{"id":136551,"date":"2024-10-19T07:52:44","date_gmt":"2024-10-19T07:52:44","guid":{"rendered":"https:\/\/pdfstandards.shop\/product\/uncategorized\/ieee-20000-2-2013\/"},"modified":"2024-10-25T00:02:41","modified_gmt":"2024-10-25T00:02:41","slug":"ieee-20000-2-2013","status":"publish","type":"product","link":"https:\/\/pdfstandards.shop\/product\/publishers\/ieee\/ieee-20000-2-2013\/","title":{"rendered":"IEEE 20000 2 2013"},"content":{"rendered":"

Adoption Standard – Active. Guidance on the application of service management systems (SMS) based on the requirements in IEEE Std 20000-2-2013 (ISO\/IEC 20000-1) is provided in this adoption of ISO\/IEC 20000-2:2012. This standard enables organizations and individuals to interpret ISO\/IEC 20000-1 more accurately and therefore to use it more effectively. The guidance includes examples and suggestions to enable organizations to interpret and apply ISO\/IEC 20000-1, including references to other parts of ISO\/IEC 20000 and other relevant standards. This includes guidance on the use of an SMS for the planning, design, transition, delivery and improvement of the SMS and services. At a minimum this includes service management policies, objectives, plans, service management processes, process interfaces, documentation, and resources. The SMS provides ongoing control, greater effectiveness, efficiency, and opportunities for continual improvement of service management and of services. It enables an organization to work effectively with a shared vision.<\/p>\n

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PDF Pages<\/th>\nPDF Title<\/th>\n<\/tr>\n
1<\/td>\nIEEE Std 20000-2-2013 Front Cover
\n <\/td>\n<\/tr>\n
3<\/td>\nTitle page <\/td>\n<\/tr>\n
6<\/td>\nNotice to users
\n
Laws and regulations
\n
Copyrights
\n
Updating of IEEE documents
\n
Errata
\n <\/td>\n<\/tr>\n
7<\/td>\nPatents
\n <\/td>\n<\/tr>\n
8<\/td>\nParticipants
\n <\/td>\n<\/tr>\n
10<\/td>\nContents of IEEE standard
\n <\/td>\n<\/tr>\n
11<\/td>\nImportant Notice
\n <\/td>\n<\/tr>\n
12<\/td>\nISO\/IEC 20000-2:2012 <\/td>\n<\/tr>\n
14<\/td>\nContents <\/td>\n<\/tr>\n
20<\/td>\n1 Scope
1.1 General <\/td>\n<\/tr>\n
21<\/td>\n1.2 Application
2 Normative references
3 Terms and definitions
4 Service management system general requirements
4.1 Management responsibility
4.1.1 Management commitment
4.1.1.1 Top management responsibilities <\/td>\n<\/tr>\n
22<\/td>\n4.1.1.2 Evidence of top management commitment <\/td>\n<\/tr>\n
23<\/td>\n4.1.1.3 Top management communications <\/td>\n<\/tr>\n
24<\/td>\n4.1.1.4 Service management objectives
4.1.1.5 Service management plan <\/td>\n<\/tr>\n
25<\/td>\n4.1.1.6 Resources to support the service management plan <\/td>\n<\/tr>\n
26<\/td>\n4.1.1.7 Contents of the service requirements
4.1.1.8 The role of top management in agreeing and meeting service requirements <\/td>\n<\/tr>\n
27<\/td>\n4.1.1.9 Service provider’s needs
4.1.1.10 Conflicting requirements
4.1.1.11 Risks to the service <\/td>\n<\/tr>\n
28<\/td>\n4.1.2 Service management policy
4.1.2.1 Guidelines for the service management policy <\/td>\n<\/tr>\n
29<\/td>\n4.1.2.2 Improvements and other changes to the policy
4.1.3 Authority, responsibility and communication
4.1.3.1 Authority and responsibility
