Partie 16: Recommandations pour un système de management
des services durable basé sur 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.
© 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: [phone]
Email: [e-mail]
Website: www.iso.org
Published in Switzerland Reference number
© ISO/IEC 2024 – All rights reserved
ii
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
1.1 General .1
1.2 Application .1
2 Normative references . 2
3 Terms and definitions . 2
4 Context of the organization . 5
4.1 Understanding the organization and its context .5
4.2 Understanding the needs and expectations of interested parties .5
4.3 Determining the scope of the service management system .6
4.4 Service management system .6
5 Leadership . 6
5.1 Leadership and commitment .6
5.2 Policy .6
5.2.1 Establishing the service management policy .6
5.2.2 Communicating the service management policy.6
5.3 Organizational roles, responsibilities and authorities .7
6 Planning . 7
6.1 Actions to address risks and opportunities .7
6.2 Service management objectives and planning to achieve them .7
6.2.1 Establish objectives .7
6.2.2 Plan to achieve objectives .7
6.3 Plan the service management system.8
7 Support of the service management system . 8
7.1 Resources .8
7.2 Competence .8
7.3 Awareness .8
7.4 Communication .8
7.5 Documented information .8
7.5.1 General .8
7.5.2 Creating and updating documented information .8
7.5.3 Control of documented information .9
7.5.4 Service management system documented information .9
7.6 Knowledge .9
8 Operation of the service management system . 9
8.1 Operational planning and control .9
8.2 Service portfolio . .9
8.2.1 Service delivery .9
8.2.2 Plan the services .9
8.2.3 Control of parties involved in the service lifecycle .9
8.2.4 Service catalogue management .10
8.2.5 Asset management . .10
8.2.6 Configuration management .10
8.3 Relationship and agreement.10
8.3.1 General .10
8.3.2 Business relationship management .11
8.3.3 Service level management .11
8.3.4 Supplier management .11
8.4 Supply and demand .11
8.4.1 Budgeting and accounting for services .11
8.4.2 Demand management .11

© ISO/IEC 2024 – All rights reserved
iii
8.4.3 Capacity management . 12
8.5 Service design, build and transition . 12
8.5.1 Change management . 12
8.5.2 Service design and transition . 12
8.5.3 Release and deployment management . 13
8.6 Resolution and fulfilment . 13
8.6.1 Incident management . . 13
8.6.2 Service request management . 13
8.6.3 Problem management . 13
8.7 Service assurance . 13
8.7.1 Service availability manageme
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ISO/IEC TS DTS 20000-16:202(X2024(en)
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ISO/IEC JTC 1/SC 40/WG 2
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Secretariat: SA .
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Date: 2024-05-0108
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Information Technology –technology — Service Management
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management — Part 16: .
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Guidance on sustainability within a service management system based on ISO/IEC 20000-1
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Technologies de l’information — Gestion des services — Partie 16: Directives relatives à la durabilité dans les Style Definition
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systèmes de management des services
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Partie 16: Directives relatives à la durabilité dans les systèmes de management des services
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Warning for WDs and CDs
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This document is not an ISO International Standard. It is distributed for review and comment. It is subject to change
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without notice and may not be referred to as an International Standard.
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Recipients of this draft are invited to submit, with their comments, notification of any relevant patent rights of which
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they are aware and to provide supporting documentation.
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2 © ISO/IEC 2024 – All rights reserved

© ISO/IEC 2024 Formatted: Numbering: Restart each page
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no
Formatted: Font: 11 pt, Font color: Blue
part of this publication may be reproduced or utilized otherwise in any form or by any means,
Formatted: Indent: Left: 0.5 cm, Right: 0.5 cm, Border:
electronic or mechanical, including photocopying, or posting on the internet or an intranet, without
Box: (Single solid line, Blue, 0.5 pt Line width)
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.orgwww.iso.org
Formatted: Font: 11 pt, Font color: Blue
Published in Switzerland
Formatted: Font: Bold
ii © ISO/IEC 2024 – All rights reserved

ISO/IEC DTS 20000-16:2024(en)
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Formatted: Centered, Space After: 30 pt, Line spacing:
Contents
Exactly 11 pt
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Foreword . v between Latin and Asian text, Don't adjust space
between Asian text and numbers
Introduction . vi
1 Scope . 1
1.1 General . 1
1.2 Application . 1
2 Normative references . 1
3 Terms and definitions . 2
4 Context of the organization . 5
4.1 Understanding the organization and its context . 5
4.2 Understanding the needs and expectations of interested parties . 5
4.3 Determining the scope of the service management system . 6
4.4 Service management system . 6
5 Leadership . 6
5.1 Leadership and commitment . 6
5.2 Policy . 7
5.2.1 Establishing the service management policy . 7
5.2.2 Communicating the service management policy . 7
5.3 Organizational roles, responsibilities and authorities . 7
6 Planning . 7
6.1 Actions to address risks and opportunities . 7
6.2 Service management objectives and planning to achieve them . 8
6.2.1 Establish objectives . 8
6.2.2 Plan to achieve objectives . 8
6.3 Plan the service management system . 8
7 Support of the service management system . 8
7.1 Resources . 8
7.2 Competence . 9
7.3 Awareness . 9
7.4 Communication . 9
7.5 Documented information . 9
7.5.1 General . 9
7.5.2 Creating and updating documented information . 9
7.5.3 Control of documented information . 9
7.5.4 Service management system documented information . 9
7.6 Knowledge . 10
8 Operation of the service management system . 10
8.1 Operational planning and control . 10
8.2 Service portfolio . 10
8.2.1 Service delivery . 10
8.2.2 Plan the services . 10
8.2.3 Control of parties involved in the service lifecycle . 10
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8.2.4 Service catalogue management . 11
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8.2.5 Asset management . 11
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iii
8.2.6 Configuration management . 11
8.3 Relationship and agreement . 11
8.3.1 General . 11
8.3.2 Business relationship management . 12
8.3.3 Service level management . 12
8.3.4 Supplier management. 12
8.4 Supply and demand . 13
8.4.1 Budgeting and accounting for services. 13
8.4.2 Demand management . 13
8.4.3 Capacity management. 13
8.5 Service design, build and transition . 14
8.5.1 Change management . 14
8.5.2 Service design and transition . 14
8.5.3 Release and deployment management. 15
8.6 Resolution and fulfilment . 15
8.6.1 Incident management . 15
8.6.2 Service request management . 15
8.6.3 Problem management . 15
8.7 Service assurance . 15
8.7.1 Service availability management . 15
8.7.2 Service continuity management . 16
8.7.3 Information security management . 16
9 Performance evaluation . 16
9.1 Monitoring, measurement, analysis and evaluation . 16
9.2 Internal audit . 17
9.3 Management review . 17
9.4 Service reporting . 17
10 Improvement . 17
10.1 Nonconformity and corrective action . 17
10.2 Continual improvement .
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