CSA ISO/IEC 20000-2 : 2013 : R2017
Withdrawn
A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.
View Superseded by
INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 2: GUIDANCE ON THE APPLICATION OF SERVICE MANAGEMENT SYSTEMS
Hardcopy , PDF
10-10-2020
English, French
01-01-2017
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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 |
Withdrawn
|
| SupersededBy |
| 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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