4.1.3.2 Communication procedures <\/td>\n<\/tr>\n
30<\/td>\n4.1.4 Management representative
4.1.4.1 Understanding of responsibilities
4.1.4.2 Responsibilities <\/td>\n<\/tr>\n
31<\/td>\n4.1.4.3 Asset management
4.1.4.4 Reporting by the management representative <\/td>\n<\/tr>\n
32<\/td>\n4.2 Governance of processes operated by other parties
4.2.1 Guidance on processes operated by other parties
4.2.2 Other parties
4.2.3 Demonstration of accountability and authority <\/td>\n<\/tr>\n
33<\/td>\n4.2.4 Process performance and compliance
4.2.5 Determining process performance and compliance <\/td>\n<\/tr>\n
34<\/td>\n4.2.6 Controlling the planning and prioritization of process improvements
4.3 Documentation management
4.3.1 Establish and maintain documents
4.3.1.1 Documents as evidence
4.3.1.2 Production of documents, including records <\/td>\n<\/tr>\n
35<\/td>\n4.3.2 Control of documents <\/td>\n<\/tr>\n
36<\/td>\n4.3.3 Control of records
4.4 Resource management
4.4.1 Provision of resources
4.4.1.1 Resources to implement the SMS <\/td>\n<\/tr>\n
37<\/td>\n4.4.1.2 Approval of resources
4.4.2 Human resources
4.4.2.1 General <\/td>\n<\/tr>\n
38<\/td>\n4.4.2.2 Competence, skills, training and experience
4.5 Establish and improve the SMS
4.5.1 Define scope <\/td>\n<\/tr>\n
39<\/td>\n4.5.2 Plan the SMS (Plan)
4.5.2.1 Important planning aspects
4.5.2.2 Alignment of planning and agreements <\/td>\n<\/tr>\n
40<\/td>\n4.5.2.3 Management roles, authorities and responsibilities
4.5.2.4 Process interfaces <\/td>\n<\/tr>\n
41<\/td>\n4.5.3 Implement and operate the SMS (Do)
4.5.4 Monitor and review the SMS (Check)
4.5.4.1 General
4.5.4.2 Internal audit <\/td>\n<\/tr>\n
42<\/td>\n4.5.4.3 Management review
4.5.5 Maintain and Improve the SMS (Act)
4.5.5.1 General <\/td>\n<\/tr>\n
43<\/td>\n4.5.5.2 Management of improvements
5 Design and transition of new or changed services
5.1 General
5.1.1 Intent of the requirements
5.1.2 Concepts <\/td>\n<\/tr>\n
44<\/td>\n5.1.3 Explanation of requirements
5.2 Plan new or changed services
5.2.1 The need for new or changed services
5.2.2 Changes with major impact on service or customer
5.2.3 Policy on changes with major impact <\/td>\n<\/tr>\n
45<\/td>\n5.2.4 Managing change as a project
5.2.5 Contributions from other parties <\/td>\n<\/tr>\n
46<\/td>\n5.2.6 Risk Assessment
5.2.7 Service acceptance criteria
5.2.8 Service removal <\/td>\n<\/tr>\n
47<\/td>\n5.3 Design and development of new or changed services
5.3.1 Activities performed by the service provider, customer and other parties
5.3.2 Risk management <\/td>\n<\/tr>\n
48<\/td>\n5.3.3 Service Design Activities
5.3.3.1 Design planning <\/td>\n<\/tr>\n
49<\/td>\n5.3.3.2 Design and develop services <\/td>\n<\/tr>\n
50<\/td>\n5.4 Transition of new or changed services
5.5 Documents and records <\/td>\n<\/tr>\n
51<\/td>\n5.6 Authorities and responsibilities
6 Service delivery processes
6.1 Service level management
6.1.1 Intent of the requirements
6.1.2 Concepts <\/td>\n<\/tr>\n
52<\/td>\n6.1.3 Explanation of requirements
6.1.3.1 Documentation of service commitments
6.1.3.2 Catalogue of services <\/td>\n<\/tr>\n
53<\/td>\n6.1.3.3 Service level agreements <\/td>\n<\/tr>\n
54<\/td>\n6.1.3.4 Managing the catalogue of services and service delivery <\/td>\n<\/tr>\n
