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SPECIFICATION 20000-14
First edition
2023-11
Information technology — Service
management —
Part 14:
Guidance on the application of Service
Integration and Management to ISO/
IEC 20000-1
Technologies de l'information — Gestion des services —
Partie 14: Recommandations pour l'application de l'intégration et de
la gestion des services à l'ISO/IEC 20000-1
Reference number
ISO/IEC TS 20000-14:2023(E)
© ISO/IEC 2023
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ISO/IEC TS 20000-14:2023(E)
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© ISO/IEC 2023
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
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ISO copyright office
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Published in Switzerland
ii
© ISO/IEC 2023 – All rights reserved
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ISO/IEC TS 20000-14:2023(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 ISO/IEC 20000-1 and Service Integration and Management . 3
4.1 Introduction to ISO/IEC 20000-1 . 3
4.2 Terminology comparison . 5
5 Introduction to the SIAM ecosystem .6
5.1 Brief overview of SIAM . 6
5.2 SIAM model . 7
5.2.1 General . 7
5.2.2 The customer organization . 8
5.2.3 Service integrator . 8
5.2.4 Service providers . 8
5.2.5 SIAM structural elements . 8
5.2.6 SIAM processes . 9
5.2.7 SIAM practices . . 9
5.3 SIAM roles and responsibilities .
...