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  • 10/30184538 DC : 0

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    BS ISO/IEC 20000-2 - INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 2: GUIDANCE ON THE APPLICATION OF SERVICE MANAGEMENT SYSTEMS

    Available format(s):  Hardcopy, PDF

    Superseded date:  31-03-2012

    Language(s):  English

    Published date: 

    Publisher:  British Standards Institution

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    Table of Contents - (Show below) - (Hide below)

    Foreword
    Introduction
    1 Scope
    2 Normative references
    3 Terms and definitions
    4 Service management system general requirements
    5 Design and transition of new or changed services
    6 Service delivery processes
    7 Relationship processes
    8 Resolution processes
    9 Control processes
    Annex A (informative) - Roles for ISO/IEC 20000
    Bibliography

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

    Comment Closes On
    Committee IST/15/-/8
    Document Type Draft
    Publisher British Standards Institution
    Status Superseded
    Superseded By

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

    ISO/IEC TR 20000-5:2013 Information technology Service management Part 5: Exemplar implementation plan for ISO/IEC 20000-1
    ISO 19011:2011 Guidelines for auditing management systems
    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 15504-3:2004 Information technology Process assessment Part 3: Guidance on performing an assessment
    ISO/IEC 15504-4:2004 Information technology Process assessment Part 4: Guidance on use for process improvement and process capability determination
    ISO/IEC 27002:2013 Information technology Security techniques Code of practice for information security controls
    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 19770-1:2012 Information technology Software asset management Part 1: Processes and tiered assessment of conformance
    ISO/IEC 20000-1:2011 Information technology Service management Part 1: Service management system requirements
    ISO/IEC 15288:2008 Systems and software engineering System life cycle processes
    ISO/IEC TR 20000-3:2009 Information technology — Service management — Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1
    ISO 10002:2014 Quality management Customer satisfaction Guidelines for complaints handling in organizations
    ISO 9004:2009 Managing for the sustained success of an organization A quality management approach
    ISO/IEC 12207:2008 Systems and software engineering Software life cycle processes
    ISO 9001:2015 Quality management systems — Requirements
    ISO/IEC TR 15271:1998 Information technology Guide for ISO/IEC 12207 (Software Life Cycle Processes)
    ISO 9000:2015 Quality management systems — Fundamentals and vocabulary
    ISO/IEC TR 19760:2003 Systems engineering A guide for the application of ISO/IEC 15288 (System life cycle processes)
    ISO/IEC 90003:2014 Software engineering Guidelines for the application of ISO 9001:2008 to computer software
    ISO/IEC 15504-1:2004 Information technology Process assessment Part 1: Concepts and vocabulary
    ISO 10007:2017 Quality management — Guidelines for configuration management
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