服务企业的存在是为了向客户提供无形的利益，如提供便利设施、设备或建议。也许比实物商品更重要的是，服务行业的成功意味着理解和满足客户的期望。但是，在一个快节奏的数字世界里，这些期望会不断变化。 ISO创建了一个实用指南，介绍如何使用ISO/IEC 20000-1:20 18在当今的动态服务环境中管理服务。此外，它还描述了如何将流行的管理方法（如敏捷、精益或DevOps）、服务管理框架和方法（ITIL？、COBIT？、CMMI-SVC？）和附加标准（ISO 9001、ISO/IEC 27001、ISO 31000）整合到IT服务管理系统中。

Service businesses exist to supply their customers with intangible benefits such as providing amenities, facilities, or advice. Perhaps to an even greater extent than physical goods, success in the service sector means understanding and meeting your customers’ expectations. But, in a fast-paced, digital world, these expecta-tions constantly change.

ISO has created a practical guide on how to manage services in today’s dynamic service environment using ISO/IEC 20000-1:2018. Additionally, it also describes how to incorporate popular management methods (such as Agile, Lean or DevOps), service management frameworks and methodologies (ITIL？, COBIT？, CMMI-SVC？), and additional standards (ISO 9001, ISO/IEC 27001, ISO 31000) into the IT service management system.