Service Management Standards

Written By Dallas Bishoff

The ISO 20000-series of service management standards address a range of considerations for organizations with a Service Management System (SMS) implementation in place. Here are some of the more relevant standards that can guide you on your SMS journey, and help you optimize your approach.

  • ISO 20000-1 Service Management — Part 1: Service Management System Requirements

    Amd 1:2024: Climate Action Changes

  • ISO 20000-2 Service Management — Part 2: Guidance on the Application of Service Management Systems

    Amd 1:2020

  • ISO 20000-3 Service Management — Part 3: Guidance on Scope Definition and Applicability of ISO/IEC 20000-1

  • ISO 20000-4 Service Management — Part 3: Process Reference Model [Withdrawn]

    NOTE: ISO 20000-4 has been replaced by ISO 33054 Process Reference Model and ISO 33704 Process Assessment Model

  • ISO 20000-5 Service Management — Part 5: Implementation Guidance for ISO/IEC 20000-1

  • ISO 20000-6 Service Management — Part 6: Requirements for Bodies Providing Audit and Certification of Service Management Systems

  • ISO 20000-7 Service Management — Part 7: Guidance on the Integration and Correlation of ISO 20000-1:2018 and ISO 27001:2013 [Withdrawn]

    NOTE: ISO 20000-7 was withdrawn in mid-2022 just prior to the release of the revision to ISO 27001:2022.

  • ISO 20000-8 [Absorbed into ISO 20000-1:2018]

  • ISO 20000-9 Service Management — Part 9: Guidance on the Application of ISO/IEC 20000-1 to Cloud Services [Withdrawn]

    NOTE: This standard was withdrawn by ISO in September of 2018 after the publication of the ISO 20000-1:2018 revision.

  • ISO 20000-10 Service Management — Part 10: Concepts and Vocabulary

  • ISO 20000-11 Service Management — Part 11: Guidance on the Relationship Between ISO 20000-1 and Service Management Frameworks: ITIL

  • ISO 20000-12 [Reserved]

  • ISO 20000-13 [Reserved]

  • ISO 20000-14 Service Management — Part 14: Guidance on the Application of Service Integration and Management to ISO/IEC 20000-1

  • ISO 20000-15 Service Management — Part 15: Guidance on the Application of Agile and DevOps Principles in a Service Management System

  • ISO 20000-16 Service Management — Part 16: Guidance on Sustainability Within a Service Management System Based on ISO/IEC 20000-1

  • ISO 20000-17 Service Management — Part 17: Scenarios for the Practical Application of Service Management Systems Based on ISO/IEC 20000-1:2018

Dallas Bishoff
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ISO Steering Committee 40 - IT Service Management