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BS ISO/IEC 20000-2:2019 – TC

BS ISO/IEC 20000-2:2019 – TC

$280.87

Tracked Changes. Information technology. Service management – Guidance on the application of service management systems

Published By Publication Date Number of Pages
BSI 2019 248
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PDF Catalog

PDF Pages PDF Title
9 Foreword
10 Foreword
11 Introduction
12 Figure 1 — PDCA methodology applied to service management
14 Introduction
16 Figure 2 — Service management system
17 1.2 Application
18 1.1 General
19 1.2 Application
1.3 Structure
20 4 Service management system general requirements
4.1 Management responsibility
4.1.1 Management commitment
21 4.1.1.2 Evidence of top management commitment
22 4.1.1.3 Top management communications
23 4.1.1.4 Service management objectives
4.1.1.5 Service management plan
25 4.1.1.6 Resources to support the service management plan
4.1.1.7 Contents of the service requirements
26 4.1.1.8 The role of top management in agreeing and meeting service requirements
4.1.1.9 Service provider’s needs
27 4.1.1.10 Conflicting requirements
4.1.1.11 Risks to the service
28 4.1.2 Service management policy
29 4.1.2.2 Improvements and other changes to the policy
4.1.3 Authority, responsibility and communication
4.1.3.2 Communication procedures
30 4.1.4 Management representative
31 4.1.4.2 Responsibilities
4.1.4.3 Asset management
32 4.1.4.4 Reporting by the management representative
4.2 Governance of processes operated by other parties
4.2.1 Guidance on processes operated by other parties
4.2.2 Other parties
33 4.2.3 Demonstration of accountability and authority
4.2.4 Process performance and compliance
34 4.2.5 Determining process performance and compliance
4.2.6 Controlling the planning and prioritization of process improvements
35 4.3 Documentation management
4.3.1 Establish and maintain documents
4.3.1.2 Production of documents, including records
36 4.3.2 Control of documents
37 4.3.3 Control of records
4.4 Resource management
4.4.1 Provision of resources
4.4.1.2 Approval of resources
38 4.4.2 Human resources
4.4.2.2 Competence, skills, training and experience
39 4.5 Establish and improve the SMS
4.5.1 Define scope
40 4.5.2 Plan the SMS (Plan)
41 4.5.2.2 Alignment of planning and agreements
4.5.2.3 Management roles, authorities and responsibilities
4.5.2.4 Process interfaces
42 4.5.3 Implement and operate the SMS (Do)
4.5.4 Monitor and review the SMS (Check)
43 4.5.4.2 Internal audit
44 4.5.4.3 Management review
4.5.5 Maintain and Improve the SMS (Act)
4.5.5.2 Management of improvements
45 4.1 Understanding the organization and its context
4.1.1 Required activities
4.1.2 Explanation
46 4.1.3 Other information
4.2 Understanding the needs and expectations of interested parties
4.2.1 Required activities
4.2.2 Explanation
4.2.3 Other information
47 4.3 Determining the scope of the service management system
4.3.1 Required activities
4.3.2 Explanation
4.3.3 Other information
4.4 Service management system
4.4.1 Required activities
4.4.2 Explanation
48 4.4.3 Other information
5 Design and transition of new or changed services
5.1 General
5.1.1 Intent of the requirements
5.1.2 Concepts
49 5.1.3 Explanation of requirements
5.2 Plan new or changed services
5.2.1 The need for new or changed services
5.2.2 Changes with major impact on service or customer
5.2.3 Policy on changes with major impact
50 5.2.4 Managing change as a project
51 5.2.5 Contributions from other parties
5.2.6 Risk Assessment
5.2.7 Service acceptance criteria
5.2.8 Service removal
52 5.3 Design and development of new or changed services
5.3.1 Activities performed by the service provider, customer and other parties
53 5.3.2 Risk management
5.3.3 Service Design Activities
54 5.3.3.2 Design and develop services
55 5.4 Transition of new or changed services
56 5.5 Documents and records
5.6 Authorities and responsibilities
