ISO/IEC 20000-10:2018
Information technology - Service management - Part 10: Concepts and vocabulary
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About This Item
ISO/IEC 20000-10:2018 provides the concepts and vocabulary used within the ISO/IEC 20000 service management series, helping teams apply consistent terminology when developing, reviewing, or procuring service management documentation. As a supporting reference connected to ISO/IEC 20000, it is particularly useful where technical review, compliance workflows, and documented evaluation depend on clear definitions. For organizations aligning service processes, supplier requirements, or internal governance, the document can help reduce ambiguity and improve operational consistency across engineering and management activities.
Purpose of ISO/IEC 20000-10:2018
The purpose of ISO/IEC 20000-10:2018 is to establish a shared vocabulary for service management concepts so that stakeholders interpret terms in the same way during specification, assessment, and implementation activities. In practice, that supports technical validation, risk management, and conformity assessment by reducing misunderstandings in documentation and communication. Because it is part of the ISO/IEC 20000 framework, it is best used as a reference that supports the broader series rather than as a standalone process requirement.
Compliance applications of ISO/IEC 20000-10:2018
Organizations may use ISO/IEC 20000-10:2018 when preparing service management procedures, audit evidence, procurement documents, or internal control records tied to the parent series. It is useful in environments where technical documentation must remain precise across teams handling service delivery, quality workflows, and regulatory preparation. During review cycles, the vocabulary reference can support consistent interpretation of service terms in contracts, assessments, and compliance checks, especially where multiple departments contribute to the same technical document set.
Benefits of ISO/IEC 20000-10:2018
Using ISO/IEC 20000-10:2018 can improve clarity in technical communication and help organizations avoid errors caused by inconsistent terminology. That supports stronger engineering documentation, more reliable conformity assessment preparation, and better alignment between procurement, operations, and assurance teams. It may also reduce rework during verification activities and improve consistency in testing workflows and compliance workflows. For organizations working under the ISO/IEC 20000 framework, the vocabulary reference can contribute to better control, lower risk, and more efficient technical review.
- Shared terminology for service management documents and procedures
- Support for technical review, audit preparation, and documented evaluation
- Improved consistency across compliance workflows and supplier communication
- Useful context for interpreting the ISO/IEC 20000 series
- Publication Date: 2018-09-14
- Standard Status: Derived
- Publisher: IEC
- Edition: 1
- New Version Available: ISO/IEC 20000 (2024-02-23)
- Previous Version: ISO/IEC 20000 (2020-06-08)
- Previous Version: ISO/IEC 20000 (2019-11-28)
- Previous Version: ISO/IEC 20000 (2019-08-19)
- Previous Version: ISO/IEC 20000 (2019-08-19)
- This Version: ISO/IEC 20000 (2018-09-14)
- Previous Version: ISO/IEC 20000 (2018-09-14)
- Previous Version: ISO/IEC 20000 (2017-06-06)
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