Active standard | Published: 06/10/2026

ISO/IEC/TS 20000-18-ed.1.0

Information technology - Service management - Part 18: Guidance on the use of experience management in a service management system
(Technologies de l´information - Gestion des services - Partie 18: Recommandations pour l´utilisation de la gestion de l´experience dans un systeme de gestion des services)

Available languages: English

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

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Detail information

Designation: ISO/IEC/TS 20000-18-ed.1.0

Publication date: 06/10/2026

Pages: 31

Country: International technical standard

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Anotation

This document provides guidance on the use of experience management (XM) in a service management system (SMS) based on ISO/IEC 20000-1. The target group for this document includes professionals and organizations interested in using XM. XM can focus on various aspects of experience with the services by customers, users, personnel, suppliers and other interested parties. XM practices are intended to optimize the value to interested parties and to improve the quality of the services provided. XM is not a stand-alone methodology but should be integrated into the existing or new SMS which is used to operate the services. NOTE This document does not distinguish between organizations providing services to internal or external customers (known as internal or external service providers). XM applies to internal and external service providers and their respective suppliers.

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