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  • ISO/IEC 20000-1:2018

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    Information technology Service management Part 1: Service management system requirements

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

    Language(s):  English, French

    Published date:  14-09-2018

    Publisher:  International Organization for Standardization

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    Abstract - (Show below) - (Hide below)

    This document specifies requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS). The requirements specified in this document include the planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value. This document can be used by:

    a) a customer seeking services and requiring assurance regarding the quality of those services;

    b) a customer requiring a consistent approach to the service lifecycle by all its service providers, including those in a supply chain;

    c) an organization to demonstrate its capability for the planning, design, transition, delivery and improvement of services;

    d) an organization to monitor, measure and review its SMS and the services;

    e) an organization to improve the planning, design, transition, delivery and improvement of services through effective implementation and operation of an SMS;

    f) an organization or other party performing conformity assessments against the requirements specified in this document;

    g) a provider of training or advice in service management.

    The term "service" as used in this document refers to the service or services in the scope of the SMS. The term "organization" as used in this document refers to the organization in the scope of the SMS that manages and delivers services to customers. The organization in the scope of the SMS can be part of a larger organization, for example, a department of a large corporation. An organization or part of an organization that manages and delivers a service or services to internal or external customers can also be known as a service provider. Any use of the terms "service" or "organization" with a different intent is distinguished clearly in this document.

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    Committee ISO/IEC JTC 1/SC 40
    Document Type Standard
    Product Note THIS STANDARD ALSO REFERENCE TO Guide ISO 73, ISO/IEC 1977-1,ISO/IEC 1977-5,ISO/IEC/TR 20000-5, ISO/IEC/TR 20000-11, ISO/IEC/TR 20000-12
    Publisher International Organization for Standardization
    Status Current
    Supersedes

    Standards Referencing This Book - (Show below) - (Hide below)

    AS/NZS ISO/IEC 20000.6:2019 Information technology - Service management Requirements for bodies providing audit and certification of service management systems
    AS/NZS ISO/IEC 20000.3:2020 Information technology - Service management Guidance on scope definition and applicability of AS/NZS ISO/IEC 20000.1
    AS ISO 22301:2020 Security and resilience - Business continuity management systems - Requirements
    AS/NZS ISO/IEC 20000.10:2019 Information technology - Service management Concepts and vocabulary
    SA/SNZ TR ISO/IEC 38505.2:2019 Information technology - Governance of IT - Governance of data Implications of ISO/IEC 38505-1 for data management
    AS/NZS ISO/IEC 20000.2:2020 Information technology - Service management Guidance on the application of service management systems
    AS ISO 22313:2020 Security and resilience - Business continuity management systems - Guidance on the use of ISO 22301
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