🔥🔥 Don’t Miss Out on Our End of Autumn Sale. If you have any questions, feel free to click the bottom right corner to contact our customer service..

Concat us[email protected]
Shopping Cart

No products in the cart.

🔍
BS ISO/IEC 20000-1:2018

BS ISO/IEC 20000-1:2018

$141.12

Information technology. Service management – Service management system requirements

Published By Publication Date Number of Pages
BSI 2018 42
PDF Format Searchable Printable Preview Now
Guaranteed Safe Checkout
Category:

If you have any questions, feel free to reach out to our online customer service team by clicking on the bottom right corner. We’re here to assist you 24/7.
Email:[email protected]

1.1 General

This document specifies requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS). The requirements specified in this document include the planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value. This document can be used by:

  1. a customer seeking services and requiring assurance regarding the quality of those services;

  2. a customer requiring a consistent approach to the service lifecycle by all its service providers, including those in a supply chain;

  3. an organization to demonstrate its capability for the planning, design, transition, delivery and improvement of services;

  4. an organization to monitor, measure and review its SMS and the services;

  5. an organization to improve the planning, design, transition, delivery and improvement of services through effective implementation and operation of an SMS;

  6. an organization or other party performing conformity assessments against the requirements specified in this document;

  7. a provider of training or advice in service management.

The term “service” as used in this document refers to the service or services in the scope of the SMS. The term “organization” as used in this document refers to the organization in the scope of the SMS that manages and delivers services to customers. The organization in the scope of the SMS can be part of a larger organization, for example, a department of a large corporation. An organization or part of an organization that manages and delivers a service or services to internal or external customers can also be known as a service provider. Any use of the terms “service” or “organization” with a different intent is distinguished clearly in this document.

1.2 Application

All requirements specified in this document are generic and are intended to be applicable to all organizations, regardless of the organization’s type or size, or the nature of the services delivered. Exclusion of any of the requirements in Clauses 4 to 10 is not acceptable when the organization claims conformity to this document, irrespective of the nature of the organization.

Conformity to the requirements specified in this document can be demonstrated by the organization itself showing evidence of meeting those requirements.

The organization itself demonstrates conformity to Clauses 4 and 5. However, the organization can be supported by other parties. For example, another party can conduct internal audits on behalf of the organization or support the preparation of the SMS.

Alternatively, the organization can show evidence of retaining accountability for the requirements specified in this document and demonstrating control when other parties are involved in meeting the requirements in Clauses 6 to 10 (see 8.2.3). For example, the organization can demonstrate evidence of controls for another party who is providing infrastructure service components or operating the service desk including the incident management process.

The organization cannot demonstrate conformity to the requirements specified in this document if other parties are used to provide or operate all services, service components or processes within the scope of the SMS.

The scope of this document excludes the specification for products or tools. However, this document can be used to help the development or acquisition of products or tools that support the operation of an SMS.

PDF Catalog

PDF Pages PDF Title
2 National foreword
7 Foreword
9 Introduction
11 1 Scope
1.1 General
1.2 Application
12 2 Normative references
3 Terms and definitions
3.1 Terms specific to management system standards
16 3.2 Terms specific to service management
20 4 Context of the organization
4.1 Understanding the organization and its context
4.2 Understanding the needs and expectations of interested parties
4.3 Determining the scope of the service management system
4.4 Service management system
5 Leadership
5.1 Leadership and commitment
21 5.2 Policy
5.2.1 Establishing the service management policy
5.2.2 Communicating the service management policy
5.3 Organizational roles, responsibilities and authorities
22 6 Planning
6.1 Actions to address risks and opportunities
6.2 Service management objectives and planning to achieve them
6.2.1 Establish objectives
23 6.2.2 Plan to achieve objectives
6.3 Plan the service management system
7 Support of the service management system
7.1 Resources
24 7.2 Competence
7.3 Awareness
7.4 Communication
7.5 Documented information
7.5.1 General
25 7.5.2 Creating and updating documented information
7.5.3 Control of documented information
7.5.4 Service management system documented information
26 7.6 Knowledge
8 Operation of the service management system
8.1 Operational planning and control
8.2 Service portfolio
8.2.1 Service delivery
8.2.2 Plan the services
27 8.2.3 Control of parties involved in the service lifecycle
8.2.4 Service catalogue management
8.2.5 Asset management
28 8.2.6 Configuration management
8.3 Relationship and agreement
8.3.1 General
29 8.3.2 Business relationship management
8.3.3 Service level management
30 8.3.4 Supplier management
31 8.4 Supply and demand
8.4.1 Budgeting and accounting for services
8.4.2 Demand management
8.4.3 Capacity management
8.5 Service design, build and transition
8.5.1 Change management
33 8.5.2 Service design and transition
34 8.5.3 Release and deployment management
8.6 Resolution and fulfilment
8.6.1 Incident management
8.6.2 Service request management
35 8.6.3 Problem management
8.7 Service assurance
8.7.1 Service availability management
8.7.2 Service continuity management
36 8.7.3 Information security management
37 9 Performance evaluation
9.1 Monitoring, measurement, analysis and evaluation
9.2 Internal audit
38 9.3 Management review
9.4 Service reporting
39 10 Improvement
10.1 Nonconformity and corrective action
10.2 Continual improvement
41 Bibliography

Related products

BS ISO/IEC 20000-1:2018
$141.12