ISO/IEC 20000-1:2011
Withdrawn
Withdrawn
A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.
View Superseded by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 1: Service management system requirements
Available format(s)
Hardcopy , PDF , PDF 3 Users , PDF 5 Users , PDF 9 Users
Withdrawn date
25-03-2019
Superseded by
Language(s)
English, French
Published date
12-04-2011
Important note : Users cannot be edited or removed once added to your Multi user PDF.
ISO/IEC 20000-1:2011 is a service management system (SMS) standard. It specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil agreed service requirements.
ISO/IEC 20000-1:2011 can be used by:
- an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
- an organization that requires a consistent approach by all its service providers, including those in a supply chain;
- a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;
- a service provider to monitor, measure and review its service management processes and services;
- a service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;
- an assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO/IEC 20000-1:2011.
| DocumentType |
Standard
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| Pages |
26
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| PublisherName |
International Organization for Standardization
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| Status |
Withdrawn
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| SupersededBy | |
| Supersedes |
| Standards | Relationship |
| NF ISO/IEC 20000-1 : 2012 | Identical |
| NEN ISO/IEC 20000-1 : 2011 | Identical |
| NS ISO/IEC 20000-1 : 2011 | Identical |
| PN ISO/IEC 20000-1 : 2014 | Identical |
| SN ISO/IEC 20000-1 : 2011 | Identical |
| UNE-ISO/IEC 20000-1:2011 | Identical |
| UNI CEI ISO/IEC 20000-1 : 2012 | Identical |
| BIS IS/ISO/IEC 20000-1 : 2014 | Identical |
| BS ISO/IEC 20000-1:2011 | Identical |
| CEI UNI ISO/IEC 20000-1 : 2012 | Identical |
| AS ISO/IEC 20000.1-2013 | Identical |
| GOST R ISO/IEC 20000-1 : 2013 | Identical |
| DS ISO/IEC 20000-1 : 2011 | Identical |
| CSA ISO/IEC 20000-1 :2013 | Identical |
| 09/30184534 DC : DRAFT JAN 2009 | Identical |
| CSA ISO/IEC 20000-1 : 2013 : R2017 | Identical |
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| BS ISO/IEC 19086-1:2016 | Information technology. Cloud computing. Service level agreement (SLA) framework Overview and concepts |
| BS ISO/IEC 20000-2:2012 | Information technology. Service management Guidance on the application of service management systems |
| PD ISO/IEC TR 20000-5:2013 | Information technology. Service management Exemplar implementation plan for ISO/IEC 20000-1 |
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| IEEE 828-2012 | IEEE Standard for Configuration Management in Systems and Software Engineering |
| BS EN ISO/IEC 27002:2017 | Information technology. Security techniques. Code of practice for information security controls |
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| ISO/IEC TR 90006:2013 | Information technology Guidelines for the application of ISO 9001:2008 to IT service management and its integration with ISO/IEC 20000-1:2011 |
| ISO/IEC TS 25011:2017 | Information technology — Systems and software Quality Requirements and Evaluation (SQuaRE) — Service quality models |
| CSA ISO 19011 : 2012 : R2017 | GUIDELINES FOR AUDITING MANAGEMENT SYSTEMS |
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| IEC TR 80001-2-2:2012 | Application of risk management for IT-networks incorporating medical devices - Part 2-2: Guidance for the disclosure and communication of medical device security needs, risks and controls |
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| ISO 22301:2012 | Societal security Business continuity management systems Requirements |
| ISO/IEC TR 20000-4:2010 | Information technology Service management Part 4: Process reference model |
| UNE-EN ISO 22301:2015 | Societal security - Business continuity management systems - Requirements (ISO 22301:2012) |
| ISO/IEC 20000-3:2012 | Information technology Service management Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1 |
| ISO/IEC 20000-2:2012 | Information technology Service management Part 2: Guidance on the application of service management systems |
| ISO/IEC TR 20000-5:2013 | Information technology Service management Part 5: Exemplar implementation plan for ISO/IEC 20000-1 |
| EN ISO/IEC 27000:2017 | Information technology - Security techniques - Information security management systems - Overview and vocabulary (ISO/IEC 27000:2016) |