55<\/td>\n6.1.3.5 Managing other parties
6.1.4 Documents and records
6.1.5 Authorities and responsibilities <\/td>\n<\/tr>\n
56<\/td>\n6.2 Service reporting
6.2.1 Intent of the requirements
6.2.2 Concepts
6.2.3 Explanation of requirements <\/td>\n<\/tr>\n
57<\/td>\n6.2.4 Authorities and responsibilities
6.3 Service continuity and availability management
6.3.1 Intent of the requirements
6.3.2 Concepts <\/td>\n<\/tr>\n
58<\/td>\n6.3.3 Explanation of requirements
6.3.3.1 Risk assessment and management
6.3.3.2 Service continuity policy <\/td>\n<\/tr>\n
59<\/td>\n6.3.3.3 Service continuity and availability plans <\/td>\n<\/tr>\n
60<\/td>\n6.3.4 Service continuity and availability monitoring and testing
6.3.4.1 Service continuity testing
6.3.4.2 Availability monitoring and testing <\/td>\n<\/tr>\n
61<\/td>\n6.3.4.3 Management of risk to availability
6.3.4.4 Review after invocation of a service continuity plan
6.3.5 Documents and records <\/td>\n<\/tr>\n
62<\/td>\n6.3.6 Authorities and responsibilities
6.4 Budgeting and accounting for services
6.4.1 Intent of the requirements <\/td>\n<\/tr>\n
63<\/td>\n6.4.2 Concepts
6.4.3 Explanation of requirements
6.4.3.1 Policy
6.4.3.2 Cost types <\/td>\n<\/tr>\n
64<\/td>\n6.4.3.3 Apportioning overheads and allocation of direct costs
6.4.3.4 Budgeting
6.4.3.5 Accounting <\/td>\n<\/tr>\n
65<\/td>\n6.4.3.6 Charging
6.4.4 Documents and records
6.4.5 Authorities and responsibilities
6.5 Capacity management
6.5.1 Intent of the requirements
6.5.2 Concepts <\/td>\n<\/tr>\n
66<\/td>\n6.5.3 Explanation of requirements
6.5.3.1 Capacity management activities <\/td>\n<\/tr>\n
67<\/td>\n6.5.3.2 Capacity plan <\/td>\n<\/tr>\n
68<\/td>\n6.5.4 Documents and records
6.5.5 Authorities and responsibilities
6.6 Information security management
6.6.1 Intent of the requirements <\/td>\n<\/tr>\n
69<\/td>\n6.6.2 Concepts
6.6.3 Explanation of requirements
6.6.3.1 Information security policy
6.6.3.2 Information security controls <\/td>\n<\/tr>\n
70<\/td>\n6.6.3.3 Risk assessment
6.6.3.4 Managing information security risks <\/td>\n<\/tr>\n
71<\/td>\n6.6.3.5 Information security changes and incidents
6.6.4 Documents and records
6.6.5 Authorities and responsibilities <\/td>\n<\/tr>\n
72<\/td>\n7 Relationship processes
7.1 Business relationship management
7.1.1 Intent of the requirements
7.1.2 Concepts
7.1.3 Explanation of the requirements
7.1.3.1 General <\/td>\n<\/tr>\n
73<\/td>\n7.1.3.2 Customer service management reviews
7.1.3.3 Customer satisfaction <\/td>\n<\/tr>\n
74<\/td>\n7.1.4 Documents and records
7.1.5 Authorities and responsibilities <\/td>\n<\/tr>\n
75<\/td>\n7.2 Supplier management
7.2.1 Intent of the requirements
7.2.2 Concepts <\/td>\n<\/tr>\n
76<\/td>\n7.2.3 Explanation of requirements
7.2.3.2 Supplier details <\/td>\n<\/tr>\n
77<\/td>\n7.2.3.3 Managing sub-contracted suppliers
7.2.3.4 Contractual disputes management
7.2.3.5 Contract termination
7.2.4 Documents and records <\/td>\n<\/tr>\n
78<\/td>\n7.2.5 Authorities and responsibilities
8 Resolution processes
8.1 Incident and service request management
8.1.1 Intent of the requirements
8.1.2 Concepts <\/td>\n<\/tr>\n
79<\/td>\n8.1.3 Explanation of requirements
8.1.3.1 Receiving and recording incidents and service requests
