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ISO/IEC TS 20000-16:2025

(Main)

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

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

This document provides guidance for including sustainability within a service management system (SMS) based on the requirements defined in ISO/IEC 20000-1. It is aimed at: — organizations that are intending to implement the requirements of ISO/IEC 20000-1 and directly address sustainability; — organizations that intend to leverage their existing SMS to enable sustainability actions and sustainable delivery; — consultants, trainers and other experts supporting organizations that utilize ISO/IEC 20000-1, so that they can be informed on how to include sustainability actions in an SMS. Sustainability in this context has three interdependent dimensions, which are environmental, social and economic. Annex A expands on the three dimensions with examples of each. The guidance provided in this document aims to help organizations consider and address sustainability objectives as well as challenges related to their services. The complexity and detail surrounding the inclusion of sustainability within an SMS will vary and be dependent on the context of the organization, the scope of the SMS, compliance obligations and the nature of the services within the scope of the SMS. This document is intended to be used in conjunction with ISO/IEC 20000-1 to address sustainability objectives related to specific requirements in ISO/IEC 20000-1. As such, it is anticipated that the user of this document is aware of the requirements in ISO/IEC 20000-1. The suggestions included across clauses in this document will be most effective when applied to an SMS which is implemented according to the corresponding clauses in ISO/IEC 20000-1. Application of this guidance to an SMS according to ISO/IEC 20000-1 is therefore recommended. This document supports and is an addition to the guidance already provided in ISO/IEC 20000-2, ISO/IEC 20000-3, ISO/IEC TS 20000-5 and other parts of the ISO/IEC 20000 series. Organizations can use the guidance in this document to also address the new requirements identified in ISO/IEC 20000-1:2018/Amd 1:2024 and ISO’s objectives to address climate change. The recommendations in this document for improving sustainability within an SMS are not exclusive and can be implemented along with other sustainability initiatives.

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

General Information

Status
Published
Publication Date
02-Feb-2025
ICS
03.080.99 - Other services
13.020.20 - Environmental economics. Sustainability
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
03-Feb-2025
Due Date
03-Feb-2025
Completion Date
03-Feb-2025
Ref Project

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ISO/IEC TS 20000-16:2025 - Information technology — Service management — Part 16: Guidance on sustainability within a service management system based on ISO/IEC 20000-1 Released:3. 02. 2025ISO/IEC TS 20000-16:2025 - Information technology — Service management — Part 16: Guidance on sustainability within a service management system based on ISO/IEC 20000-1 Released:3. 02. 2025
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ISO/IEC TS 20000-16:2025 - Information technology — Service management — Part 16: Guidance on sustainability within a service management system based on ISO/IEC 20000-1 Released:3. 02. 2025
English language
21 pages
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Standards Content (Sample)


Technical
Specification
ISO/IEC TS
20000-16
First edition
Information technology — Service
2025-02
management —
Part 16:
Guidance on sustainability within a
service management system based
on ISO/IEC 20000-1
Technologies de l'information — Gestion des services —
Partie 16: Lignes directrices pour un système de management des
services durable basé sur l'ISO/IEC 20000-1
Reference number
© ISO/IEC 2025
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 2025 – 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 .9
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 . 12
8.4.1 Budgeting and accounting for services . 12
8.4.2 Demand management . 12

© ISO/IEC 2025 – All rights reserved
iii
8.4.3 Capacity management . 12
8.5 Service design, build and transition . 13
8.5.1 Change management . 13
8.5.2 Service design and transition . 13
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 .14
8.6.3 Problem management .14
8.7 Service assurance .14
8.7.1 Service availability management .14
8.7.2 Service continuity management .14
8.7.3 Information security management .14
9 Performance evaluation .15
9.1 Monitoring, measurement, analysis and evaluation . . 15
9.2 Internal audit . 15
9.3 Management review . 15
9.4 Service reporting . . 15
10 Improvement .
...

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