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    ISO/IEC 20000-1:2011

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    Information technology Service management Part 1: Service management system requirements

    Available format(s):  Hardcopy, PDF 1 User, PDF 3 Users, PDF 5 Users, PDF 9 Users

    Withdrawn date:  25-03-2019

    Language(s):  English, French

    Published date:  12-04-2011

    Publisher:  International Organization for Standardization

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    Abstract - (Show below) - (Hide below)

    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.

    General Product Information - (Show below) - (Hide below)

    Document Type Standard
    Publisher International Organization for Standardization
    Status Withdrawn
    Superseded By
    Supersedes

    Standards Referenced By This Book - (Show below) - (Hide below)

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    UNE-ISO/IEC 27000:2014 Information technology -- Security techniques -- Information security management systems -- Overview and vocabulary
    SR 003 391 : 2.1.1 CLOUD STANDARDS COORDINATION PHASE 2; INTEROPERABILITY AND SECURITY IN CLOUD COMPUTING
    GS ISI 001-2 : 1.1.2 INFORMATION SECURITY INDICATORS (ISI); INDICATORS (INC); PART 2: GUIDE TO SELECT OPERATIONAL INDICATORS BASED ON THE FULL SET GIVEN IN PART 1
    I.S. 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)
    I.S. ISO/IEC 27002:2013 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - CODE OF PRACTICE FOR INFORMATION SECURITY CONTROLS
    ISO/IEC/IEEE 23026:2015 Systems and software engineering Engineering and management of websites for systems, software, and services information
    ISO/TR 14639-2:2014 Health informatics Capacity-based eHealth architecture roadmap Part 2: Architectural components and maturity model
    CEI EN 80001-1 : 2016 APPLICATION OF RISK MANAGEMENT FOR IT-NETWORKS INCORPORATING MEDICAL DEVICES - PART 1: ROLES, RESPONSIBILITIES AND ACTIVITIES
    CEI UNI ISO/IEC 27002 : 2014 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - CODE OF PRACTICE FOR INFORMATION SECURITY CONTROLS
    UNE-ISO/IEC TR 20000-3:2011 IN Information technology. Service management. Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1
    UNI CEI ISO/IEC 20000-2 : 2010 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 2: CODE OF PRACTICE
    ISO/IEC 29147:2014 Information technology Security techniques Vulnerability disclosure
    UNI EN ISO 22301 : 2014 SOCIETAL SECURITY - BUSINESS CONTINUITY MANAGEMENT SYSTEMS - REQUIREMENTS
    ISO/IEC 30105-1:2016 Information technology IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes Part 1: Process reference model (PRM)
    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
    IEC 80001-1:2010 Application of risk management for IT-networks incorporating medical devices - Part 1: Roles, responsibilities and activities
    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 - PART 1: METRICS (ISO/TS 17444-1:2017)
    BS ISO/IEC 27036-3:2013 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - INFORMATION SECURITY FOR SUPPLIER RELATIONSHIPS - PART 3: 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 - PART 11: GUIDANCE ON THE RELATIONSHIP BETWEEN ISO/IEC 20000-1:2011 AND SERVICE MANAGEMENT FRAMEWORKS: ITIL[R]
    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

    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
    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
    View more information

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