57 5.1 Leadership and commitment
5.1.1 Required activities
5.1.2 Explanation
58 5.1.3 Other information
5.2 Policy
5.2.1 Required activities
5.2.2 Explanation
59 5.2.3 Other information
5.3 Organizational roles, responsibilities, and authorities
5.3.1 Required activities
60 5.3.2 Explanation
5.3.3 Other information
61 6 Service delivery processes
6.1 Service level management
6.1.1 Intent of the requirements
6.1.2 Concepts
6.1.3 Explanation of requirements
62 6.1.3.2 Catalogue of services
6.1.3.3 Service level agreements
64 6.1.3.4 Managing the catalogue of services and service delivery
65 6.1.3.5 Managing other parties
6.1.4 Documents and records
66 6.1.5 Authorities and responsibilities
6.2 Service reporting
6.2.1 Intent of the requirements
6.2.2 Concepts
6.2.3 Explanation of requirements
67 6.2.4 Authorities and responsibilities
6.3 Service continuity and availability management
6.3.1 Intent of the requirements
6.3.2 Concepts
68 6.3.3 Explanation of requirements
6.3.3.2 Service continuity policy
69 6.3.3.3 Service continuity and availability plans
70 6.3.4 Service continuity and availability monitoring and testing
71 6.3.4.2 Availability monitoring and testing
6.3.4.3 Management of risk to availability
72 6.3.4.4 Review after invocation of a service continuity plan
6.3.5 Documents and records
73 6.3.6 Authorities and responsibilities
6.4 Budgeting and accounting for services
6.4.1 Intent of the requirements
74 6.4.2 Concepts
6.4.3 Explanation of requirements
6.4.3.2 Cost types
75 6.4.3.3 Apportioning overheads and allocation of direct costs
6.4.3.4 Budgeting
6.4.3.5 Accounting
76 6.4.3.6 Charging
6.4.4 Documents and records
6.4.5 Authorities and responsibilities
77 6.5 Capacity management
6.5.1 Intent of the requirements
6.5.2 Concepts
6.5.3 Explanation of requirements
79 6.5.3.2 Capacity plan
6.5.4 Documents and records
80 6.5.5 Authorities and responsibilities
6.6 Information security management
6.6.1 Intent of the requirements
6.6.2 Concepts
6.6.3 Explanation of requirements
81 6.6.3.2 Information security controls
6.6.3.3 Risk assessment
82 6.6.3.4 Managing information security risks
83 6.6.3.5 Information security changes and incidents
6.6.4 Documents and records
6.6.5 Authorities and responsibilities
84 6.1 Actions to address risks and opportunities
6.1.1 Required activities
6.1.2 Explanation
85 6.1.3 Other information
6.2 Service management objectives and planning to achieve them
6.2.1 Required activities
6.2.2 Explanation
6.2.3 Other information
86 6.3 Plan the service management system
6.3.1 Required activities
6.3.2 Explanation
87 6.3.3 Other information
7 Relationship processes
7.1 Business relationship management
7.1.1 Intent of the requirements
7.1.2 Concepts
88 7.1.3 Explanation of the requirements
89 7.1.3.2 Customer service management reviews
7.1.3.3 Customer satisfaction
90 7.1.4 Documents and records
7.1.5 Authorities and responsibilities
91 7.2 Supplier management
7.2.1 Intent of the requirements
7.2.2 Concepts
7.2.3 Explanation of requirements
92 7.2.3.2 Supplier details
93 7.2.3.3 Managing sub-contracted suppliers
Figure 3 — Example of relationship with lead suppliers and sub-contracted suppliers
7.2.3.5 Contract termination
7.2.4 Documents and records
94 7.2.5 Authorities and responsibilities
7.1 Resources
7.1.1 Required activities
7.1.2 Explanation
95 7.1.3 Other information
7.2 Competence
7.2.1 Required activities
7.2.2 Explanation
96 7.2.3 Other information
7.3 Awareness
7.3.1 Required activities
7.3.2 Explanation
7.3.3 Other information
97 7.4 Communication
7.4.1 Required activities
7.4.2 Explanation
7.4.3 Other information
98 7.5 Documented information
7.5.1 General
7.5.2 Creating and updating documented information
99 7.5.3 Control of documented information
100 7.5.4 Service management system documented information
101 7.6 Knowledge
7.6.1 Required activities
7.6.2 Explanation
102 7.6.3 Other information
8 Resolution processes
