{"id":356868,"date":"2024-10-20T01:14:20","date_gmt":"2024-10-20T01:14:20","guid":{"rendered":"https:\/\/pdfstandards.shop\/product\/uncategorized\/bs-iso-iec-20000-22019\/"},"modified":"2024-10-26T01:39:15","modified_gmt":"2024-10-26T01:39:15","slug":"bs-iso-iec-20000-22019","status":"publish","type":"product","link":"https:\/\/pdfstandards.shop\/product\/publishers\/bsi\/bs-iso-iec-20000-22019\/","title":{"rendered":"BS ISO\/IEC 20000-2:2019"},"content":{"rendered":"

PDF Catalog<\/h4>\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
PDF Pages<\/th>\nPDF Title<\/th>\n<\/tr>\n
2<\/td>\nNational foreword <\/td>\n<\/tr>\n
8<\/td>\nForeword <\/td>\n<\/tr>\n
9<\/td>\nIntroduction <\/td>\n<\/tr>\n
11<\/td>\n1 Scope
1.1 General <\/td>\n<\/tr>\n
12<\/td>\n1.2 Application
1.3 Structure <\/td>\n<\/tr>\n
13<\/td>\n2 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 <\/td>\n<\/tr>\n
14<\/td>\n4.1.3 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 <\/td>\n<\/tr>\n
15<\/td>\n4.3 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 <\/td>\n<\/tr>\n
16<\/td>\n4.4.3 Other information
5 Leadership
5.1 Leadership and commitment
5.1.1 Required activities
5.1.2 Explanation <\/td>\n<\/tr>\n
17<\/td>\n5.1.3 Other information <\/td>\n<\/tr>\n
18<\/td>\n5.2 Policy
5.2.1 Required activities
5.2.2 Explanation <\/td>\n<\/tr>\n
19<\/td>\n5.2.3 Other information
5.3 Organizational roles, responsibilities, and authorities
5.3.1 Required activities
5.3.2 Explanation
5.3.3 Other information <\/td>\n<\/tr>\n
20<\/td>\n6 Planning
6.1 Actions to address risks and opportunities
6.1.1 Required activities
6.1.2 Explanation <\/td>\n<\/tr>\n
21<\/td>\n6.1.3 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 <\/td>\n<\/tr>\n
22<\/td>\n6.3 Plan the service management system
6.3.1 Required activities
6.3.2 Explanation <\/td>\n<\/tr>\n
23<\/td>\n6.3.3 Other information
7 Support of the service management system
7.1 Resources
7.1.1 Required activities
7.1.2 Explanation <\/td>\n<\/tr>\n
24<\/td>\n7.1.3 Other information
7.2 Competence
7.2.1 Required activities
7.2.2 Explanation <\/td>\n<\/tr>\n
25<\/td>\n7.2.3 Other information
7.3 Awareness
7.3.1 Required activities
7.3.2 Explanation
7.3.3 Other information <\/td>\n<\/tr>\n
26<\/td>\n7.4 Communication
7.4.1 Required activities
7.4.2 Explanation
7.4.3 Other information <\/td>\n<\/tr>\n
27<\/td>\n7.5 Documented information
7.5.1 General
7.5.2 Creating and updating documented information <\/td>\n<\/tr>\n
28<\/td>\n7.5.3 Control of documented information <\/td>\n<\/tr>\n
29<\/td>\n7.5.4 Service management system documented information <\/td>\n<\/tr>\n
30<\/td>\n7.6 Knowledge
7.6.1 Required activities
7.6.2 Explanation <\/td>\n<\/tr>\n
31<\/td>\n7.6.3 Other information
8 Operation of the service management system
8.1 Operational planning and control
8.1.1 Required activities
8.1.2 Explanation <\/td>\n<\/tr>\n
32<\/td>\n8.1.3 Other information
8.2 Service portfolio
8.2.1 Service delivery <\/td>\n<\/tr>\n
33<\/td>\n8.2.2 Plan the services <\/td>\n<\/tr>\n
34<\/td>\n8.2.3 Control of parties involved in the service lifecycle <\/td>\n<\/tr>\n
35<\/td>\n8.2.4 Service catalogue management <\/td>\n<\/tr>\n
37<\/td>\n8.2.5 Asset management <\/td>\n<\/tr>\n
