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  • IEEE 20000-2-2013

    Withdrawn A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.

    IEEE Standard -- Adoption of ISO/IEC 20000-2:2012, Information technology -- Service management -- Part 2: Guidance on the application of service management systems

    Available format(s):  PDF

    Withdrawn date:  27-09-2018

    Language(s):  English

    Published date:  03-06-2013

    Publisher:  Institute of Electrical & Electronics Engineers

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    Table of Contents - (Show below) - (Hide below)

    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

    Abstract - (Show below) - (Hide below)

    Specifies guidance on the application of service management systems (SMS) based on the requirements in ISO/IEC 20000-1.

    General Product Information - (Show below) - (Hide below)

    Committee Software & Systems Engineering Standards Comm
    Document Type Standard
    Publisher Institute of Electrical & Electronics Engineers
    Status Withdrawn

    Standards Referencing This Book - (Show below) - (Hide below)

    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
    IEEE 20000-1-2013 IEEE Standard - Adoption of ISO/IEC 20000-1:2011, Information technology -- Service management -- Part 1: Service management system requirements
    ISO/IEC 15939:2007 Systems and software engineering Measurement process
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