ISO TS 19387-2025 PDF

Full title and description

St ISO TS 19387-2025 — Service excellence — Maturity model. This technical specification defines a Service Excellence Maturity Model (SEMM) to help organisations assess and improve their service‑delivery maturity and to provide guidance for internal and external assessment and improvement activities.

Abstract

This technical specification establishes principles for, and gives guidance on using, a service excellence maturity model. It is applicable to organisations that deliver services (commercial, public sector and not‑for‑profit) and is intended to help determine an organisation’s maturity level with respect to service excellence, to guide improvement planning and to support internal and external audits. The document notes that organisations may assess the whole model or only selected dimensions/elements.

General information

• Status: Published
• Publication date: 5 September 2025
• Publisher: International Organization for Standardization (ISO)
• ICS / categories: 03.080.01 (Services — General)
• Edition / version: Edition 1 (2025)
• Number of pages: 10

Core bibliographic details above are taken from the ISO catalogue entry and standard distribution listings.

Scope

The specification provides guidance on applying a maturity model for service excellence (SEMM) across organisations that deliver services. It supports assessment of maturity across the model’s dimensions and elements, helps organisations set improvement priorities, and can be used to inform internal reviews and external audits. The SEMM is positioned to be used in conjunction with ISO 23592 (Service excellence — Principles and model).

Key topics and requirements

• Definition and purpose of a Service Excellence Maturity Model (SEMM) and guidance on its use.
• Structure of the model (organisations may assess the whole model or select dimensions/elements for focused assessment).
• Assessment guidance to determine maturity levels and to identify improvement actions aligned with service excellence principles.
• Alignment and intended use with related ISO service‑excellence publications and frameworks (for example ISO 23592).
• Practical considerations for applying the model across public, private and not‑for‑profit sectors and for use in internal/external audit contexts.

Typical use and users

Organisations seeking structured, ISO‑aligned guidance on assessing and improving service delivery: service providers (commercial and public), customer‑experience teams, quality and improvement professionals, internal auditors, consultants and bodies developing service excellence programmes. The specification is a practical tool for improvement planning rather than a certification requirement by itself.

Related standards

Key related documents in the ISO service‑excellence family include ISO 23592 (Service excellence — Principles and model), ISO 11367:2025 (Service excellence — Principles and model for public service organisations), ISO/TS 23686 (Measuring service excellence performance) and other ISO/TC 312 deliverables and guidance documents (including guidance on digital approaches and implementation guidance under development). These relate to terminology, principles, measurement and sector‑specific application of service excellence.

Keywords

service excellence, maturity model, SEMM, service maturity, customer experience, continuous improvement, ISO 23592, service assessment.

FAQ

Q: What is this standard?

A: ISO/TS 19387:2025 is a technical specification titled "Service excellence — Maturity model" that provides a maturity‑model approach for assessing and improving service excellence in organisations.

Q: What does it cover?

A: It covers principles and practical guidance for applying a Service Excellence Maturity Model (SEMM), describing how organisations can determine maturity levels across model dimensions/elements and plan improvements; it is intended for use across sectors and for internal and external assessment contexts.

Q: Who typically uses it?

A: Service delivery organisations (private, public and not‑for‑profit), quality and improvement teams, consultants, and internal auditors use the specification to assess maturity, prioritise improvements and align service‑excellence activities with ISO guidance.

Q: Is it current or superseded?

A: It is current: published as Edition 1 in 2025 (publication date 5 September 2025) and is an active ISO technical specification.

Q: Is it part of a series?

A: Yes — it is part of the ISO/TC 312 service‑excellence family and is intended to be used alongside ISO 23592 (Principles and model), ISO 11367:2025 (public‑service model) and other ISO/TC 312 guidance and measurement documents.

Q: What are the key keywords?

A: Service excellence, maturity model, SEMM, service maturity assessment, customer experience, continuous improvement.