CSA ISO/IEC 20000-2:2013
Superseded
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 2: GUIDANCE ON THE APPLICATION OF SERVICE MANAGEMENT SYSTEMS
Hardcopy , PDF
01-10-2017
English, French
01-01-2017
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) - Interfaces between processes and
integration of processes with SMS
Bibliography
Gives guidance on the application of an SMS based on ISO/IEC 20000-1.
| DocumentType |
Standard
|
| Pages |
104
|
| ProductNote |
Reconfirmed EN
|
| PublisherName |
Canadian Standards Association
|
| Status |
Superseded
|
| Supersedes |
| Standards | Relationship |
| ISO/IEC 20000-2:2012 | Identical |
| 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 TR 24748-2:2011 | Systems and software engineering Life cycle management Part 2: Guide to the application of ISO/IEC 15288 (System life cycle processes) |
| ISO/IEC 38500:2015 | Information technology — Governance of IT for the organization |
| ISO/IEC TR 24748-3:2011 | Systems and software engineering Life cycle management Part 3: Guide to the application of ISO/IEC 12207 (Software life cycle processes) |
| ISO 31000:2009 | Risk management Principles and guidelines |
| 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 27005:2011 | Information technology Security techniques Information security risk management |
| ISO/IEC 12207:2008 | Systems and software engineering — Software life cycle processes |
| ISO/IEC TR 9126-3:2003 | Software engineering Product quality Part 3: Internal metrics |
| ISO 9001:2015 | Quality management systems — Requirements |
| ISO 9000:2015 | Quality management systems — Fundamentals and vocabulary |
| ISO/IEC TR 9126-2:2003 | Software engineering Product quality Part 2: External metrics |
| 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 |
| ISO/IEC 15939:2007 | Systems and software engineering Measurement process |
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