ISO IEC TS 20000-15-2024 PDF

Full title and description

Information technology — Service management — Part 15: Guidance on the application of Agile and DevOps principles in a service management system (ISO/IEC TS 20000-15:2024). This Technical Specification provides guidance to help organizations, practitioners and assessors relate the requirements of ISO/IEC 20000-1:2018 to Agile and DevOps principles and practices, showing how those approaches can be used (individually or together) to establish, improve and demonstrate a Service Management System (SMS).

Abstract

This document explains the relationship between ISO/IEC 20000-1:2018 and commonly used Agile and DevOps frameworks. It maps principles and practices from Agile and DevOps to the requirements of an SMS, describes options for adopting Agile or DevOps (or both) in service management contexts, and offers guidance for organizations preparing for conformity assessment as well as for auditors seeking to understand Agile/DevOps as supporting approaches. The guidance is non-normative and intended to support planning, implementation and continual improvement of an SMS.

General information

• Status: Published
• Publication date: 15 May 2024
• Publisher: ISO/IEC (International Organization for Standardization and International Electrotechnical Commission)
• ICS / categories: 35.020; 03.080.99
• Edition / version: Edition 1 (2024)
• Number of pages: 34

Scope

The scope of ISO/IEC TS 20000-15:2024 is to provide guidance on applying Agile and DevOps principles and practices within a service management system based on ISO/IEC 20000-1:2018. It is intended for organizations that have implemented or plan to implement ISO/IEC 20000-1, for organizations already using Agile or DevOps who want to align those practices with an SMS, and for assessors and auditors who need to understand how Agile/DevOps approaches can support conformity to ISO/IEC 20000-1. The document is advisory (non-normative) and covers independent or combined deployment of Agile and DevOps approaches.

Key topics and requirements

• Mapping between ISO/IEC 20000-1 requirements and Agile/DevOps principles and practices.
• Guidance on adopting Agile and/or DevOps in the context of service lifecycle activities (planning, design, transition, operation, improvement).
• Recommendations for cultural and organizational changes (cross-functional teams, end-to-end responsibility, product orientation).
• Considerations for automation, CI/CD pipelines, release management and change control within an SMS.
• Advice for combining iterative delivery and rapid feedback with SMS controls and conformity objectives.
• Guidance for assessors and auditors on evaluating Agile/DevOps-aligned processes against ISO/IEC 20000-1 requirements.
• Examples and non-normative scenarios showing practical alignment options; limitations and boundaries of the guidance (does not change normative requirements of ISO/IEC 20000-1).

Typical use and users

Typical users include IT service management professionals, service owners, DevOps and Agile team leads, product managers, SMS implementers, consultants, and certification/assessment bodies. Organizations use the specification to align modern software delivery and operations practices with SMS requirements, to plan transitions to more agile delivery models, to support continuous improvement programs, and to prepare for conformity assessments where Agile and DevOps are part of the operating model.

Related standards

ISO/IEC TS 20000-15 is part of the ISO/IEC 20000 series. Closely related documents include ISO/IEC 20000-1:2018 (requirements for an SMS), ISO/IEC 20000-2 (guidance on application of an SMS), ISO/IEC TS 20000-11 (guidance on the relationship with ITIL), ISO/IEC TS 20000-14 (SIAM guidance), and other parts and technical specifications in the series such as guidance on sustainability and practical scenarios.

Keywords

Agile, DevOps, service management, SMS, ISO/IEC 20000-1, ITSM, CI/CD, automation, continuous improvement, product-centric, cross-functional teams, conformity assessment.

FAQ

Q: What is this standard?

A: ISO/IEC TS 20000-15:2024 is a Technical Specification that provides non-normative guidance on applying Agile and DevOps principles and practices within a Service Management System based on ISO/IEC 20000-1:2018.

Q: What does it cover?

A: It covers mapping and guidance that relate ISO/IEC 20000-1 requirements to Agile and DevOps approaches, cultural and organizational considerations, automation and CI/CD implications, examples of alignment, and advice for assessors and organizations preparing for conformity assessment. It does not change the normative requirements of ISO/IEC 20000-1.

Q: Who typically uses it?

A: IT service managers, DevOps and Agile practitioners, product and service owners, SMS implementers, consultants, and auditors or certification bodies who need to understand how Agile/DevOps can support compliance with ISO/IEC 20000-1.

Q: Is it current or superseded?

A: It is current (published May 2024) as a Technical Specification; it is a guidance document and does not supersede ISO/IEC 20000-1:2018. Organizations must meet the requirements of ISO/IEC 20000-1 to claim conformity.

Q: Is it part of a series?

A: Yes — it is part of the ISO/IEC 20000 family of standards and deliverables (the service management series). It complements other parts such as ISO/IEC 20000-1, -2, -11, -14 and subsequent technical specifications and reports in the series.

Q: What are the key keywords?

A: Agile, DevOps, service management, SMS, ISO/IEC 20000-1, ITSM, automation, CI/CD, continuous improvement, cross-functional teams.