38<\/td>\n8.2.6 Configuration management <\/td>\n<\/tr>\n
39<\/td>\n8.3 Relationship and agreement
8.3.1 General <\/td>\n<\/tr>\n
40<\/td>\n8.3.2 Business relationship management <\/td>\n<\/tr>\n
42<\/td>\n8.3.3 Service level management <\/td>\n<\/tr>\n
43<\/td>\n8.3.4 Supplier management <\/td>\n<\/tr>\n
45<\/td>\n8.4 Supply and demand
8.4.1 Budgeting and accounting for services <\/td>\n<\/tr>\n
46<\/td>\n8.4.2 Demand management <\/td>\n<\/tr>\n
47<\/td>\n8.4.3 Capacity management <\/td>\n<\/tr>\n
48<\/td>\n8.5 Service design, build and transition
8.5.1 Change management <\/td>\n<\/tr>\n
51<\/td>\n8.5.2 Service design and transition <\/td>\n<\/tr>\n
54<\/td>\n8.5.3 Release and deployment management <\/td>\n<\/tr>\n
56<\/td>\n8.6 Resolution and fulfilment
8.6.1 Incident management <\/td>\n<\/tr>\n
57<\/td>\n8.6.2 Service request management <\/td>\n<\/tr>\n
58<\/td>\n8.6.3 Problem management <\/td>\n<\/tr>\n
59<\/td>\n8.7 Service assurance
8.7.1 Service availability management <\/td>\n<\/tr>\n
60<\/td>\n8.7.2 Service continuity management <\/td>\n<\/tr>\n
61<\/td>\n8.7.3 Information security management <\/td>\n<\/tr>\n
63<\/td>\n9 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 <\/td>\n<\/tr>\n
64<\/td>\n9.2.3 Other information
9.3 Management review
9.3.1 Required activities
9.3.2 Explanation <\/td>\n<\/tr>\n
65<\/td>\n9.3.3 Other information
9.4 Service reporting
9.4.1 Required activities
9.4.2 Explanation
9.4.3 Other information <\/td>\n<\/tr>\n
66<\/td>\n10 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 <\/td>\n<\/tr>\n
67<\/td>\n10.2.2 Explanation
10.2.3 Other information <\/td>\n<\/tr>\n
68<\/td>\nAnnex\u00a0A (informative) Mandatory documented information in ISO\/IEC\u00a020000-1:2018 <\/td>\n<\/tr>\n
73<\/td>\nBibliography <\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":"

Information technology. Service management – Guidance on the application of service management systems<\/b><\/p>\n\n\n\n\n
Published By<\/td>\nPublication Date<\/td>\nNumber of Pages<\/td>\n<\/tr>\n
BSI<\/b><\/a><\/td>\n2019<\/td>\n74<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"featured_media":356877,"template":"","meta":{"rank_math_lock_modified_date":false,"ep_exclude_from_search":false},"product_cat":[81,2641],"product_tag":[],"class_list":{"0":"post-356868","1":"product","2":"type-product","3":"status-publish","4":"has-post-thumbnail","6":"product_cat-03-080-99","7":"product_cat-bsi","9":"first","10":"instock","11":"sold-individually","12":"shipping-taxable","13":"purchasable","14":"product-type-simple"},"_links":{"self":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product\/356868","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product"}],"about":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/types\/product"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/media\/356877"}],"wp:attachment":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/media?parent=356868"}],"wp:term":[{"taxonomy":"product_cat","embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product_cat?post=356868"},{"taxonomy":"product_tag","embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product_tag?post=356868"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}