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ISO/IEC 20000-1:2011

Superseded

Superseded

A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.

View Superseded by
superseded

A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.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 1: Service management system requirements

Available format(s)

Hardcopy , PDF , PDF 3 Users , PDF 5 Users , PDF 9 Users

Superseded date

14-09-2018

Language(s)

English, French

Published date

12-04-2011

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
Pages
26
PublisherName
International Organization for Standardization
Status
Superseded
SupersededBy
Supersedes

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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®
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)
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
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)
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
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)
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

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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