8.1.3.2 Incident and service request lifecycle and use of data <\/td>\n<\/tr>\n
80<\/td>\n8.1.4 Major incident procedure
8.1.5 Documents and records <\/td>\n<\/tr>\n
81<\/td>\n8.1.6 Authorities and responsibilities
8.2 Problem management
8.2.1 Intent of the requirements
8.2.2 Concepts <\/td>\n<\/tr>\n
82<\/td>\n8.2.3 Explanation of requirements <\/td>\n<\/tr>\n
84<\/td>\n8.2.4 Documents and records
8.2.5 Authorities and responsibilities
9 Control processes
9.1 Configuration management
9.1.1 Intent of the requirements
9.1.2 Concepts <\/td>\n<\/tr>\n
85<\/td>\n9.1.3 Explanation of requirements
9.1.3.1 Configuration Management activities
9.1.3.2 Resources and capability <\/td>\n<\/tr>\n
86<\/td>\n9.1.3.3 Identification and definition of CIs
9.1.3.4 Types of CIs
9.1.3.5 Maintenance of CIs <\/td>\n<\/tr>\n
87<\/td>\n9.1.4 Documents and records
9.1.5 Authorities and responsibilities <\/td>\n<\/tr>\n
88<\/td>\n9.2 Change management
9.2.1 Intent of the requirements
9.2.2 Concepts
9.2.3 Explanation of requirements
9.2.3.1 Change management policy <\/td>\n<\/tr>\n
89<\/td>\n9.2.3.2 Planning and implementation
9.2.3.3 Reviewing the request for change <\/td>\n<\/tr>\n
90<\/td>\n9.2.3.4 Emergency changes
9.2.4 Documents and records
9.2.5 Authorities and responsibilities <\/td>\n<\/tr>\n
91<\/td>\n9.3 Release and deployment management
9.3.1 Intent of the requirements
9.3.2 Concepts <\/td>\n<\/tr>\n
92<\/td>\n9.3.3 Explanation of requirements
9.3.3.1 Release policy
9.3.3.2 Release and deployment planning <\/td>\n<\/tr>\n
93<\/td>\n9.3.3.3 Release and deployment practices <\/td>\n<\/tr>\n
94<\/td>\n9.3.3.4 Testing of releases
9.3.3.5 Deployment activities and procedures
9.3.4 Documents and records <\/td>\n<\/tr>\n
95<\/td>\n9.3.5 Authorities and responsibilities <\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":"

IEEE Standard — Adoption of ISO\/IEC 20000-2:2012, Information technology — Service management — Part 2: Guidance on the application of service management systems<\/b><\/p>\n\n\n\n\n
Published By<\/td>\nPublication Date<\/td>\nNumber of Pages<\/td>\n<\/tr>\n
IEEE<\/b><\/a><\/td>\n2013<\/td>\n105<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"featured_media":136554,"template":"","meta":{"rank_math_lock_modified_date":false,"ep_exclude_from_search":false},"product_cat":[2644],"product_tag":[],"class_list":{"0":"post-136551","1":"product","2":"type-product","3":"status-publish","4":"has-post-thumbnail","6":"product_cat-ieee","8":"first","9":"instock","10":"sold-individually","11":"shipping-taxable","12":"purchasable","13":"product-type-simple"},"_links":{"self":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product\/136551","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product"}],"about":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/types\/product"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/media\/136554"}],"wp:attachment":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/media?parent=136551"}],"wp:term":[{"taxonomy":"product_cat","embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product_cat?post=136551"},{"taxonomy":"product_tag","embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product_tag?post=136551"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}