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BS ISO/IEC 20000-10:2018

BS ISO/IEC 20000-10:2018

$167.15

Information technology. Service management – Concepts and vocabulary

Published By Publication Date Number of Pages
BSI 2018 38
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This document describes the core concepts of ISO/IEC 20000 (all parts), identifying how the different parts support ISO/IEC 20000‑1:2018 as well as the relationships between ISO/IEC 20000‑1 and other International Standards and Technical Reports. This document also includes the terminology used in all parts of ISO/IEC 20000, so that organizations and individuals can interpret the concepts correctly.

This document can be used by:

  1. organizations seeking to understand the terms and definitions to support the use of ISO/IEC 20000 (all parts);

  2. organizations looking for guidance on how to use the different parts of ISO/IEC 20000 to achieve their goal;

  3. organizations that wish to understand how ISO/IEC 20000 (all parts) can be used in combination with other International Standards;

  4. practitioners, auditors and other parties who wish to gain an understanding of ISO/IEC 20000 (all parts).

PDF Catalog

PDF Pages PDF Title
2 National foreword
7 Foreword
9 Introduction
11 1 Scope
2 Normative references
3 Terms and definitions
3.1 Terms specific to management system standards
15 3.2 Terms specific to service management used in the ISO/IEC 20000 series
19 3.3 Terms specific to service management used in the ISO/IEC 20000 series but not used in ISO/IEC 20000‑1
4 Terminology used in ISO/IEC 20000 (all parts)
20 5 Service management systems (SMS)
5.1 General
5.2 What is an SMS?
21 5.3 The integrated approach
5.4 Continual improvement
5.5 Benefits of an SMS based on ISO/IEC 20000‑1
5.5.1 General benefits of an SMS
22 5.5.2 Benefits from independent assessment of an SMS against ISO/IEC 20000‑1
5.5.3 Benefits related to different service management scenarios
25 5.6 Misperceptions about an SMS and ISO/IEC 20000‑1
5.6.1 General
26 6 Overview of the parts of ISO/IEC 20000
6.1 General
27 6.2 ISO/IEC 20000‑1:2018, Service management system requirements
6.2.1 Scope
6.2.2 Purpose
28 6.3 ISO/IEC 20000‑2, Guidance on application of service management systems
6.3.1 Scope
6.3.2 Purpose
6.3.3 Relationship with ISO/IEC 20000‑1
6.4 ISO/IEC 20000‑3, Guidance on scope definition and applicability of ISO/IEC 20000‑1
6.4.1 Scope
29 6.4.2 Purpose
6.4.3 Relationship with ISO/IEC 20000‑1
6.5 ISO/IEC TR 20000‑5:2013, Exemplar implementation plan for ISO/IEC 20000‑1
6.5.1 Scope
6.5.2 Purpose
6.5.3 Relationship with ISO/IEC 20000‑1
30 6.6 ISO/IEC 20000‑6:2017, Requirements for bodies providing audit and certification of service management systems
6.6.1 Scope
6.6.2 Purpose
6.6.3 Relationship with ISO/IEC 20000‑1
6.7 ISO/IEC TR 20000‑11:2015, Guidance on the relationship between ISO/IEC 20000‑1:2011 and service management frameworks: ITIL®
6.7.1 Scope
6.7.2 Purpose
6.7.3 Relationship with ISO/IEC 20000‑1
31 6.8 ISO/IEC TR 20000‑12:2016, Guidance on the relationship between ISO/IEC 20000‑1:2011 and service management frameworks: CMMI-SVC®
6.8.1 Scope
6.8.2 Purpose
6.8.3 Relationship with ISO/IEC 20000‑1
7 Other related International Standards and Technical Reports
7.1 Closely related International Standards and Technical Reports
7.2 ISO/IEC 27013:2015, Information technology — Security techniques — Guideline on the integrated implementation of ISO/IEC 20000‑1 and ISO/IEC 27001
7.2.1 Scope
32 7.2.2 Purpose
7.2.3 Relationship with ISO/IEC 20000‑1
7.3 Other related International Standards
7.3.1 General
7.3.2 ISO 9000:2015, Quality management systems — Fundamentals and vocabulary
7.3.3 ISO 9001:2015, Quality management systems — Requirements
33 7.3.4 ISO 10007:2017, Quality management systems — Guidelines for configuration management
7.3.5 ISO/IEC 19770‑1:2017, Information technology — IT asset management — Part 1: IT asset management systems — Requirements
7.3.6 ISO 22301:2012, Societal security — Business continuity management systems — Requirements
34 7.3.7 ISO/IEC 27000:2018, Information technology — Security techniques — Information security management systems — Overview and vocabulary
7.3.8 ISO/IEC 27001:2013, Information technology — Security techniques — Information security management systems — Requirements
7.3.9 ISO/IEC 27031:2011, Information technology — Security techniques — Guidelines for information and communication technology readiness for business continuity
7.3.10 ISO/IEC 30105‑1:2016, Information technology — IT Enabled Service — Business Process Outsourcing (ITES-BPO) lifecycle processes
35 7.3.11 ISO 31000:2018, Risk management — Principles and guidelines
7.3.12 ISO/IEC 38500:2015, Information technology — Governance of IT for the Organization
36 Bibliography

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BS ISO/IEC 20000-10:2018
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