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  • ISO/IEC TR 20000-5:2013

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    Withdrawn A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.
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    Information technology Service management Part 5: Exemplar implementation plan for ISO/IEC 20000-1

    Available format(s):  Hardcopy, PDF, PDF 3 Users, PDF 5 Users, PDF 9 Users

    Withdrawn date:  14-01-2022

    Language(s):  English

    Published date:  30-10-2013

    Publisher:  International Organization for Standardization

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    Abstract - (Show below) - (Hide below)

    ISO/IEC TR 20000-5:2013 is an exemplar implementation plan providing guidance on how to implement a service management system (SMS) to fulfil the requirements of ISO/IEC 20000-1:2011. The intended users of ISO/IEC TR 20000-5:2013 are service providers, but it can also be useful for those advising service providers on how to implement an SMS.

    ISO/IEC TR 20000-5:2013 includes advice for service providers on a suitable order in which to plan, implement and improve an SMS using, as an example, a generic three-phased approach to manage the implementation. The service provider can choose their own sequence to implement the SMS. Also included is advice on the development of a business case, the project initiation and other activities that are recommended for the implementation to be successful.

    The phases described in ISO/IEC TR 20000-5:2013 do not include changes to the intended scope of the service provider's SMS. The scope itself is not subject to phased changes as a result of adopting the advice in ISO/IEC TR 20000-5:2013. Instead, each phase should improve the SMS in alignment with the service provider's agreed scope, building on the results of the previous phase.

    The main activities for the development of the business case and initiation of the implementation project are shown. The main activities to implement the SMS based on ISO/IEC 20000-1:2011, in three phases, are listed. Many of the activities described in ISO/IEC TR 20000-5:2013 are intended to be met by actions over more than one phase, with each phase building upon the achievements of the earlier phase. Once the final phase is completed, the service provider's organization can achieve the benefits of an SMS that meets the requirements in ISO/IEC 20000-1:2011. Supporting information for the SMS implementation project is also provided.

    Examples of policies to illustrate what a service provider can want to put in place are provided. Because policies depend on the organization and the strategy of the service provider, these example policies can be tailored to suit the organizational requirement.

    Guidance on documentation management is provided, and templates are included for some of the documents specified in ISO/IEC 20000-1:2011 that can be amended to suit individual circumstances.

    General Product Information - (Show below) - (Hide below)

    Document Type Standard
    Publisher International Organization for Standardization
    Status Withdrawn
    Superseded By
    Supersedes

    Standards Referenced By This Book - (Show below) - (Hide below)

