INTERNATIONAL STANDARD ISO/IEC 20000-2
ISO/IEC. 20000-2. Reference number. ISO/IEC 20000-2:2019(E). Third edition. 2019-08. © ISO/IEC 2019. This is a preview - click here to buy the full publication
ISO/IEC 20000-10:2018(E)
3 Jan 2018 h) Figures 1 and 2 have been updated with currently published ISO/IEC 20000 parts; i) references to ISO/IEC 20000-4 ISO/IEC TR 20000-9 and ...
What is ISO 20000 - and how can it help you manage your IT services?
2. Certification Audit: If the company approves the ISO/IEC 20000 certification proposal it then carries out the certification audit. This audit is basically
iso-20000.pdf
ManageEngine has earned. ISO/IEC 27001:2013 certification for. Applications Systems
Service management plan contents list template and guidance
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What is ISO 20000 - and how can it help you manage your IT services?
2. Certification Audit: If the company approves the ISO/IEC 20000 certification proposal it then carries out the certification audit. This audit is basically
ISO/IEC 20000
25 May 2018 A mapping between requirements in ISO/IEC 20000-1:2011 and ISO/IEC FDIS 20000-1 ... Table 2: Clause cross reference from ISO/IEC FDIS 20000-1 to ...
RCB Terms and Conditions for Registration - APMG ISO/IEC 20000
Annex 1: RCBs Must meet the Additional ISO/IEC 20000-6:2017 Requirements ..................... 17. Annex 2: APMG/ISO 20000 Auditor Competency ...
INTERNATIONAL STANDARD ISO/IEC 20000-2
15 Feb 2012 Page 3. ISO/IEC 20000-2:2012(E). © ISO/IEC 2012 – All rights reserved iii. Contents. Page. Foreword .
ISO/IEC 20000
Project Managers and Service Managers. - enemies or close friends? Page 2. BCS Spring School March 9th 2022. Lynda Cooper. ISO/IEC 20000-1 Project editor
Template Séminaire_Atelier 2009
Les bases de la norme ISO 20000 (2005) ISO/IEC 20000-2:2012. Code de bonnes pratiques ... Les processus s'appuient sur ITIL V2 (support et fourniture de.
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2. ITIL V2 : 8 ouvrages. 10 processes au coeur du management des ISO/IEC 20000-2:2012 ... L'exigence sur le processus plus faible dans ISO 20000 ...
INTERNATIONAL STANDARD ISO/IEC 20000-2
ISO/IEC. 20000-2. Second edition. 2012-02-15. Information technology — Service management —. Part 2: Guidance on the application of service.
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INTERNATIONAL STANDARD ISO/IEC 20000-2
Partie 2: Directives relatives à l'application des systèmes de management des services. STANDARD. ISO/IEC. 20000-2. Reference number. ISO/IEC 20000-2:2019(E).
NORME INTERNATIONALE ISO/CEI 20000-1
15 avr. 2011 Les Normes internationales sont rédigées conformément aux règles données dans les Directives ISO/CEI. Partie 2. La tâche principale du comité ...
Introduction à ISO 20000
17 août 2016 recommandations associées (ISO 20000 Part 2). Il insiste sur les objectifs de la mise en œuvre d'ISO 20000 et les enjeux de.
LÉtude ISO 2015 sur la certification de conformité aux normes de
ISO/TS 16949. 62 944. 57 950. 4 994. 9 %. ISO 13485. 26 255. 26 280. -25. -01 %. ISO 22301. 3 133. 1 757. 1 376. 78 %. ISO 20000-1. 2 778. 2 778.
La Lettre
La norme ISO/IEC 20000 « Technologies de l'information - Gestion de services » s'appuie sur les ISO 20000 ajoute à ITIL V2 un processus pour la.
INTERNATIONAL STANDARD ISO/IEC 20000-2
20000-2. Reference number. ISO/IEC 20000-2:2019(E). Third edition. 2019-08. © ISO/IEC 2019. This preview is downloaded from www.sis.se.
