AS ISO/IEC 20000.1-2007

1 - AS ISO/IEC 20000.1-2007 Information Technology - Service Management - Specification
4 - PREFACE
5 - CONTENTS
6 - INTRODUCTION
7 - 1 Scope
8 - 2 Terms and definitions
9 - 3 Requirements for a management system
9 - 3.1 Management responsibility
10 - 3.2 Documentation requirements
10 - 3.3 Competence, awareness and training
10 - 4 Planning and implementing service management
11 - 4.1 Plan service management (Plan)
12 - 4.2 Implement service management and provide the services (Do)
12 - 4.3 Monitoring, measuring and reviewing (Check)
13 - 4.4 Continual improvement (Act)
13 - 5 Planning and implementing new or changed services
14 - 6 Service delivery process
14 - 6.1 Service level management
15 - 6.2 Service reporting
15 - 6.3 Service continuity and availability management
16 - 6.4 Budgeting and accounting for IT services
16 - 6.5 Capacity management
16 - 6.6 Information security management
17 - 7 Relationship processes
17 - 7.1 General
17 - 7.2 Business relationship management
18 - 7.3 Supplier management
19 - 8 Resolution processes
19 - 8.1 Background
19 - 8.2 Incident management
19 - 8.3 Problem management
20 - 9 Control processes
20 - 9.1 Configuration management
20 - 9.2 Change management
21 - 10 Release process
21 - 10.1 Release management process
22 - Bibliography
23 - Annex ZA Additional information sources (Informative)

Adopts ISO/IEC 20000-1:2005 to provide requirements for a service provider to deliver managed services of an acceptable level for its customers.

Originated as AS 8018.1-2004.
Revised and redesignated as AS ISO/IEC 20000.1-2007.