    PD ISO/IEC TR 90006:2013 Information technology. Guidelines for the application of ISO 9001:2008 to IT service management and its integration with ISO/IEC 20000-1:2011
    PD ISO/IEC TR 20000-11:2015 Information technology. Service management Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: ITIL®
    CSA ISO/IEC 20000-1 :2013 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS
    UNE-ISO/IEC 20000-1:2011 Information technology. Service management. Part 1: Service Management System requirements
    TR 101 552 : 1.0.0 GUIDANCE FOR THE APPLICATION OF CONFORMITY ASSESSMENT TO ACCESSIBILITY REQUIREMENTS FOR PUBLIC PROCUREMENT OF ICT PRODUCTS AND SERVICES IN EUROPE
    15/30299325 DC : 0 BS ISO/IEC 27013 - INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDANCE ON THE INTEGRATED IMPLEMENTATION OF ISO/IEC 27001 AND ISO/IEC 20000-1
    10/30184538 DC : 0 BS ISO/IEC 20000-2 - INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 2: GUIDANCE ON THE APPLICATION OF SERVICE MANAGEMENT SYSTEMS
    ISO/IEC TR 20000-11:2015 Information technology Service management Part 11: Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: ITIL
    CAN/CSA-ISO/IEC 27013:16 Information technology - Security techniques - Guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 20000-1 (Adopted ISO/IEC 27013:2015, second edition, 2015-12-01)
    BS ISO/IEC 20000-6:2017 Information technology. Service management Requirements for bodies providing audit and certification of service management systems
    CSA ISO/IEC 20000-1 : 2013 : R2017 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS
    ISO/IEC/IEEE 15289:2017 Systems and software engineering Content of life-cycle information items (documentation)
    BS ISO/IEC/IEEE 15289:2011 Systems and software engineering. Content of life-cycle information products (documentation)
    BS ISO/IEC/IEEE 15289:2019 Systems and software engineering. Content of life-cycle information items (documentation)
    S.R. CEN/CLC/ETSI/TR 101 552:2014 GUIDANCE FOR THE APPLICATION OF CONFORMITY ASSESSMENT TO ACCESSIBILITY REQUIREMENTS FOR PUBLIC PROCUREMENT OF ICT PRODUCTS AND SERVICES IN EUROPE
    ISO/IEC 27013:2015 Information technology Security techniques Guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 20000-1
    UNE-ISO/IEC 20000-2:2015 Information technology. Service management. Part 2: Guidance on the application of service management systems
    PD ISO/IEC TR 20000-12:2016 Information technology. Service management Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: CMMI-SVC®
    BS ISO/IEC 20000-2:2012 Information technology. Service management Guidance on the application of service management systems
    UNE-ISO/IEC 20000-3:2015 Information technology. Service management. Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1
    PD ISO/IEC TR 20000-9:2015 Information technology. Service management Guidance on the application of ISO/IEC 20000-1 to cloud services
    12/30257208 DC : DRAFT FEB 2012 BS ISO/IEC 20000-3 - INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 3: GUIDANCE ON SCOPE DEFINITION AND APPLICABILITY OF ISO/IEC 20000-1
    CSA ISO/IEC 20000-2 : 2013 : R2017 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 2: GUIDANCE ON THE APPLICATION OF SERVICE MANAGEMENT SYSTEMS
    ISO/IEC TR 20000-10:2015 Information technology Service management Part 10: Concepts and terminology
    ISO/IEC TR 90006:2013 Information technology Guidelines for the application of ISO 9001:2008 to IT service management and its integration with ISO/IEC 20000-1:2011
    ISO/IEC TS 15504-8:2012 Information technology Process assessment Part 8: An exemplar process assessment model for IT service management
    UNE 71020:2013 Incremental conformity model based on UNE-ISO/IEC 20000-1
    IEEE 20000-2-2013 IEEE Standard -- Adoption of ISO/IEC 20000-2:2012, Information technology -- Service management -- Part 2: Guidance on the application of service management systems
    CSA ISO/IEC 20000-2:2013 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 2: GUIDANCE ON THE APPLICATION OF SERVICE MANAGEMENT SYSTEMS
    ISO/IEC 20000-1:2011 Information technology Service management Part 1: Service management system requirements
    ISO/IEC 20000-3:2012 Information technology Service management Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1
    ISO/IEC 20000-2:2012 Information technology Service management Part 2: Guidance on the application of service management systems
    INCITS/ISO/IEC 27013 : 2014 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDANCE ON THE INTEGRATED IMPLEMENTATION OF ISO/IEC 27001 AND ISO/IEC 20000-1
    CEI UNI ISO/IEC 20000-1 : 2012 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS
    PD ISO/IEC TR 20000-10:2015 Information technology. Service management Concepts and terminology
    UNI CEI ISO/IEC 20000-1 : 2012 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS
    ISO/IEC TR 20000-12:2016 Information technology Service management Part 12: Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: CMMI-SVC
    11/30207802 DC : 0 BS ISO/IEC 27013 - INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDELINES ON THE INTEGRATED IMPLEMENTATION OF ISO/IEC 27001 AND ISO/IEC 20000-1
    13/30277600 DC : 0 BS ISO 37500 - GUIDANCE ON OUTSOURCING
    BS ISO/IEC 27013:2015 Information technology. Security techniques. Guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 20000-1
    CAN/CSA-ISO/IEC TR 20000-12:18 Information technology — Service management — Part 12: Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: CMMI-SVC (Adopted ISO/IEC TR 20000-12:2016, first edition, 2016-10-01)
    BS ISO/IEC 20000-1:2011 Information technology. Service management Service management system requirements
    BS ISO/IEC 20000-3:2012 Information technology. Service management Guidance on scope definition and applicability of ISO/IEC 20000-1
    ISO/IEC TR 20000-9:2015 Information technology Service management Part 9: Guidance on the application of ISO/IEC 20000-1 to cloud services

    Standards Referencing This Book - (Show below) - (Hide below)

    ISO/IEC 17000:2004 Conformity assessment Vocabulary and general principles
    ISO 19011:2011 Guidelines for auditing management systems
    AS/NZS ISO/IEC 20000.6:2019 Information technology - Service management Requirements for bodies providing audit and certification of service management systems
    ISO/IEC 17050-1:2004 Conformity assessment Supplier's declaration of conformity Part 1: General requirements
    ISO/IEC 27001:2013 Information technology — Security techniques — Information security management systems — Requirements
    ISO/IEC 15504-5:2012 Information technology Process assessment Part 5: An exemplar software life cycle process assessment model
    ISO/IEC 17021:2011 Conformity assessment Requirements for bodies providing audit and certification of management systems
    ISO/IEC 15504-4:2004 Information technology Process assessment Part 4: Guidance on use for process improvement and process capability determination
    AS/NZS ISO/IEC 20000.3:2020 Information technology - Service management Guidance on scope definition and applicability of AS/NZS ISO/IEC 20000.1
    AS/NZS ISO/IEC 20000.1:2019 Information technology - Service management Service management system requirements
    ISO/IEC 27002:2013 Information technology Security techniques Code of practice for information security controls
    ISO/IEC 17011:2004 Conformity assessment General requirements for accreditation bodies accrediting conformity assessment bodies
    ISO/IEC TR 20000-4:2010 Information technology Service management Part 4: Process reference model
    ISO/IEC 15504-2:2003 Information technology Process assessment Part 2: Performing an assessment
    ISO/IEC 20000-1:2011 Information technology Service management Part 1: Service management system requirements
    ISO/IEC 20000-2:2012 Information technology Service management Part 2: Guidance on the application of service management systems
    ISO/IEC 20000-3:2012 Information technology Service management Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1
    ISO/IEC 17050-2:2004 Conformity assessment Supplier's declaration of conformity Part 2: Supporting documentation
    ISO 9001:2015 Quality management systems — Requirements
    ISO/IEC TS 15504-8:2012 Information technology Process assessment Part 8: An exemplar process assessment model for IT service management
    ISO/IEC 27013:2015 Information technology Security techniques Guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 20000-1
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