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ISO/IEC 20000 series of standards – updated part 10


Part 10, concepts and terminology, was 1st published on November 1st 2013. It has been updated and republished in November 2015. This blog is about the updates to part 10.

What is Part 10?

ISO/IEC 20000-10 has the title ‘Concepts and terminology’. It defines the terms used across the ISO/IEC 20000 series. It additionally contains an explanation of each part of the series and their relationship. It also identifies other related standards. There are several useful diagrams showing all the relationships. This contributes to the understanding of the ISO/IEC 20000 series and supports the integration with other standards.

There are other management system standards which similarly have a separate part for terms and concepts e.g. ISO/IEC 27000, ISO 9000.

Why has part 10 been updated?

Part 10 is intended as a document that can be updated frequently to maintain a full list of terms as well as an explanation of the parts of ISO/IEC 20000 and other related standards.

Some of the related standards referred to in Part 10 have been updated and some new ones have been published. It was therefore necessary to update the clauses on related standards, either within the 20000 series or other standards

There was also a market survey during early 2015 which pointed to the need to provide more information about the benefits of setting up a service management system and meeting the requirements of ISO/IEC 20000-1.

What is new in Part 10?

The foreword has been updated with a complete list of the parts in the ISO/IEC 20000 series including those being developed.

The figures have been updated to show new parts of ISO/IEC 20000 and other standards that have been updated or are newly shown with relationships to ISO/IEC 20000.

No terms have been changed, added or removed. All of the terms currently in ISO/IEC 20000-1 appear in part 10. The terms will be removed from part 1 when this is updated in 2018. At this later stage, there may be updates to the terms but until then, they will remain unchanged.

The section on benefits has been strengthened considerably and is now split into:

  • General benefits of an SMS
  • Benefits from independent assessment of an SMS against ISO/IEC 20000-1
  • Benefits related to different service management scenarios.

There is also a new section on misperceptions (or myths) about an SMS and ISO/IEC 20000-1 to help to combat objections to ISO/IEC 20000-1.

The 20000 series descriptions now cover parts 1, 2, 3, 4 and 5 as previously with the addition of ISO/IEC TR 20000-9:2015 Guidance on the application of ISO/IEC 20000-1 to cloud services.

The description of ISO/IEC 27013, Guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 20000‑1, has been updated for the new edition due out shortly which is updated for ISO/IEC 27001:2013. The description of ISO/IEC 27000 and ISO/IEC 27001 has been updated for the latest published editions.

A description of ISO/IEC 22301, Societal security — Business continuity management systems — Requirements, has been added as a related standard. Also added is ISO/IEC 27031, Security techniques — Guidelines for information and communication technology readiness for business continuity.

The description of ISO/IEC 90006, Guideline on the application of ISO 9001:2008 to IT service management and its integration with ISO/IEC 20000-1:2011, has been updated since this was not published when Part 10 was first published.

A note has been added that ISO 9000 and ISO 9001 are due to be updated. Unfortunately these were not available when Part 10 was being revised so the descriptions have not been updated.


Part 10 is a useful introduction to the ISO/IEC 20000 series, to an SMS and to related standards.  It is now updated and strengthened by the addition of information on benefits and misperceptions about ISO/IEC 20000-1. This new information is very useful to aid the making of a business case for the use of ISO/IEC 20000-1.

Further information

ISO/IEC 20000 part 10 can be obtained from the ISO web site or your country standards organisation e.g. BSI in the UK.

ITIL Master, ISO/IEC 20000-1 project editor, consultant and trainer

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