INTERNATIONAL ISO/IEC STANDARD 20000-2
INTERNATIONAL ISO/IEC STANDARD 20000-2 Information technology — Service management — Part 2: Guidance on the application of service management systems AMENDMENT 1 Technologies de l'information — Gestion des services — Partie 2: Directives relatives à l'application des systèmes de management des services AMENDEMENT 1 ©ISO/IEC 2020
Information technology — Service management
ISO/IEC 20000-2 provides guidance on the application of service management systems including examples of how to meet the requirements specified in this document ISO/IEC 20000-10 provides information on all of the parts of the ISO/IEC 20000 series benefits misperceptions and other related standards
Is an ISO 20000 certification useful? - Quora
ISO/IEC 20000-2 was prepared by Joint Technical Committee ISO/IEC JTC 1 Information technology Subcommittee SC 7 Software and systems engineering This second edition cancels and replaces the first edition (ISO/IEC 20000-2:2005) which has been technically revised The major differences are as follows:
Information technology — Service management - ANSI Webstore
This document (ISO/IEC 20000-2) is intentionally independent of guidance for the management of any specific type of service The organization can use a combination of generally accepted frameworks and its own experience Improvement for service management can use common improvement methodologies and apply them to the SMS and the services
ISO/IEC 20000 - BSI
ISO/IEC 20000 is based on the management system model for continual improvement The standard provides a framework of requirements for organizations to: Develop an IT service management plan that clearly defines objectives and targets Define service delivery requirements Clarify roles and responsibilities
Information technology — Service management
ISO/IEC 20000-2 Requirements for bodies providing audit and certification of an SMS can be found in ISO/IEC 20000-6 which recommends the use of this document 2 Normative references The following documents are referred to in the text in such a way that some or all of their content constitutes requirements of this document
ISO/IEC 20000-1: Clarifying measurements
Within ISO/IEC 20000-1 most of the measurement requirements can be found in clauses 9 2 (Internal audit) 9 3 (Management review) 9 4 (Service reporting) 10 1 (Nonconformity and corrective action) and 10 2 (Continual improvement) and then supported by clause 9 1 (Monitoring measurement analysis and evaluation) There are in
INTERNATIONAL ISO/IEC STANDARD 20000-1
ISO/IEC 20000 consists of the following parts under the general title Information technology — Service management: ?Part 1: Service management system requirements ?Part 2: Guidance on the application of service management systems1) 1) To be published (Technical revision of ISO/IEC 20000-2:2005 )
CMMI ITIL and ISO 20000: A Mutually Supportive Relationship
• ISO 20000 is a standard for the requirements of an IT service management system It can complement CMMI for Services or vice versa • But ISO 20000 does not provide a way to measure improvement • Since CMMI can provide a framework to support implementing improvement some organisations have
INTERNATIONAL ISO STANDARD 80000-2 - iTeh Standards Store
ISO 80000-2:2019(E) Foreword ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies) The work of preparing International Standards is normally carried out through ISO technical committees Each member body interested in a subject for which a technical
hOW CAN YOu MANAGE YOuR IT SERVICES TO MEET YOuR - SGS
ISO 20000 Information Technology Service Management Certification demonstrates how you manage your IT services against international benchmarking and helps promote an integrated process to deliver quality IT management services It proves you have successfully integrated IT systems across your business functions to achieve seamless operations
Searches related to iso 20000 2 filetype:pdf
This part of ISO/IEC 20000 is a service management system (SMS) standard It specifies requirements for the service provider to plan establish implement operate monitor review maintain and improve an SMS The requirements include the design transition delivery and improvement of services to fulfil service requirements
Is an ISO 20000 certification useful?
- When you achieve ISO/IEC 20000-1 certification you’ll be able to show customers and stakeholders your commitment to delivering a quality service. It’s a great opportunity to celebrate your achievement, promote your business and show that you are an agile organization who responds to the changing service delivery environment.
How to structure ISO 20000 documentation?
- ISO 20000 documentation. As part of implementing an ISO 20000-compliant SMS, you will be required to produce documentation aligned with the Standard. Although there is no particular approach for how to structure your documentation, you will need to produce documents and records for all processes in the scope of ISO 20000, and the number you ...
What are all the factors of 20000?
