ISO/IEC TS 20000-15:2024

FINAL DRAFT
Technical
Specification
ISO/IEC DTS
20000-15
ISO/IEC JTC 1/SC 40
Information technology — Service
Secretariat: SA
management —
Voting begins on:
2024-02-02
Part 15:
Guidance on the application of Agile
Voting terminates on:
2024-03-29
and DevOps principles in a service
management system
Technologies de l'information – Gestion des services —
Partie 15: Lignes directrices pour l'application des principes
"Agile" et "DevOp"s dans un système de gestion des services
RECIPIENTS OF THIS DRAFT ARE INVITED TO SUBMIT,
WITH THEIR COMMENTS, NOTIFICATION OF ANY
RELEVANT PATENT RIGHTS OF WHICH THEY ARE AWARE
AND TO PROVIDE SUPPOR TING DOCUMENTATION.
IN ADDITION TO THEIR EVALUATION AS
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO-
LOGICAL, COMMERCIAL AND USER PURPOSES, DRAFT
INTERNATIONAL STANDARDS MAY ON OCCASION HAVE
TO BE CONSIDERED IN THE LIGHT OF THEIR POTENTIAL
TO BECOME STAN DARDS TO WHICH REFERENCE MAY BE
MADE IN NATIONAL REGULATIONS.
Reference number
ISO/IEC DTS 20000-15:2024(en) © ISO/IEC 2024

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FINAL DRAFT
ISO/IEC DTS 20000-15:2024(en)
Technical
Specification
ISO/IEC DTS
20000-15
ISO/IEC JTC 1/SC 40
Information technology — Service
Secretariat: SA
management —
Voting begins on:
Part 15:
Guidance on the application of Agile
Voting terminates on:
and DevOps principles in a service
management system
Technologies de l'information – Gestion des services —
Partie 15: Lignes directrices pour l'application des principes
"Agile" et "DevOp"s dans un système de gestion des services
RECIPIENTS OF THIS DRAFT ARE INVITED TO SUBMIT,
COPYRIGHT PROTECTED DOCUMENT
WITH THEIR COMMENTS, NOTIFICATION OF ANY
RELEVANT PATENT RIGHTS OF WHICH THEY ARE AWARE
AND TO PROVIDE SUPPOR TING DOCUMENTATION.
© ISO/IEC 2024
IN ADDITION TO THEIR EVALUATION AS
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO-
LOGICAL, COMMERCIAL AND USER PURPOSES, DRAFT
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on
INTERNATIONAL STANDARDS MAY ON OCCASION HAVE
the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below
TO BE CONSIDERED IN THE LIGHT OF THEIR POTENTIAL
or ISO’s member body in the country of the requester.
TO BECOME STAN DARDS TO WHICH REFERENCE MAY BE
MADE IN NATIONAL REGULATIONS.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland Reference number
ISO/IEC DTS 20000-15:2024(en) © ISO/IEC 2024

© ISO/IEC 2024 – All rights reserved
ii

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ISO/IEC DTS 20000-15:2024(en)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Introduction to ISO/IEC 20000–1:2018 . 4
5 Agile within an SMS based on ISO/IEC 20000–1 . 6
5.1 Background of Agile .6
5.2 Agile Principles .6
5.2.1 Overview .
...

ISO/IEC DTS 20000-15:2023(X)
ISO/IEC DTS 20000-15:2023(en)
ISO /IEC JTC 1/SC 40/WG 2
Secretariat: SA
Date: 2024-01-19
Information technology — Service management — —
Part 15:
Guidance on the application of Agile and DevOps principles in a
service management system
Technologies de l’information —l'information – Gestion des services — —
Partie 15: Directives relatives àLignes directrices pour l'application des principes de "Agile" et
DevOps"DevOp"s dans les systèmesun système de managementgestion des services

DTSFDIS stage

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ISO/IEC DTS 20000-15:(en)
© ISO/IEC 20232024
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication
may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying,
or posting on the internet or an intranet, without prior written permission. Permission can be requested from either ISO
at the address below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: + 41 22 749 01 11
Fax: +41 22 749 09 47
EmailE-mail: copyright@iso.org
Website: www.iso.orgwww.iso.org
Published in Switzerland
© ISO/IEC 2024 – All rights reserved

ii

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ISO/IEC DTS 20000-15:(en)
Contents
Foreword . vi
Introduction . vii
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 2
4 Introduction to ISO/IEC 20000–1:2018 . 6
5 Agile within an SMS based on ISO/IEC 20000–1 . 8
5.1 Background of Agile . 8
5.2 Agile Principles . 9
5.2.1 Overview . 9
5.2.2 Agile Manifesto . 9
5.2.3 List of Agile Principles . 9
5.3 Agile and services . 10
5.3.1 Value in a service environment . 10
5.3.2 Value, customers and uncertainty in services . 11
5.4 Defining the objective . 12
5.5 High-uncertainty contracts . 14
5.6 How to achieve the service objectives. 14
5.7 Agile learning .
...