Standard
[WITHDRAWN]
ISO/IEC 20000-2:2012-02
Information technology - Service management - Part 2: Guidance on the application of service management systems
German title
Informationstechnik - Service Management - Teil 2: Allgemeine Verfahrensregeln für Service Management
Publication date
2012-02
Original language
English
Pages
85
Publication date
2012-02
Original language
English
Pages
85
Product information on this site:
Quick delivery via download or delivery service
Buy securely with a credit card or pay upon receipt of invoice
All transactions are encrypted
Content
Content (en)
Foreword
Introduction
Scope
Show subsection Close subsection Normative references
Terms and definitions
Service management system general requirements
Show subsection Close subsection Management responsibility
Show subsection Close subsection Management commitment
Show subsection Close subsection Top management responsibilities
Evidence of top management commitment
Top management communications
Service management objectives
Service management plan
Resources to support the service management plan
Contents of the service requirements
The role of top management in agreeing and meeting service requirements
Service provider's needs
Conflicting requirements
Risks to the service
Service management policy
Show subsection Close subsection Guidelines for the service management policy
Improvements and other changes to the policy
Authority, responsibility and communication
Show subsection Close subsection Authority and responsibility
Communication procedures
Management representative
Show subsection Close subsection Understanding of responsibilities
Responsibilities
Asset management
Reporting by the management representative
Governance of processes operated by other parties
Show subsection Close subsection Guidance on processes operated by other parties
Other parties
Demonstration of accountability and authority
Process performance and compliance
Determining process performance and compliance
Controlling the planning and prioritization of process improvements
Documentation management
Show subsection Close subsection Establish and maintain documents
Show subsection Close subsection Documents as evidence
Production of documents, including records
Control of documents
Control of records
Resource management
Show subsection Close subsection Provision of resources
Show subsection Close subsection Resources to implement the SMS
Approval of resources
Human resources
Show subsection Close subsection General
Competence, skills, training and experience
Establish and improve the SMS
Show subsection Close subsection Define scope
Plan the SMS (Plan)
Show subsection Close subsection Important planning aspects
Alignment of planning and agreements
Management roles, authorities and responsibilities
Process interfaces
Implement and operate the SMS (Do)
Monitor and review the SMS (Check)
Show subsection Close subsection General
Internal audit
Management review
Maintain and Improve the SMS (Act)
Show subsection Close subsection General
Management of improvements
Design and transition of new or changed services
Show subsection Close subsection General
Show subsection Close subsection Intent of the requirements
Concepts
Explanation of requirements
Plan new or changed services
Show subsection Close subsection The need for new or changed services
Changes with major impact on service or customer
Policy on changes with major impact
Managing change as a project
Contributions from other parties
Risk Assessment
Service acceptance criteria
Service removal
Design and development of new or changed services
Show subsection Close subsection Activities performed by the service provider, customer and other parties
Risk management
Service Design Activities
Show subsection Close subsection Design planning
Design and develop services
Transition of new or changed services
Documents and records
Authorities and responsibilities
Service delivery processes
Show subsection Close subsection Service level management
Show subsection Close subsection Intent of the requirements
Concepts
Explanation of requirements
Show subsection Close subsection Documentation of service commitments
Catalogue of services
Service level agreements
Managing the catalogue of services and service delivery
Managing other parties
Documents and records
Authorities and responsibilities
Service reporting
Show subsection Close subsection Intent of the requirements
Concepts
Explanation of requirements
Authorities and responsibilities
Service continuity and availability management
Show subsection Close subsection Intent of the requirements
Concepts
Explanation of requirements
Show subsection Close subsection Risk assessment and management
Service continuity policy
Service continuity and availability plans
Service continuity and availability monitoring and testing
Show subsection Close subsection Service continuity testing
Availability monitoring and testing
Management of risk to availability
Review after invocation of a service continuity plan
Documents and records
Authorities and responsibilities
Budgeting and accounting for services
Show subsection Close subsection Intent of the requirements
Concepts
Explanation of requirements
Show subsection Close subsection Policy
Cost types
Apportioning overheads and allocation of direct costs
Budgeting
Accounting
Charging
Documents and records
Authorities and responsibilities
Capacity management
Show subsection Close subsection Intent of the requirements
Concepts
Explanation of requirements
Show subsection Close subsection Capacity management activities
Capacity plan
Documents and records
Authorities and responsibilities
Information security management
Show subsection Close subsection Intent of the requirements
Concepts
Explanation of requirements
Show subsection Close subsection Information security policy
Information security controls
Risk assessment
Managing information security risks
Information security changes and incidents
Documents and records
Authorities and responsibilities
Relationship processes
Show subsection Close subsection Business relationship management
Show subsection Close subsection Intent of the requirements
Concepts
Explanation of the requirements
Show subsection Close subsection General
Customer service management reviews
Customer satisfaction
Documents and records
Authorities and responsibilities
Supplier management
Show subsection Close subsection Intent of the requirements
Concepts
Explanation of requirements
Show subsection Close subsection Managing contracts
Supplier details
Managing sub-contracted suppliers
Contractual disputes management
Contract termination
Documents and records
Authorities and responsibilities
Resolution processes
Show subsection Close subsection Incident and service request management
Show subsection Close subsection Intent of the requirements
Concepts
Explanation of requirements
Show subsection Close subsection Receiving and recording incidents and service requests
Incident and service request lifecycle and use of data
Major incident procedure
Documents and records
Authorities and responsibilities
Problem management
Show subsection Close subsection Intent of the requirements
Concepts
Explanation of requirements
Documents and records
Authorities and responsibilities
Control processes
Show subsection Close subsection Configuration management
Show subsection Close subsection Intent of the requirements
Concepts
Explanation of requirements
Show subsection Close subsection Configuration Management activities
Resources and capability
Identification and definition of CIs
Types of CIs
Maintenance of CIs
Documents and records
Authorities and responsibilities
Change management
Show subsection Close subsection Intent of the requirements
Concepts
Explanation of requirements
Show subsection Close subsection Change management policy
Planning and implementation
Reviewing the request for change
Emergency changes
Documents and records
Authorities and responsibilities
Release and deployment management
Show subsection Close subsection Intent of the requirements
Concepts
Explanation of requirements
Show subsection Close subsection Release policy
Release and deployment planning
Release and deployment practices
Testing of releases
Deployment activities and procedures
Documents and records
Authorities and responsibilities
Interfaces between processes and integration of processes with SMS (informative)
Bibliography
ICS
03.080.99,
03.100.70,
35.020,
35.240.60
Cooperation at DIN
Please get in touch with the relevant contact person at DIN if you have problems understanding the content of the standard or need advice on how to apply it.
Loading recommended items...
Loading recommended items...
Loading recommended items...
Loading recommended items...