TSE ISO/IEC TR 20000-17
Information technology - Service management - Part 17: Scenarios for the practical application of service management systems based on ISO/IEC 20000-1:2018
This document provides scenarios, explanations and examples for the practical application of service management systems (SMS) based on ISO/IEC 20000-1:2018. These scenarios provide examples of situations in which an SMS can be used and how the requirements of ISO/IEC 20000-1:2018 can be applied.
This document can be used with ISO/IEC 20000-1 as well as with ISO/IEC 20000-2, ISO/IEC 20000-3, ISO/IEC TS 20000-5 and other parts of the ISO/IEC 20000 series.
This document is aimed at:
a) organizations that are intending to implement an SMS based on the requirements of ISO/IEC 20000-1;
b) organizations that have already implemented an SMS based on the requirements of ISO/IEC 20000-1;
c) consultants, trainers and other experts supporting these organizations.
This document does not add to, change or replace any of the requirements in ISO/IEC 20000-1. This document is not intended to be used for a conformity assessment.
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About This Item
TSE ISO/IEC TR 20000-17 is a technical report that provides scenarios, explanations and examples for the practical application of service management systems based on ISO/IEC 20000-1:2018. Rather than restating how to build a service management system, it shows how the requirements of ISO/IEC 20000-1 can be interpreted and applied in real operating contexts.
In general technical terms, a service management system (SMS) is the management framework an organization uses to plan, deliver and continually improve services in a consistent and controlled way. The ISO/IEC 20000 series establishes a common language for service quality, role responsibilities, incident and change management, continual improvement and stakeholder expectations. TR 20000-17 makes that language easier to use through practical examples.
Scenario-based support for implementation
The document is aimed at organizations intending to implement an SMS against ISO/IEC 20000-1, organizations that have already implemented one, and consultants, trainers and other experts supporting them. It is also intended to be used together with ISO/IEC 20000-1 and with other parts of the series, including ISO/IEC 20000-2, ISO/IEC 20000-3 and ISO/IEC TS 20000-5. This makes it useful as a bridge between the standard’s requirements and day-to-day service management practice.
- Provides scenarios that explain how ISO/IEC 20000-1:2018 requirements may be applied.
- Supports both organizations starting an SMS and those already operating one.
- Useful for consultants, trainers and specialist support roles.
- Does not add to, change or replace the requirements of ISO/IEC 20000-1.
- Not intended for conformity assessment.
As a technical report, it adds practical context rather than normative obligations. Its value lies in helping readers connect service management concepts with operational realities while keeping the base requirements of ISO/IEC 20000-1 intact.
- Publication Date: 21.10.2024
- Standard Status: U (Yürürlükteki Standard/Standard)
- Publisher: TSE
- Document Language: en
- ICS Classification: 35.020 Enformasyon Teknolojisi (Genel) ; 03.080.99 Diğer Hizmetler
- Pages: 55
- Source Standard: ISO/IEC TR 20000-17:2024
- International Equivalents: ISO/IEC TR 20000-17-EQV; ISO/IEC TR 20000-17-EQV
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