ISO/IEC 20000-1:2011 - A Pocket Guide (eBook)

Colophon 5
Acknowledgements 6
Foreword 8
1 Introduction 12
1.1 Purpose of this book 12
1.2 Structure of this book 13
1.3 Audience for this book 15
2 Overview of ISO/IEC 20000 18
2.1 The ISO/IEC 20000 Series 18
2.2 History of ISO/IEC 20000 19
2.3 Purpose of ISO/IEC 20000 24
2.4 Contributions and benefits 27
3 Development of ISO standards 36
4 Accreditation, certification and assessment 40
4.1 Accreditation 40
4.2 Certification training for individuals 41
4.3 Assessments and audits 44
4.4 Certification 47
4.5 Scoping and applicability 50
5 Relationships to frameworks 54
5.1 Relationship to ITIL® 54
5.2 Relationship to risk management 57
6 Alignment with other standards 62
6.1 Alignment with ISO 9001 62
6.2 Alignment with ISO/IEC 27001 63
7 ISO/IEC 20000 and communication 72
8 ISO/IEC 20000-1:2011 78
8.1 Management in general 78
8.2 Scope – clause 1 of ISO/IEC 20000-1 78
8.3 Application – clause 1.2 of ISO/IEC 20000-1 79
8.4 (4) Service management system general requirements 81
8.5 (5) Design and transition of new or changed services 95
8.6 (5.2) Plan new or changed services 97
8.7 (5.3) Design and development of new or changed services 98
8.8 (5.4) Transition of new or changed services 99
8.9 (6) Service delivery processes 100
8.10 (7) Relationship processes 113
8.11 (8) Resolution processes 118
8.12 (9) Control processes 121
9 ISO/IEC 20000 self-assessment 128
9.1 Preparation 128
9.2 Assessment and reporting 129
9.3 Review and act 129
Annex A Glossary: terminology and definitions 132
Annex B ISO/IEC 20000-1:2011 changes 140
B.1 Name change 140
B.2 Changes in structure and size 140
B.3 Integrated Management System 143
B.4 Other noticeable changes 145
B.5 Major non-process-specific differences 145
B.6 Changes in terms and definitions 147
B.7 New requirements of ISO/IEC 20000-1:2011 149