10/30184538 DC : 0

Superseded

BS ISO/IEC 20000-2 - INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 2: GUIDANCE ON THE APPLICATION OF SERVICE MANAGEMENT SYSTEMS

Available format(s)

Hardcopy , PDF

Superseded date

31-03-2012

Language(s)

English

Publisher

British Standards Institution

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) - Roles for ISO/IEC 20000
Bibliography

Committee	IST/15/-/8
DocumentType	Draft
Pages	94
PublisherName	British Standards Institution
Status	Superseded
SupersededBy	BS ISO/IEC 20000-2:2012

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 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 12207:2008	Systems and software engineering Software life cycle processes
ISO 9001:2015	Quality management systems — Requirements
ISO/IEC TR 15271:1998	Information technology Guide for ISO/IEC 12207 (Software Life Cycle Processes)
ISO 9000:2015	Quality management systems — Fundamentals and vocabulary
ISO/IEC TR 19760:2003	Systems engineering A guide for the application of ISO/IEC 15288 (System life cycle processes)
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