ISO/IEC NP TS 20000-19

Information technology — Service management — Part 19: Guidance on the use of AI in a service management system based on ISO/IEC 20000-1

Scope

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, decision-making, 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.