| EN ISO/IEC 27002:2017 | Information technology - Security techniques - Code of practice for information security controls (ISO/IEC 27002:2013 including Cor 1:2014 and Cor 2:2015) |
| EN ISO 22301:2014 | Societal security - Business continuity management systems - Requirements (ISO 22301:2012) |
| ISO/IEC TR 33014:2013 | Information technology Process assessment Guide for process improvement |
| I.S. EN ISO 19011:2011 | GUIDELINES FOR AUDITING MANAGEMENT SYSTEMS (ISO 19011:2011) |
| PD ISO/IEC TR 29110-1:2016 | Systems and software engineering. Lifecycle profiles for Very Small Entities (VSEs) Overview |
| AAMI IEC TIR 80001-2-2 : 2012 | APPLICATION OF RISK MANAGEMENT FOR IT-NETWORKS INCORPORATING MEDICAL DEVICES - PART 2-2: GUIDANCE FOR THE DISCLOSURE AND COMMUNICATION OF MEDICAL DEVICE SECURITY NEEDS, RISKS AND CONTROLS |
| ISO/IEC TR 20000-9:2015 | Information technology Service management Part 9: Guidance on the application of ISO/IEC 20000-1 to cloud services |
| PD CEN ISO/TS 17444-1:2012 | Electronic fee collection. Charging performance Metrics |
| BS ISO/IEC 27036-3:2013 | Information technology. Security techniques. Information security for supplier relationships Guidelines for information and communication technology supply chain security |
| ABS 0253 : 2016 | GUIDE FOR SOFTWARE SYSTEMS VERIFICATION ABS CYBERSAFETY[TM] VOLUME 4 |
| CEI UNI ISO/IEC 20000-2 : 2011 | INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 2: CODE OF PRACTICE |
| PD ISO/IEC TR 20000-11:2015 | Information technology. Service management Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: ITIL® |
| BS ISO/IEC/IEEE 23026:2015 | Systems and software engineering. Engineering and management of websites for systems, software, and services information |
| 16/30338037 DC : 0 | BS ISO/IEC 30754 - INFORMATION TECHNOLOGY - SOFTWARE TRUSTWORTHINESS - GOVERNANCE AND MANAGEMENT - SPECIFICATION |
| CSA ISO/IEC 24762 : 2008 : R2013 | INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDELINES FOR INFORMATION AND COMMUNICATIONS TECHNOLOGY DISASTER RECOVERY SERVICES |
| 14/30255584 DC : 0 | BS ISO 5127 - INFORMATION AND DOCUMENTATION - FOUNDATION AND VOCABULARY |
| BS ISO/IEC 30105-2:2016 | Information technology. IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Process assessment model (PAM) |
| PD ISO/IEC TR 20000-9:2015 | Information technology. Service management Guidance on the application of ISO/IEC 20000-1 to cloud services |
| CSA ISO/IEC 27000 : 2018 | INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - INFORMATION SECURITY MANAGEMENT SYSTEMS - OVERVIEW AND VOCABULARY |
| BS ISO/IEC 30105-4:2016 | Information technology. IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Terms and concepts |
| ISO/IEC TR 20000-3:2009 | Information technology — Service management — Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1 |
| ISO/IEC 20000-6:2017 | Information technology — Service management — Part 6: Requirements for bodies providing audit and certification of service management systems |
| PD ISO/IEC TS 33072:2016 | Information technology. Process assessment. Process capability assessment model for information security management |
| ISO/IEC 17788:2014 | Information technology — Cloud computing — Overview and vocabulary |
| ISO/IEC TR 20000-12:2016 | Information technology Service management Part 12: Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: CMMI-SVC |
| PD ISO/TR 14639-2:2014 | Health informatics. Capacity-based eHealth architecture roadmap Architectural components and maturity model |
| PD ISO/IEC TR 20000-10:2015 | Information technology. Service management Concepts and terminology |
| 11/30207802 DC : 0 | BS ISO/IEC 27013 - INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDELINES ON THE INTEGRATED IMPLEMENTATION OF ISO/IEC 27001 AND ISO/IEC 20000-1 |
| 13/30277600 DC : 0 | BS ISO 37500 - GUIDANCE ON OUTSOURCING |
| BS ISO/IEC 27013:2015 | Information technology. Security techniques. Guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 20000-1 |
| ISO/IEC 30105-4:2016 | Information technology — IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 4: Terms and concepts |
| S.R. CEN ISO/TS 17444-1:2017 | ELECTRONIC FEE COLLECTION - CHARGING PERFORMANCE - PART 1: METRICS (ISO/TS 17444-1:2017) |
| ISO/IEC 30105-2:2016 | Information technology — IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 2: Process assessment model (PAM) |
| UNI EN ISO 19011 : 2012 | GUIDELINES FOR AUDITING MANAGEMENT SYSTEMS |
