ISO/IEC TS 20000-16:2025 信息技术 服务管理 第16部分:基于ISO/IEC 20000-1的服务管理系统内的可持续性指南

标准编号：ISO/IEC TS 20000-16:2025

中文名称：信息技术 服务管理 第16部分:基于ISO/IEC 20000-1的服务管理系统内的可持续性指南

英文名称：Information technology - Service management - Part 16: Guidance on sustainability within a service management system based on ISO/IEC 20000-1

发布日期：2025-02-03

标准范围

本文件根据ISO/IEC 20000-1中定义的要求，为将可持续性纳入服务管理系统（SMS）提供了指导。其目的是:-打算实施ISO/IEC 20000-1要求并直接解决可持续性问题的组织；-打算利用其现有SMS来实现可持续发展行动和可持续交付的组织；-为使用ISO/IEC 20000-1的组织提供支持的顾问、培训师和其他专家，以便他们能够了解如何将可持续性行动纳入SMS。在这方面，可持续性有三个相互依存的层面，即环境、社会和经济。附录A详细介绍了这三个维度，并举例说明了每个维度。本文件中提供的指导旨在帮助组织考虑和解决可持续发展目标以及与其服务相关的挑战。将可持续性纳入SMS的复杂性和细节会有所不同，并取决于组织的背景、SMS的范围、合规义务以及SMS范围内的服务性质。本文件旨在与ISO/IEC 20000-1结合使用，以解决与ISO/IEC 20000-1中特定要求相关的可持续性目标。因此，预期本文件的用户知道ISO/IEC 20000-1中的要求。当应用于根据ISO/IEC 20000-1中相应条款实施的SMS时，本文件中各条款中包含的建议将是最有效的。因此，建议将本指南应用于符合ISO/IEC 20000-1的SMS。本文件支持并补充了ISO/IEC 20000-2、ISO/IEC 20000-3、ISO/IEC TS 20000-5和ISO/IEC 20000系列的其他部分。组织还可以使用本文件中的指南来满足ISO/IEC 20000-1:20 18/Amd 1:20 24中确定的新要求以及ISO应对气候变化的目标。本文件中关于提高SMS可持续性的建议不是排他性的，可以与其他可持续性计划一起实施。

This document provides guidance for including sustainability within a service management system (SMS) based on the requirements defined in ISO/IEC 20000-1. It is aimed at:

— organizations that are intending to implement the requirements of ISO/IEC 20000-1 and directly address sustainability;

— organizations that intend to leverage their existing SMS to enable sustainability actions and sustainable delivery;

— consultants, trainers and other experts supporting organizations that utilize ISO/IEC 20000-1, so that they can be informed on how to include sustainability actions in an SMS.

Sustainability in this context has three interdependent dimensions, which are environmental, social and economic. Annex A expands on the three dimensions with examples of each.

The guidance provided in this document aims to help organizations consider and address sustainability objectives as well as challenges related to their services. The complexity and detail surrounding the inclusion of sustainability within an SMS will vary and be dependent on the context of the organization, the scope of the SMS, compliance obligations and the nature of the services within the scope of the SMS.

This document is intended to be used in conjunction with ISO/IEC 20000-1 to address sustainability objectives related to specific requirements in ISO/IEC 20000-1. As such, it is anticipated that the user of this document is aware of the requirements in ISO/IEC 20000-1. The suggestions included across clauses in this document will be most effective when applied to an SMS which is implemented according to the corresponding clauses in ISO/IEC 20000-1. Application of this guidance to an SMS according to ISO/IEC 20000-1 is therefore recommended.

This document supports and is an addition to the guidance already provided in ISO/IEC 20000-2, ISO/IEC 20000-3, ISO/IEC TS 20000-5 and other parts of the ISO/IEC 20000 series.

Organizations can use the guidance in this document to also address the new requirements identified in ISO/IEC 20000-1:2018/Amd 1:2024 and ISO’s objectives to address climate change.

The recommendations in this document for improving sustainability within an SMS are not exclusive and can be implemented along with other sustainability initiatives.

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