AS ISO/IEC 20000.2-2007

1 - AS ISO/IEC 20000.2-2007 Information Technology - Service Management - Code of Practice
4 - PREFACE
5 - CONTENTS
7 - INTRODUCTION
9 - 1 Scope
10 - 2 Terms and definitions
10 - 3 The management system
10 - 3.1 Management responsibility
10 - 3.2 Documentation requirements
11 - 3.3 Competence, awareness and training
12 - 4 Planning and implementing service management
12 - 4.1 Plan service management (Plan)
14 - 4.2 Implement service management and provide the services (Do)
14 - 4.3 Monitoring, measuring and reviewing (Check)
14 - 4.4 Continual improvement (Act)
15 - 5 Planning and implementing new or changed services
15 - 5.1 Topics for consideration
15 - 5.2 Change records
16 - 6 Service delivery processes
16 - 6.1 Service level management
18 - 6.2 Service reporting
19 - 6.3 Service continuity and availability management
21 - 6.4 Budgeting and accounting for IT services
22 - 6.5 Capacity management
23 - 6.6 Information security management
25 - 7 Relationship processes
25 - 7.1 General
26 - 7.2 Business relationship management
27 - 7.3 Supplier management
28 - 8 Resolution processes
28 - 8.1 Background
29 - 8.2 Incident management
30 - 8.3 Problem management
33 - 9 Control processes
33 - 9.1 Configuration management
36 - 9.2 Change management
37 - 10 Release process
37 - 10.1 Release management process
42 - Bibliography
43 - Annex ZA Additional information sources (Informative)

Adopts ISO/IEC 20000-2:2005 to represent an industry consensus on quality standards for IT service management processes.

Originated as AS 8018.2-2004.
Revised and redesignated as AS ISO/IEC 20000.2-2007.