ISO/IEC TR 20000-17:2024

Technical
Report
ISO/IEC TR
20000-17
First edition
Information technology — Service
2024-10
management —
Part 17:
Scenarios for the practical application
of service management systems based
on ISO/IEC 20000-1:2018
Technologies de l'information — Gestion des services —
Partie 17: Scénarios pour l'application pratique des systèmes de
gestion des services sur la base de l'ISO/IEC 20000-1:2018
Reference number
© ISO/IEC 2024
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© ISO/IEC 2024 – All rights reserved
ii
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Overview of ISO/IEC 20000-1:2018 . 1
5 Scenario-based examples . 3
5.1 Introduction to the scenarios .3
5.2 What types of services can be used with ISO/IEC 20000-1? .4
5.3 Can an SMS be sustainable? .7
5.4 Can an SMS be used with different methods, frameworks and technologies? .8
5.5 Who can be assigned as top management? .11
5.6 What is the difference between the many types of requirements in ISO/IEC 20000-1? .11
5.7 How does risk management fit within an SMS? .16
5.8 What are the four types of resources in ISO/IEC 20000-1? .21
5.9 How are suppliers managed within an SMS? . 23
5.10 Where is project management used within an SMS? . 25
5.11 What is organizational change management and how does it fit within an SMS? .27
5.12 How do change management activities operate within an SMS? . 29
5.13 Is it possible to be creative and innovative within an SMS? .31
5.14 How does continuous learning and feedback relate to an SMS? . 33
5.15 How does remote working impact the SMS? . 34
5.16 Can an SMS be used together with other management system standards? . 39
Annex A (informative) ISO/IEC 20000-1 clauses . 41
Bibliography .44

© ISO/IEC 2024 – All rights reserved
iii
Foreword
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical
Commission) form the specialized system for worldwide standardization. National bodies that are
members of ISO or IEC participate in the development of International Standards through technical
committees established by the respective organization to deal with particular fields of technical activity.
ISO and IEC technical committees collaborate in fields of mutual interest. Other international organizations,
governmental and non-governmental, in liaison with ISO and IEC, also take part in the work.
The procedures used to develop this document and those intended for its further maintenance are described
in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the different types
of document should be noted. This document was drafted in accordance with the editorial rules of the ISO/
IEC Directives, Part 2 (see www.iso.org/directives or www.iec.ch/members_experts/refdocs).
ISO and IEC draw attention to the possibility that the implementation of this document may involve the
use of (a) patent(s). ISO and IEC take no position concerning the evidence, validity or applicability of any
claimed patent rights in respect thereof. As of the date of publication of this document, ISO and IEC had not
received notice of (a) patent(s) which may be required to implement this document. However, implementers
are cautioned that this may not represent the latest information, which may be obtained from the patent
database available at www.iso.org/patents and https://patents.iec.ch. ISO and IEC shall not be held
responsible for identifying any or all such patent rights.
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and expressions
related to conformity assessment, as well as information about ISO's adherence to the World Trade
Organization (WTO) principles in the Technical Barriers to Trade (TBT) see www.iso.org/iso/foreword.html.
In the IEC, see www.iec.ch/understanding-standards.
This document was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology,
Subcommittee SC 40, IT Service Management and IT Governance.
A list of all parts in the ISO/IEC 20000 series can be found on the ISO and IEC websites.
Any feedback or questions on this document should be directed to the user’s national standards
body. A complete listing of these bodies can be found at www.iso.org/members.html and
www.iec.ch/national-committees.

© ISO/IEC 2024 – All rights reserved
iv
Introduction
This document provides scenarios, explanations and examples for the practical application of service
management systems (SMS) based on ISO/IEC 20000-1:2018.
These scenarios have arisen from comments resulting from the practical usage of ISO/IEC 20000-1:2018
over the years since its publication. These comments provided evidence of apparent misconceptions and a
lack of knowledge about how ISO/IEC 20000-1:2018 and an SMS can be applied.
This document aims to support users of ISO/IEC 20000-1:2018 in its application to establish and improve
an SMS using examples of practical situations. The list of scenario-based examples in this document is not
exhaustive and other scenarios are possible.

