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 organizations seeking to establish a service management system able to meet the requirements of ISO/IEC 20000-1:2011. It describes a general way to organise implementation work across service design, transition, delivery, management and improvement.

Purpose of the implementation plan

Rather than prescribing one mandatory method, this document illustrates a generic three-phased plan for managing implementation activities. The phases are intended to be tailored by the service provider to fit its own needs, constraints, operating model and resources. In practical terms, it offers a structured route for moving from intent and preparation to controlled operation and ongoing refinement.

How it fits the service management domain

In general technical context, the ISO/IEC 20000 family is built around the idea that service quality is achieved through consistently defined, implemented and reviewed processes. Considering design, transition, delivery, management and improvement together reflects the fact that service levels, responsibilities, change control and performance monitoring are interdependent. An implementation plan therefore has to support both initial adoption and long-term operation of the service management system.

This part is also positioned for use with the other parts of ISO/IEC 20000. It functions as a guidance document for organisations pursuing alignment with ISO/IEC 20000-1, rather than as a standalone certification requirement.

• Illustrates a generic three-phase implementation approach.
• Considers service design, transition, delivery, management and improvement together.
• Allows the service provider to tailor the phases to its own needs and constraints.
• Can be used alongside other parts of the ISO/IEC 20000 series.