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  • UNI CEI ISO/IEC 20000-1 : 2012

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    Superseded A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
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    INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS

    Available format(s): 

    Superseded date:  25-07-2022

    Language(s): 

    Published date:  31-12-2011

    Publisher:  Ente Nazionale Italiano di Unificazione (UNI)

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

    INTRODUZIONE
    1 SCOPO E CAMPO DI APPLICAZIONE
    2 RIFERIMENTI NORMATIVI
    3 TERMINI E DEFINIZIONI
    4 REQUISITI GENERALI DEL SISTEMA DI GESTIONE
      DEL SERVIZIO
    5 PROGETTAZIONE E TRANSIZIONE DI SERVIZI
      NUOVI O MODIFICATI
    6 PROCESSI PER LÆEROGAZIONE DEL SERVIZIO
    7 PROCESSI DI RELAZIONE
    8 PROCESSI DI RISOLUZIONE
    9 PROCESSI DI CONTROLLO
    BIBLIOGRAFIA

    Abstract - (Show below) - (Hide below)

    Specifies design, transition, delivery and improvement of services that fulfill service requirements and provide value for both the customer and the service provider.

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    Document Type Standard
    Publisher Ente Nazionale Italiano di Unificazione (UNI)
    Status Superseded
    Superseded By
    Supersedes

    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 15504-3:2004 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
    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
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