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BS 15000-2:2003

BS 15000-2:2003

$142.49

IT service management – Code of practice for service management

Published By Publication Date Number of Pages
BSI 2003 30
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PDF Catalog

PDF Pages PDF Title
1 BRITISH STANDARD
2 Committees responsible for this British�Standard
3 Contents
5 Introduction
Service management processes
6 1 Scope
2 Terms and definitions
3 The management system
3.1 Management responsibility
3.2 Documentation requirements
7 3.3 Managing documents
3.4 Competence, awareness and training
8 4 Planning and implementing service management
4.1 Plan service management (Plan)
9 4.2 Implement service management and provide the services (Do)
4.3 Monitoring, measuring and reviewing (Check)
4.4 Continuous improvement (Act)
10 5 Service delivery processes
5.1 Service level management
12 5.2 Service continuity and availability management
13 5.3 Service reporting
14 5.4 Budgeting and accounting for IT services
15 5.5 Capacity management
5.6 Information security management
17 6 Relationship processes
6.1 General
Relationship processes
18 6.2 Business relationship management
6.3 Supplier management
19 7 Resolution processes
7.1 Background
20 7.2 Incident management
21 7.3 Problem management
23 8 Control processes
8.1 Configuration management
25 8.2 Change management
26 9 Release management processes
9.1 General
9.2 Release policy
27 9.3 Release and roll�out planning
9.4 Developing or acquiring software
9.5 Design, build and configure release
9.6 Release verification and acceptance
28 9.7 Roll�out, distribution and installation
9.8 Post release and roll-out

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BS 15000-2:2003
$142.49