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BSI PD ISO/IEC TR 20000-10:2015

BSI PD ISO/IEC TR 20000-10:2015

$167.15

Information technology. Service management – Concepts and terminology

Published By Publication Date Number of Pages
BSI 2015 38
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This part of ISO/IEC 20000 describes the core concepts of ISO/IEC 20000 , identifying how the different parts support ISO/IEC 20000ā€‘1:2011 as well as the relationships between ISO/IEC 20000 and other International Standards and Technical Reports. This part of ISO/IEC 20000 also explains the terminology used in ISO/IEC 20000 , so that organisations and individuals can interpret the concepts correctly.

This part of ISO/IEC 20000 is for

  1. service providers considering using any part of ISO/IEC 20000 and looking for guidance on how to use the different parts of ISO/IEC 20000 to achieve their goal,

  2. service providers that wish to understand how ISO/IEC 20000 can be used in combination with other International Standards, and

  3. practitioners, auditors, and other parties who wish to gain an understanding of ISO/IEC 20000 .

PDF Catalog

PDF Pages PDF Title
7 Foreword
9 Introduction
11 1 Scope
2 Terms and definitions
16 3 Terminology used in ISO/IECĀ 20000
17 4 Service management systems
4.1 General
4.2 What is an SMS
18 4.3 The integrated process approach
4.4 Continual improvement
19 4.5 What constitutes an effective SMS
4.6 Benefits of an SMS based on ISO/IECĀ 20000
4.6.1 General benefits of an SMS
20 4.6.2 Benefits from independent assessment of an SMS against ISO/IECĀ 20000-1
21 4.6.3 Benefits related to different service management scenarios
22 4.7 Misperceptions about an SMS and ISO/IECĀ 20000-1
4.7.1 Introduction
4.7.2 Misperception 1 ā€” ISO/IECĀ 20000 is only for large commercial organisations
23 4.7.3 Misperception 2 ā€” ISO/IECĀ 20000 is only applicable to IT infrastructure
4.7.4 Misperception 3 ā€” ISO/IECĀ 20000 is only for external service providers
4.7.5 Misperception 4 ā€” Service providers should use a specific best practice framework to fulfil the requirements specified in ISO/IECĀ 20000-1
4.7.6 Misperception 5 ā€” ISO/IECĀ 20000 can make service management slow, more costly and bureaucratic
24 5 ISO/IECĀ 20000
5.1 General
25 5.2 ISO/IECĀ 20000-1:2011 Service management system requirements
5.2.1 Scope
5.2.2 Purpose
5.3 ISO/IECĀ 20000-2:2012 Guidance on application of service management systems
5.3.1 Scope
5.3.2 Purpose
5.3.3 Relationship with ISO/IECĀ 20000-1:2011
26 5.4 ISO/IECĀ 20000-3:2012 Guidance on scope definition and applicability of ISO/IECĀ 20000-1
5.4.1 Scope
5.4.2 Purpose
5.4.3 Relationship with ISO/IECĀ 20000-1:2011
5.5 ISO/IECĀ TRĀ 20000-4:2010 Process reference model
5.5.1 Scope
5.5.2 Purpose
27 5.5.3 Relationship with ISO/IECĀ 20000-1:2011
5.6 ISO/IECĀ TRĀ 20000-5:2013 Exemplar implementation plan for ISO/IECĀ 20000-1
5.6.1 Scope
5.6.2 Purpose
5.6.3 Relationships with ISO/IECĀ 20000-1:2011
28 5.7 ISO/IECĀ TRĀ 20000-9:2015 Guidance on the application of ISO/IECĀ 20000-1 to cloud services
5.7.1 Scope
5.7.2 Purpose
5.7.3 Relationships with ISO/IECĀ 20000-1:2011
6 Other related International Standards and Technical Reports
6.1 Closely related International Standards and Technical Reports
29 6.2 ISO/IECĀ TSĀ 15504-8:2012
6.2.1 Scope
6.2.2 Purpose
6.2.3 Relationships with ISO/IECĀ 20000-1:2011
6.3 ISO/IECĀ 27013: ā€”
6.3.1 Scope
6.3.2 Purpose
6.3.3 Relationships with ISO/IECĀ 20000-1:2011
30 6.4 ISO/IECĀ TRĀ 90006:2013
6.4.1 Scope
6.4.2 Purpose
6.4.3 Relationships with ISO/IECĀ 20000-1:2011
31 6.5 Supporting International Standards
6.5.1 General
6.5.2 ISOĀ 9000:2005
6.5.3 ISO 9001:2008
32 6.5.4 ISOĀ 10007:2003
6.5.5 ISO/IECĀ 19770-1:2012
6.5.6 ISO/IECĀ 27000:2014
33 6.5.7 ISO/IECĀ 27001:2013
6.5.8 ISO/IECĀ 27031:2011
6.5.9 ISOĀ 31000:2009
6.5.10 ISO/IECĀ 38500:2015
34 6.5.11 ISOĀ 22301:2012
35 Bibliography

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BSI PD ISO/IEC TR 20000-10:2015
$167.15