Active standard | Published: 27/11/2023

ISO/IEC/TS 20000-14-ed.1.0

Information technology - Service management - Part 14: Guidance on the application of Service Integration and Management to ISO/IEC 20000-1

Available languages: English

Available design: electronic design (pdf), Print design, CD-ROM

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Detail information

Designation: ISO/IEC/TS 20000-14-ed.1.0

Publication date: 27/11/2023

Pages: 30

Country: International technical standard

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Anotation

This document provides guidance for organizations that are establishing or improving a service management system (SMS) by incorporating a service integrator. The incorporation of a service integrator is aimed at addressing an environment that includes services sourced from multiple service providers.

This document specifically focuses on Service Integration and Management (SIAM) in the context of an SMS.

The intended users of this document include:

— organizations that need to manage multiple service providers within a new or existing SMS according to SIAM; and

— consultants and advisors that support an organization during SMS implementation or improvement, where a SIAM approach is being adopted.

NOTE 1 This document is applicable for organizations implementing SIAM in conjunction with SMS. It does not limit organizations or individuals from implementing any other management and governance model for managing multivendor environments along with SMS.

This document is not applicable to organizations that have only one service provider.

NOTE 2 In SIAM, the term "supplier" is not used. Internal and external suppliers are both referred to as “service providers”. See 4.2 for further comparison of terminology.

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