© ISO/IEC 2024 – All rights reserved
v
Technical Report ISO/IEC TR 20000-17:2024(en)
Information technology — Service management —
Part 17:
Scenarios for the practical application of service management
systems based on ISO/IEC 20000-1:2018
1 Scope
This document provides scenarios, explanations and examples for the practical application of service
management systems (SMS) based on ISO/IEC 20000-1:2018. These scenarios provide examples of situations
in which an SMS can be used and how the requirements of ISO/IEC 20000-1:2018 can be applied.
This document can be used with ISO/IEC 20000-1 as well as with ISO/IEC 20000-2, ISO/IEC 20000-3,
ISO/IEC TS 20000-5 and other parts of the ISO/IEC 20000 series.
This document is aimed at:
a) organizations that are intending to implement an SMS based on the requirements of ISO/IEC 20000-1;
b) organizations that have already implemented an SMS based on the requirements of ISO/IEC 20000-1;
c) consultants, trainers and other experts supporting these organizations.
This document does not add to, change or replace any of the requirements in ISO/IEC 20000-1. This document
is not intended to be used for a conformity assessment.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content constitutes
requirements of this document. For dated references, only the edition cited applies. For undated references,
the latest edition of the referenced document (including any amendments) applies.
ISO/IEC 20000-1, Information technology — Service management — Part 1: Service management system
requirements
ISO/IEC 20000-10, Information technology — Service management — Part 10: Concepts and vocabulary
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO/IEC 20000-1 and
ISO/IEC 20000-10 apply.
ISO and IEC maintain terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at https:// www .electropedia .org/
4 Overview of ISO/IEC 20000-1:2018
ISO/IEC 20000-1 specifies requirements for establishing, implementing, maintaining and continually
improving an SMS. An SMS supports the management of the service lifecycle, including the planning, design,

© ISO/IEC 2024 – All rights reserved
transition, delivery and improvement of services, which meet agreed requirements and deliver value for
customers, users and the organization delivering the services. The organization in the scope of the SMS can
be a whole or part of a larger organization. The organization in the scope of the SMS can also be known as
the service provider.
ISO/IEC 20000-1 is intentionally independent of specific guidance. The organization can use a combination
of generally accepted frameworks and its own experience. Appropriate tools for service management can be
used to support the SMS.
All requirements specified in ISO/IEC 20000-1 are generic and are intended to be applicable to all
organizations, regardless of the organization’s type or size, or the nature of the services delivered. For
example, the services can be in the field of information technology (IT), business process outsourcing or
facilities management. While ISO/IEC 20000-1 can be used "regardless of the organization’s type or size,
or the nature of the services delivered", ISO/IEC 20000-1 has its roots in IT. It is intended for service
management of services using technology and digital information. The examples given in this document
illustrate a variety of uses of ISO/IEC 20000-1.
Exclusion of any of the requirements in ISO/IEC 20000-1:2018, Clauses 4 to 10, is not acceptable when the
organization claims conformity to ISO/IEC 20000-1, irrespective of the nature of the organization.
The organization cannot demonstrate conformity to the requirements specified in ISO/IEC 20000-1 if other
parties, such as suppliers, are used to provide or operate all services, all service components or all processes
within the scope of the SMS.
Figure 1 illustrates an SMS showing the clause content of ISO/IEC 20000-1. Numbers in parentheses in
Figure 1 indicate ISO/IEC 20000-1 clause numbers.

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Figure 1 — Service management system
5 Scenario-based examples
5.1 Introduction to the scenarios
The scenarios, explanation and examples listed in this document are many and varied. Some are complex
and some are simple. Some relate to a single clause and others relate to multiple clauses in ISO/IEC 20000-1.
Each scenario has a title in the form of a question and an introduction. It is followed by explanation and
examples of how this scenario can be applied within an SMS. The relevant clause numbers of ISO/IEC 20000-1
at their lowest level are also shown. All clause numbers include their subclauses. See Annex A for a list of the
ISO/IEC 20000-1 clause numbers and titles.

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5.2 What types of services can be used with ISO/IEC 20000-1?
Requirements for services contained in ISO/IEC 20000-1 are independent of service size, type, location
or characteristics and there
...