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Standards Development
This document provides guidance on the application of Artificial Intelligence (AI) within a service management system (SMS) based on ISO/IEC 20000. It is intended to support organizations in the responsible, effective, and auditable use of AI technologies to enhance service delivery, decisionmaking, and continual improvement processes. The guidance covers AI integration across the service lifecycle, including planning, design, transition, delivery, and improvement of services. It addresses considerations such as transparency, accountability, risk management, data quality, and human oversight in AI-enabled service management. This document is applicable to all types and sizes of organizations, including public and private entities, that are implementing or operating an SMS in accordance with ISO/IEC 20000.
The proposed standard aims to establish a structured framework for the responsible and effective integration of Artificial Intelligence (AI) in a Service Management System practices governed by ISO/IEC 20000. As AI technologies increasingly influence service delivery, service management, and decision-making, there is a critical need to ensure their deployment aligns with principles of transparency, reliability, and continual improvement. The introduction of AI brings new opportunities and challenges, including the need to balance technical performance with ethical considerations, transparency, and the overall value delivered to the organization and its stakeholders. As organizations leverage AI in service management systems, it is crucial to balance the risks and opportunities associated with its adoption. Carefully managing this balance helps ensure that AI delivers innovative benefits while safeguarding service integrity, data privacy, and stakeholder trust. This standard will provide guidance to organizations seeking to enhance service quality and operational efficiency while maintaining compliance, trust, and accountability in AI-driven SMS environments.
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