8.1 Incident and service request management
8.1.1 Intent of the requirements
8.1.2 Concepts
103 8.1.3 Explanation of requirements
Table 1 — Example matrix of incident resolution target times based on priorities
8.1.3.2 Incident and service request lifecycle and use of data
104 8.1.4 Major incident procedure
8.1.5 Documents and records
105 8.1.6 Authorities and responsibilities
8.2 Problem management
8.2.1 Intent of the requirements
8.2.2 Concepts
106 8.2.3 Explanation of requirements
108 8.2.4 Documents and records
8.2.5 Authorities and responsibilities
109 8.1 Operational planning and control
8.1.1 Required activities
8.1.2 Explanation
8.1.3 Other information
110 8.2 Service portfolio
8.2.1 Service delivery
8.2.2 Plan the services
111 8.2.3 Control of parties involved in the service lifecycle
113 8.2.4 Service catalogue management
115 8.2.5 Asset management
8.2.6 Configuration management
117 8.3 Relationship and agreement
8.3.1 General
118 8.3.2 Business relationship management
119 8.3.3 Service level management
121 8.3.4 Supplier management
123 8.4 Supply and demand
8.4.1 Budgeting and accounting for services
124 8.4.2 Demand management
125 8.4.3 Capacity management
126 8.5 Service design, build and transition
8.5.1 Change management
129 8.5.2 Service design and transition
132 8.5.3 Release and deployment management
134 8.6 Resolution and fulfilment
8.6.1 Incident management
135 8.6.2 Service request management
136 8.6.3 Problem management
137 8.7 Service assurance
8.7.1 Service availability management
138 8.7.2 Service continuity management
139 8.7.3 Information security management
141 9 Control processes
9.1 Configuration management
9.1.1 Intent of the requirements
9.1.2 Concepts
9.1.3 Explanation of requirements
142 9.1.3.2 Resources and capability
9.1.3.3 Identification and definition of CIs
143 9.1.3.4 Types of CIs
9.1.3.5 Maintenance of CIs
144 9.1.4 Documents and records
145 9.1.5 Authorities and responsibilities
9.2 Change management
9.2.1 Intent of the requirements
9.2.2 Concepts
146 9.2.3 Explanation of requirements
9.2.3.2 Planning and implementation
147 9.2.3.3 Reviewing the request for change
9.2.3.4 Emergency changes
148 9.2.4 Documents and records
9.2.5 Authorities and responsibilities
9.3 Release and deployment management
9.3.1 Intent of the requirements
149 9.3.2 Concepts
9.3.3 Explanation of requirements
150 9.3.3.2 Release and deployment planning
151 9.3.3.3 Release and deployment practices
152 9.3.3.4 Testing of releases
9.3.3.5 Deployment activities and procedures
9.3.4 Documents and records
153 9.3.5 Authorities and responsibilities
9.1 Monitoring, measurement, analysis, and evaluation
9.1.1 Required activities
9.1.2 Explanation
154 9.1.3 Other information
9.2 Internal audit
9.2.1 Required activities
9.2.2 Explanation
155 9.2.3 Other information
9.3 Management review
9.3.1 Required activities
9.3.2 Explanation
9.3.3 Other information
156 9.4 Service reporting
9.4.1 Required activities
9.4.2 Explanation
9.4.3 Other information
157 10.1 Nonconformity and corrective action
10.1.1 Required activities
10.1.2 Explanation
10.1.3 Other information
10.2 Continual improvement
10.2.1 Required activities
10.2.2 Explanation
158 10.2.3 Other information
159 Annex A
Interfaces between processes and integration of processes with SMS
Table A.1 — Interfaces and integration for design and transition of new or changed services
161 Table A.5 — Interfaces and integration for budgeting and accounting for services
162 Table A.7 — Interfaces and integration for ISM
164 Table A.11 — Interfaces and integration for problem management
Table A.12 — Interfaces and integration for configuration management
165 Table A.14 — Interfaces and integration for release and deployment management
171 Bibliography
173 Bibliography
176 undefined
182 Foreword
183 Introduction
185 1 Scope
1.1 General
186 1.2 Application
1.3 Structure
187 2 Normative references
