TSE ISO/IEC TR 20000-5

TSE ISO/IEC TR 20000-5 is a technical report that gives guidance on an exemplar implementation plan for organisations seeking to establish a service management system capable of meeting the requirements of ISO/IEC 20000-1:2011. Its focus is the disciplined management of implementation work across service design, transition, delivery, management and improvement.

How the implementation plan is organised

This technical report illustrates a generic three-phased plan for managing implementation activities. A service provider may tailor those phases to fit its own structure, resources and constraints. In practical terms, the document is intended as guidance for planning and coordinating a move toward an ISO/IEC 20000-1-aligned service management system, rather than prescribing one mandatory project method.

Position within the ISO/IEC 20000 family

The ISO/IEC 20000 series brings together service management terminology, requirements and guidance. This part is specifically concerned with implementation, helping organisations think through how service management practices are introduced, organised and improved over time. In general technical terms, service management involves coordinating activities such as demand, capacity, continuity, change and continual improvement so that services can be delivered in a controlled and consistent way.

• Provides guidance for an SMS that can fulfil ISO/IEC 20000-1:2011 requirements.
• Considers service design, transition, delivery, management and improvement together.
• Illustrates a generic three-phased implementation plan.
• States that the phases can be tailored to the provider’s needs and constraints.
• Can be used together with the other parts of ISO/IEC 20000.