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 a...