The electronic version of this International Standard can be downloaded from the ISO/IEC Information Technology Task Force (ITTF) web site

Abstract Preview

ISO/IEC TR 20000-12:2016 provides guidance on the relationship between ISO/IEC 20000‑1:2011 and CMMI-SVC V1.3 (through Maturity Level 3). Service providers can refer to this guidance as a cross-reference between the two documents to help them to plan and implement an SMS. An organization employing the practices in the indicated CMMI-SVC process areas can conform to many of the associated ISO/IEC 20000‑1 requirements.

The guidance in Clause 4 describes how CMMI-SVC can support the demonstration of conformity to ISO/IEC 20000‑1:2011. A description of the purpose and content of both publications in 4.1 and 4.2 is followed by Clause 5, which relates process areas in CMMI-SVC to clauses in ISO/IEC 20000‑1:2011. The tables in Annexes A and B relate terms, clauses, and paragraphs in ISO/IEC 20000‑1:2011 to CMMI-SVC. Table B.1 is a simplified summary of the correlation seen in Table 3 for those readers who want an overview. The tables indicate those aspects of ISO/IEC 20000‑1:2011 and CMMI-SVC that represent the greatest link between the two sets of documents, from the perspective of a service provider.

ISO/IEC TR 20000-12:2016 can be used by any organization or person who wishes to understand how CMMI-SVC can be used with ISO/IEC 20000‑1:2011, including the following:

a) a service provider that intends to demonstrate conformity to the requirements of ISO/IEC 20000‑1:2011 and is seeking guidance on the use of CMMI-SVC to establish and maintain the SMS and the services;

b) a service provider that has demonstrated conformity to the requirements of ISO/IEC 20000‑1:2011 and is seeking guidance on ways to use CMMI-SVC to improve the SMS and the services;

c) a service provider that already uses CMMI-SVC and is seeking guidance on how CMMI-SVC can be used to support efforts to demonstrate conformity to the requirements specified in ISO/IEC 20000‑1:2011;

d) an appraiser or assessor who wishes to understand the use of CMMI-SVC as support for the requirements specified in ISO/IEC 20000‑1:2011.

ISO/IEC TR 20000-12:2016 can also be used with the other parts of the ISO/IEC 20000 series.

General information

  • Status :  Published
    Publication date : 2016-10
  • Edition : 1
    Number of pages : 32
  • :
    ISO/IEC JTC 1/SC 40
    IT Service Management and IT Governance
  • 35.020
    Information technology (IT) in general
    Other services

Buy this standard

Format Language
Please note that paper format is currently unavailable.
  • CHF138

Got a question?

Check out our FAQs

Customer care
+41 22 749 08 88

Opening hours:
Monday to Friday - 09:00-12:00, 14:00-17:00 (UTC+1)

Keep up to date with ISO

Sign up to our newsletter for the latest news, views and product information