3 Terms and definitions
4 Context of the organization
4.1 Understanding the organization and its context
4.1.1 Required activities
4.1.2 Explanation
188 4.1.3 Other information
4.2 Understanding the needs and expectations of interested parties
4.2.1 Required activities
4.2.2 Explanation
4.2.3 Other information
189 4.3 Determining the scope of the service management system
4.3.1 Required activities
4.3.2 Explanation
4.3.3 Other information
4.4 Service management system
4.4.1 Required activities
4.4.2 Explanation
190 4.4.3 Other information
5 Leadership
5.1 Leadership and commitment
5.1.1 Required activities
5.1.2 Explanation
191 5.1.3 Other information
192 5.2 Policy
5.2.1 Required activities
5.2.2 Explanation
193 5.2.3 Other information
5.3 Organizational roles, responsibilities, and authorities
5.3.1 Required activities
5.3.2 Explanation
5.3.3 Other information
194 6 Planning
6.1 Actions to address risks and opportunities
6.1.1 Required activities
6.1.2 Explanation
195 6.1.3 Other information
6.2 Service management objectives and planning to achieve them
6.2.1 Required activities
6.2.2 Explanation
6.2.3 Other information
196 6.3 Plan the service management system
6.3.1 Required activities
6.3.2 Explanation
197 6.3.3 Other information
7 Support of the service management system
7.1 Resources
7.1.1 Required activities
7.1.2 Explanation
198 7.1.3 Other information
7.2 Competence
7.2.1 Required activities
7.2.2 Explanation
199 7.2.3 Other information
7.3 Awareness
7.3.1 Required activities
7.3.2 Explanation
7.3.3 Other information
200 7.4 Communication
7.4.1 Required activities
7.4.2 Explanation
7.4.3 Other information
201 7.5 Documented information
7.5.1 General
7.5.2 Creating and updating documented information
202 7.5.3 Control of documented information
203 7.5.4 Service management system documented information
204 7.6 Knowledge
7.6.1 Required activities
7.6.2 Explanation
205 7.6.3 Other information
8 Operation of the service management system
8.1 Operational planning and control
8.1.1 Required activities
8.1.2 Explanation
206 8.1.3 Other information
8.2 Service portfolio
8.2.1 Service delivery
207 8.2.2 Plan the services
208 8.2.3 Control of parties involved in the service lifecycle
209 8.2.4 Service catalogue management
211 8.2.5 Asset management
212 8.2.6 Configuration management
213 8.3 Relationship and agreement
8.3.1 General
214 8.3.2 Business relationship management
216 8.3.3 Service level management
217 8.3.4 Supplier management
219 8.4 Supply and demand
8.4.1 Budgeting and accounting for services
220 8.4.2 Demand management
221 8.4.3 Capacity management
222 8.5 Service design, build and transition
8.5.1 Change management
225 8.5.2 Service design and transition
228 8.5.3 Release and deployment management
230 8.6 Resolution and fulfilment
8.6.1 Incident management
231 8.6.2 Service request management
232 8.6.3 Problem management
233 8.7 Service assurance
8.7.1 Service availability management
234 8.7.2 Service continuity management
235 8.7.3 Information security management
237 9 Performance evaluation
9.1 Monitoring, measurement, analysis, and evaluation
9.1.1 Required activities
9.1.2 Explanation
9.1.3 Other information
9.2 Internal audit
9.2.1 Required activities
9.2.2 Explanation
238 9.2.3 Other information
9.3 Management review
9.3.1 Required activities
9.3.2 Explanation
239 9.3.3 Other information
9.4 Service reporting
9.4.1 Required activities
9.4.2 Explanation
9.4.3 Other information
240 10 Improvement
10.1 Nonconformity and corrective action
10.1.1 Required activities
10.1.2 Explanation
10.1.3 Other information
10.2 Continual improvement
10.2.1 Required activities
241 10.2.2 Explanation
10.2.3 Other information
242 Annex A (informative) Mandatory documented information in ISO/IEC 20000-1:2018
247 Bibliography

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BS ISO/IEC 20000-2:2019 - TC
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