TSE ISO/IEC TS 20000-16
Information technology - Service management - Part 16: Guidance on sustainability within a service management system based on ISO/IEC 20000-1
This document provides guidance for including sustainability within a service management system (SMS) based on the requirements defined in ISO/IEC 20000-1. It is aimed at:
— organizations that are intending to implement the requirements of ISO/IEC 20000-1 and directly address sustainability;
— organizations that intend to leverage their existing SMS to enable sustainability actions and sustainable delivery;
— consultants, trainers and other experts supporting organizations that utilize ISO/IEC 20000-1, so that they can be informed on how to include sustainability actions in an SMS.
Sustainability in this context has three interdependent dimensions, which are environmental, social and economic. Annex A expands on the three dimensions with examples of each.
The guidance provided in this document aims to help organizations consider and address sustainability objectives as well as challenges related to their services. The complexity and detail surrounding the inclusion of sustainability within an SMS will vary and be dependent on the context of the organization, the scope of the SMS, compliance obligations and the nature of the services within the scope of the SMS.
This document is intended to be used in conjunction with ISO/IEC 20000-1 to address sustainability objectives related to specific requirements in ISO/IEC 20000-1. As such, it is anticipated that the user of this document is aware of the requirements in ISO/IEC 20000-1. The suggestions included across clauses in this document will be most effective when applied to an SMS which is implemented according to the corresponding clauses in ISO/IEC 20000-1. Application of this guidance to an SMS according to ISO/IEC 20000-1 is therefore recommended.
This document supports and is an addition to the guidance already provided in ISO/IEC 20000-2, ISO/IEC 20000-3, ISO/IEC TS 20000-5 and other parts of the ISO/IEC 20000 series.
Organizations can use the guidance in this document to also address the new requirements identified in ISO/IEC 20000-1:2018/Amd 1:2024 and ISO’s objectives to address climate change.
The recommendations in this document for improving sustainability within an SMS are not exclusive and can be implemented along with other sustainability initiatives.
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About This Item
TSE ISO/IEC TS 20000-16 provides guidance on how sustainability can be included within a service management system based on ISO/IEC 20000-1. Its focus is to help organizations manage services not only for operational effectiveness, but also with attention to environmental, social and economic impacts as connected dimensions of sustainability.
How sustainability fits into service management
The ISO/IEC 20000 family provides a framework for planning, delivering, monitoring and improving services. This technical specification adds guidance on how sustainability objectives can be incorporated into that framework. In general technical terms, this means considering matters such as resource efficiency, energy use, social impact, stakeholder expectations and economic viability throughout service management decisions, rather than treating sustainability as a separate activity outside the SMS.
Who the guidance is for and how it is used
The document is intended for organizations implementing ISO/IEC 20000-1 and wanting to address sustainability directly, as well as for organizations that want to use an existing SMS to enable sustainable delivery. It also supports consultants, trainers and other experts who advise on ISO/IEC 20000-based systems. The guidance is meant to be used together with ISO/IEC 20000-1, and it can complement other parts of the ISO/IEC 20000 series. Annex A expands the three sustainability dimensions with examples.
- Guidance document for use with ISO/IEC 20000-1, not a standalone service management requirement set.
- Covers sustainability in its environmental, social and economic dimensions.
- Supports organizations seeking to embed sustainability objectives in an SMS.
- Addresses both new implementations and existing SMS environments.
- Can be used alongside other ISO/IEC 20000-series guidance and related sustainability initiatives.
- Publication Date: 21.03.2025
- Standard Status: U (Yürürlükteki Standard/Standard)
- Publisher: TSE
- Document Language: en
- ICS Classification: 35.020 Enformasyon Teknolojisi (Genel) ; 03.080.99 Diğer Hizmetler; 13.020.20 Çevre Ekonomisi
- Pages: 33
- Source Standard: ISO/IEC TS 20000-16:2025
- International Equivalents: ISO/IEC TS 20000-16-EQV; ISO/IEC TS 20000-16-EQV
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