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BS ISO/IEC 20000-2:2019

BS ISO/IEC 20000-2:2019

$215.11

Information technology. Service management – Guidance on the application of service management systems

Published By Publication Date Number of Pages
BSI 2019 74
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PDF Catalog

PDF Pages PDF Title
2 National foreword
8 Foreword
9 Introduction
11 1 Scope
1.1 General
12 1.2 Application
1.3 Structure
13 2 Normative references
3 Terms and definitions
4 Context of the organization
4.1 Understanding the organization and its context
4.1.1 Required activities
4.1.2 Explanation
14 4.1.3 Other information
4.2 Understanding the needs and expectations of interested parties
4.2.1 Required activities
4.2.2 Explanation
4.2.3 Other information
15 4.3 Determining the scope of the service management system
4.3.1 Required activities
4.3.2 Explanation
4.3.3 Other information
4.4 Service management system
4.4.1 Required activities
4.4.2 Explanation
16 4.4.3 Other information
5 Leadership
5.1 Leadership and commitment
5.1.1 Required activities
5.1.2 Explanation
17 5.1.3 Other information
18 5.2 Policy
5.2.1 Required activities
5.2.2 Explanation
19 5.2.3 Other information
5.3 Organizational roles, responsibilities, and authorities
5.3.1 Required activities
5.3.2 Explanation
5.3.3 Other information
20 6 Planning
6.1 Actions to address risks and opportunities
6.1.1 Required activities
6.1.2 Explanation
21 6.1.3 Other information
6.2 Service management objectives and planning to achieve them
6.2.1 Required activities
6.2.2 Explanation
6.2.3 Other information
22 6.3 Plan the service management system
6.3.1 Required activities
6.3.2 Explanation
23 6.3.3 Other information
7 Support of the service management system
7.1 Resources
7.1.1 Required activities
7.1.2 Explanation
24 7.1.3 Other information
7.2 Competence
7.2.1 Required activities
7.2.2 Explanation
25 7.2.3 Other information
7.3 Awareness
7.3.1 Required activities
7.3.2 Explanation
7.3.3 Other information
26 7.4 Communication
7.4.1 Required activities
7.4.2 Explanation
7.4.3 Other information
27 7.5 Documented information
7.5.1 General
7.5.2 Creating and updating documented information
28 7.5.3 Control of documented information
29 7.5.4 Service management system documented information
30 7.6 Knowledge
7.6.1 Required activities
7.6.2 Explanation
31 7.6.3 Other information
8 Operation of the service management system
8.1 Operational planning and control
8.1.1 Required activities
8.1.2 Explanation
32 8.1.3 Other information
8.2 Service portfolio
8.2.1 Service delivery
33 8.2.2 Plan the services
34 8.2.3 Control of parties involved in the service lifecycle
35 8.2.4 Service catalogue management
37 8.2.5 Asset management
38 8.2.6 Configuration management
39 8.3 Relationship and agreement
8.3.1 General
40 8.3.2 Business relationship management
42 8.3.3 Service level management
43 8.3.4 Supplier management
45 8.4 Supply and demand
8.4.1 Budgeting and accounting for services
46 8.4.2 Demand management
47 8.4.3 Capacity management
48 8.5 Service design, build and transition
8.5.1 Change management
51 8.5.2 Service design and transition
54 8.5.3 Release and deployment management
56 8.6 Resolution and fulfilment
8.6.1 Incident management
57 8.6.2 Service request management
58 8.6.3 Problem management
59 8.7 Service assurance
8.7.1 Service availability management
60 8.7.2 Service continuity management
61 8.7.3 Information security management
63 9 Performance evaluation
9.1 Monitoring, measurement, analysis, and evaluation
9.1.1 Required activities
9.1.2 Explanation
9.1.3 Other information
9.2 Internal audit
9.2.1 Required activities
9.2.2 Explanation
64 9.2.3 Other information
9.3 Management review
9.3.1 Required activities
9.3.2 Explanation
65 9.3.3 Other information
9.4 Service reporting
9.4.1 Required activities
9.4.2 Explanation
9.4.3 Other information
66 10 Improvement
10.1 Nonconformity and corrective action
10.1.1 Required activities
10.1.2 Explanation
10.1.3 Other information
10.2 Continual improvement
10.2.1 Required activities
67 10.2.2 Explanation
10.2.3 Other information
68 AnnexĀ A (informative) Mandatory documented information in ISO/IECĀ 20000-1:2018
73 Bibliography

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BS ISO/IEC 20000-2:2019
$215.11