Governance and Service Management

The value delivered by good governance of IT
Governance of IT can be viewed as the link between corporate governance and the management of technology. It helps the governing body and Chief Executive Officer to ensure that IT is managed effectively in alignment with the organization’s strategic plan and purpose.

The value delivered by good governance of IT includes a decrease in risk of adverse outcomes, an increase in stewardship and improved decision making to take advantage of new opportunities. Standards help to keep us safe but allow us to exercise choice.

The role of JTC 1 in the standardization of governance of IT and service management
JTC 1/SC 40 was formed in 2013 to bring together standardization activities in the domain of governance of information technologies, service management and IT-enabled business process outsourcing. There are three key series of standards – ISO/IEC 38500, ISO/IEC 20000 and ISO/IEC 30105.

Work programme and structure
JTC 1/SC 40/WG 1 is building on the foundation 38500 series and is committed to aligning core governance terminology and providing greater shared understanding of the differences between governance and management as distinct disciplines.

JTC 1/SC 40 provides input and expertise into other projects, whether through liaisons, contributions, or joint work, for example participating in a joint working group with SC 42 on the governance implications of the use of artificial intelligence.

JTC 1/SC 40 WG2 is the standards development environment for the ISO/IEC 20000 series. The series consists of international standards and technical reports for service management which are used by organizations, auditors, trainers, consultants and customers. ISO/IEC 20000-1 specifies requirements for a service management system (SMS). All requirements in ISO/IEC 20000-1 are generic and are intended to be applicable to all organizations, regardless of type, size and the nature of the services delivered.

The latest revision of ISO/IEC 20000 is in alignment with the common high-level structure and text for all ISO MSS, it will further facilitate the ability of organizations to integrate their SMS with other ISO MSS, including ISO 9001 and ISO/IEC 27001. It also supports service integration and multi-supplier services.

JTC 1/SC 40 WG3 is developing extensions on the ISO/IEC 30105 series that provides the standards and guidelines on delivery and consumption of the lifecycle elements involved in ITES-BPO industry.

JTC 1/SC 40 WG4 is developing standards in the domain of service management in infrastructure.