| UNI CEI ISO/IEC 27002 : 2014 | INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - CODE OF PRACTICE FOR INFORMATION SECURITY CONTROLS |
| ABS 0251 : 2016 | CYBERSECURITY IMPLEMENTATION FOR THE MARINE AND OFFSHORE INDUSTRIES - CYBERSAFETY[TM] VOLUME 2 |
| UNE-EN ISO 19011:2012 | Guidelines for auditing management systems (ISO 19011:2011) |
| ISO/IEC 16350:2015 | Information technology Systems and software engineering Application management |
| CEN ISO/TS 17427:2014 | Intelligent transport systems - Cooperative systems - Roles and responsibilities in the context of cooperative ITS based on architecture(s) for cooperative systems (ISO/TS 17427:2014) |
| EN 80001-1:2011 | Application of risk management for IT-networks incorporating medical devices - Part 1: Roles, responsibilities and activities |
| CAN/CSA-ISO/IEC TR 29110-1:18 | Systems and software engineering — Lifecycle profiles for Very Small Entities (VSEs) — Part 1: Overview (Adopted ISO/IEC TR 29110-1:2016, second edition, 2016-06-15) |
| CAN/CSA-ISO/IEC 30105-2:18 | Information technology — IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 2: Process assessment model (PAM) (Adopted ISO/IEC 30105-2:2016, first edition, 2016-11-15) |
| CAN/CSA-ISO/IEC 30105-5:18 | Information technology — IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 5: Guidelines (Adopted ISO/IEC 30105-5:2016, first edition, 2016-11-15) |
| CAN/CSA-ISO/IEC 30105-4:18 | Information technology — IT Enabled Services- Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 4: Terms and concepts (Adopted ISO/IEC 30105-4:2016, first edition, 2016-11-15) |
| CAN/CSA-ISO/IEC 19086-1:18 | Information technology — Cloud computing — Service level agreement (SLA) framework — Part 1: Overview and concepts (Adopted ISO/IEC 19086-1:2016, first edition, 2016-09-15) |
| CSA ISO/IEC 27003 : 2010 : R2015 | INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - INFORMATION SECURITY MANAGEMENT SYSTEM IMPLEMENTATION GUIDANCE |
| CAN/CSA-ISO/IEC TS 33072:18 | Information technology ? Process assessment ? Process capability assessment model for information security management (Adopted ISO/IEC TS 33072:2016, first edition, 2016-07-15, corrected version 2016-09-01) |
| CAN/CSA-ISO/IEC 30134-2:18 | Information technology — Data centres — Key performance indicators — Part 2: Power usage effectiveness (PUE) (Adopted ISO/IEC 30134-2:2016, first edition, 2016-04-15) |
| CAN/CSA-ISO/IEC TR 20000-12:18 | Information technology — Service management — Part 12: Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: CMMI-SVC (Adopted ISO/IEC TR 20000-12:2016, first edition, 2016-10-01) |
| CSA ISO/IEC 27003 : 2010 | INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - INFORMATION SECURITY MANAGEMENT SYSTEM IMPLEMENTATION GUIDANCE |
| CSA ISO/IEC 19770-1 :2013 | INFORMATION TECHNOLOGY - SOFTWARE ASSET MANAGEMENT - PART 1: PROCESSES AND TIERED ASSESSMENT OF CONFORMANCE |
| CAN/CSA-ISO/IEC 30105-1:18 | Information technology — IT Enabled Services- Business Process Outsourcing (ITES-BPO) lifecycle processes — Part 1: Process reference model (PRM) (Adopted ISO/IEC 30105-1:2016, first edition, 2016-11-15) |
| CSA ISO/IEC 19770-1 : 2013 : R2017 | INFORMATION TECHNOLOGY - SOFTWARE ASSET MANAGEMENT - PART 1: PROCESSES AND TIERED ASSESSMENT OF CONFORMANCE |
| 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 15504-3:2004 | Information technology Process assessment Part 3: Guidance on performing an assessment |
| ISO 31000:2009 | Risk management Principles and guidelines |
| ISO/IEC/IEEE 24765:2017 | Systems and software engineering — Vocabulary |
| 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 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/IEC 20000-2:2012 | Information technology Service management Part 2: Guidance on the application of service management systems |
| 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 |
| AS ISO/IEC 17788:2020 | Information technology - Cloud computing - Overview and vocabulary |
| ISO 9001:2015 | Quality management systems — Requirements |
| ISO 9000:2015 | Quality management systems — Fundamentals and vocabulary |
| ISO/IEC 15504-1:2004 | Information technology Process assessment Part 1: Concepts and vocabulary |
| ISO/IEC 27000:2016 | Information technology Security techniques Information security management systems Overview and vocabulary |
| ISO 10007:2017 | Quality management — Guidelines for configuration management |
| AS ISO/IEC/IEEE 12207:2019 | Systems and software engineering - Software life cycle processes |
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