AS 8018.2-2004

Introduction1 Scope2 Terms and definitions3 The management system4 Planning and implementing service management5 Service delivery processes6 Relationship processes7 Resolution processes8 Control processes9 Release management processesBibliography

Adopts BS 15000-2:2003 which recommends common terminology for service providers; give a common basis for improvements in services and provide a framework for use by suppliers of service management tools.

BS 15000-2 represents an industry consensus on quality standards for IT service management processes.These service management processes deliver the best possible service to meet an organizations business needs within agreed resource levels, i.e. service that is professional, cost-effective and with risks which are understood and managed.The variety of terms used for the same process, and between processes and functional groups (and job titles) can make the subject of service management confusing to the new manager. Failure to understand the terminology can be a barrier to establishing effective processes. Understanding the terminology is a tangible and significant benefit from BS 15000.BS 15000-2 recommends that service providers should adopt common terminology and a more consistent approach to service management. It gives a common basis for improvements in services. It also provides a framework for use by suppliers of service management tools.BS 15000-2 provides guidance to auditors and offers assistance to organizations planning service improvements or to be audited against BS 15000-1.BS 15000-1 specifies a number of related service management processes as shown in Figure 1.

First published as AS 8018.2-2004.