02/683007 DC : DRAFT FEB 2002

Foreword
1 Introduction
   1.1 Why do we need a part 2?
   1.2 BS I concordat with OGC and itSMF
2 An introduction to service management
   2.1 Background
   2.2 Scope of service management
3 Glossary of Terms
   3.1 Audit:
   3.2 Availability
   3.3 Baselining
   3.4 Change management
   3.5 Change record
   3.6 Charging
   3.7 Classification
   3.8 Configuration Baseline
   3.9 Configuration item
   3.10 Configuration management
   3.11 Configuration management database (CMDB)
   3.12 Cost
   3.13 Customer
   3.14 First time fix rate
   3.15 Help desk
   3.16 Impact
   3.17 Incident
   3.18 Knowledge base
   3.19 Known error
   3.20 Operation level agreement
   3.21 Priority
   3.22 Problem
   3.23 Problem management
   3.24 Process
   3.25 Remote fixes
   3.26 Request for change
   3.27 Senior responsible owner
   3.28 Service catalogue
   3.29 Service desk
   3.30 Service improvement project
   3.31 Service level agreement (SLA)
   3.32 Service level management
   3.33 Service level target
   3.34 Service management
   3.35 Service provider
   3.36 Service quality plan
   3.37 Supplier
   3.38 Target
   3.39 Third party suppliers (also 3rd party suppliers)
   3.40 Underpinning contract
   3.41 Urgency
   3.42 Workaround
4 General
   4.1 Planning and managing service delivery
   4.2 Service improvement
   4.3 Competence, awareness and training
   4.4 Audit evidence
   4.5 Demonstrating conformity
5 Service Delivery Processes
   5.1 Service level management
   5.2 Availability management
   5.3 Service continuity
   5.4 Service reporting
   5.5 Financial management
   5.6 Capacity management
   5.7 Information security management
6 Relationship processes
   6.1 Background
   6.2 Business relationship management
   6.3 Supplier management
7 Resolution Processes
   7.1 Background
   7.2 Incident management
   7.3 Problem management
8 Control Processes
   8.1 Configuration management
   8.2 Change management
9 Release management processes
   9.1 Implementation of new or changed service
Annex A Auditing Overview
10 Introduction
   10.1 Scoping
   10.2 Care in defining and maintaining the scope
        statement
   10.3 Who can gain certification?
   10.4 Auditing