- Factors of 2000. Factors of 2000 are 1, 2, 4, 5, 8, 10, 16, 20, 25, 40, 50, 80, 100, 125, 200, ...
What is the real scope of ISO/IEC 20000?
- The ISO 20000 standard describes methodology and a set of management processes designed to establish, maintain and improve Service Management System (SMS) in order to help you deliver effective IT services (both within your business and to your customers).
Reference number
ISO/IEC 20000-2:2012(E)
ISO/IEC 2012
INTERNATIONAL
STANDARD
ISO/IEC
20000-2
Second edition
2012-02-15
Information technology - Service
management -Part 2:
Guidance on the application of service
management systems Technologies de l'information - Gestion des services - Partie 2: Directives relatives à l'application des systèmes de management des services This is a preview - click here to buy the full publicationISO/IEC 20000-2:2012(E)
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ii© ISO/IEC 2012 - All rights reserved
This is a preview - click here to buy the full publicationISO/IEC 20000-2:2012(E)
© ISO/IEC 2012 - All rights reserved iii
Contents Page
Foreword .................................................................... ......................................................................................... v Introduction ........................................................... ............................................................................................. vi1Scope ..................................................................
.................................................................................... 11.1General ................................................................
................................................................................... 11.2Application ............................................................
................................................................................. 22Normative references ...............................................................
............................................................. 23Terms and definitions ..............................................................
............................................................. 24Service management system general requirements ................................................................
......... 24.1Management responsibility .......................................................................
........................................... 24.2Governance of processes operated by other parties ......................................................................
134.3Documentation management .............................................................
................................................ 154.4Resource management .....................................................................
.................................................. 174.5Establish and improve the SMS ........................................................................
................................. 195Design and transition of new or changed services ....................................................................
..... 245.1General ................................................................
................................................................................. 245.2Plan new or changed services ..................................................................
......................................... 255.3Design and development of new or changed services ...............................................................
.... 285.4Transition of new or changed services ...................................................................
.......................... 315.5Documents and records ........................................................................
............................................. 315.6Authorities and responsibilities ........................................................................
................................. 326Service delivery processes ........................................................................
........................................ 326.1Service level management .............................................................
.................................................... 326.2Service reporting ........................................................................
......................................................... 376.3Service continuity and availability management ........................................................................
..... 386.4Budgeting and accounting for services ...................................................................
......................... 436.5Capacity management ........................................................................
................................................ 466.6Information security management ........................................................................
............................. 497Relationship processes ..............................................................
........................................................ 537.1Business relationship management ........................................................................
.......................... 537.2Supplier management .................................................................
........................................................ 568Resolution processes ................................................................
......................................................... 598.1Incident and service request management ........................................................................
.............. 598.2Problem management .................................................................
........................................................ 629Control processes ........................................................................
....................................................... 659.1Configuration management .............................................................
................................................... 659.2Change management ........................................................................
.................................................. 699.3Release and deployment management ........................................................................
..................... 72Annex A (informative) Interfaces between processes and integration of processes with SMS ............. 77
Bibliogr
aphy ....................................................................... ............................................................................... 84Figures and Tables
Figure 1 PDCA methodology applied to service management ...............................................................
viiFigure 2 Service ma
nagement system ................................................................... ..................................... 1Figure 3 Example of relationship with lead
suppliers and sub-contracted suppliers .......................... 58 This is a preview - click here to buy the full publicationISO/IEC 20000-2:2012(E)
iv © ISO/IEC 2012 - All rights reservedTable 1 Example matrix of incident resolution target times based on priorities ..................................60
Table A.1 Interfaces and integration for design and transition of new or changed services ..............77
Table A.2 Interfaces and integration for SLM ........................................................................
....................77Table A.3 Interfaces and integration for service reporting ......................................................................78
Table A.4 Interfaces and integration for service continuity and availability management ..................78
Table A.5 Interfaces and integration for budgeting and accounting for services .................................79
Table A.6 Interfaces and integration for capacity management .............................................................
79Table A.7 Interfaces and integration for ISM ........................................................................
.....................80Table A.8 Interfaces and integration for BRM ........................................................................
...................80Table A.9 Interfaces and integration for supplier management .............................................................
