ISO/IEC 20000 has a separate process for the planning and implementation of new or modified services. The aim of this is to ensure that the new and modified services are delivered at the agreed costs and in the desired service quality.

Special account should be taken of the following aspects. All new or modified services are implemented in accordance with the PDCA cycle:

• The offer of new or modified services must take into account the impact on costs and profitability and the organizational and technical influences on the service management and service delivery.
• The implementation of new or modified services - including the termination of a service - must be planned and formally approved by the Change Management.
• The planning and implementation must take appropriate account of financing and resources so the necessary changes for service delivery and service management can be carried out.