.81Table A.10 Interfaces and integration for in
cident and service request management .........................81Table A.11 Interfaces and integration for problem management ............................................................8
2Table A.12 Interfaces and integrati
on for configurati on management ...................................................82Table A.13 Interfaces and integration for change management .............................................................83
Table A.14 Interfaces and integration for release and deployment management .................................83
This is a preview - click here to buy the full publicationISO/IEC 20000-2:2012(E)
© ISO/IEC 2012 - All rights reserved v
Foreword
ISO (the International Organization for Standardization) and IEC (the International ElectrotechnicalCommission) form the specialized system for worldwide standardization. National bodies that are members of
ISO or IEC participate in the development of International Standards through technical committeesestablished by the respective organization to deal with particular fields of technical activity. ISO and IEC
technical committees collaborate in fields of mutual interest. Other international organizations, governmental
and non-governmental, in liaison with ISO and IEC, also take part in the work. In the field of information
technology, ISO and IEC have established a joint technical committee, ISO/IEC JTC 1.International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.
The main task of the joint technical committee is to prepare International Standards. Draft International
Standards adopted by the joint technical committee are circulated to national bodies for voting. Publication as
an International Standard requires approval by at least 75 % of the national bodies casting a vote.Attention is drawn to the possibility that some of the elements of this document may be the subject of patent
rights. ISO and IEC shall not be held responsible for identifying any or all such patent rights. ISO/IEC 20000-2 was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology, Subcommittee SC 7, Software and systems engineering.This second edition cancels and replaces the first edition (ISO/IEC 20000-2:2005), which has been technically
revised. The major differences are as follows: closer alignment to ISO 9001 and ISO/IEC 27001; changes in terminology to reflect international usage; new guidance on governance of processes operated by other parties; more guidance on defining the scope of the SMS; more guidance on continual improvement of the SMS and services; more guidance on the design and transition of new or changed services.ISO/IEC 20000 consists of the following parts, under the general title Information technology - Service
management:Part 1: Service management system requirements
Part 2: Guidance on the application of service management systems Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1 [Technical Report] Part 4: Process reference model [Technical Report] Part 5: Exemplar implementation plan for ISO/IEC 20000-1 [Technical Report] This is a preview - click here to buy the full publicationISO/IEC 20000-2:2012(E)
vi © ISO/IEC 2012 - All rights reservedIntroduction
This part of ISO/IEC 20000 provides guidance on the application of service management systems (SMS)based on ISO/IEC 20000-1. This part of ISO/IEC 20000 does not add any requirements to those stated in
ISO/IEC 20000-1 and does not state explicitly how evidence can be provided to an assessor or auditor. The
intent of this part of ISO/IEC 20000 is to enable organizations and individuals to interpret ISO/IEC 20000-1
more accurately, and therefore use it more effectively.An SMS is defined in ISO/IEC 20000-1 as a management system to direct, monitor and control the service
management activities of the service provider. The SMS should include what is required for the planning,
design, transition, delivery and improvement of services. At a minimum this includes service management
policies, objectives, plans, processes, process interfaces, documentation and resources. The SMS encompasses all the processes as an over-arching management system, with the service management processes as part of the SMS. Coordinated integration and implementation of an SMS provides ongoing control, greater effectiveness,efficiency and opportunities for continual improvement. It enables an organization to work effectively with a
shared vision. The operation of processes as specified in Clauses 5 to 9 requires personnel to be well
organized and coordinated. Appropriate tools may be used to enable the service management processes to
be effective and efficient. The most effectual organizations consider the impact of the SMS through all stages
of the service lifecycle, from planning and design to transition and operation, including continual improvement.
This part of ISO/IEC 20000 provides 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.Users of International Standards are responsible for their correct application. It is important for organizations
and individuals using ISO/IEC 20000 to understand the points listed below.ISO/IEC 20000-1 does not purport to include all necessary statutory and regulatory requirements, or all
contractual obligations of the service provider. Conformity to ISO/IEC 20000-1 does not of itself confer
immunity from statutory obligations. ISO/IEC 20000-1 is applicable to internal and external, large and small, and commercial and non- commercial service providers. ISO/IEC 20000-1 promotes the adoption of an integrated process approach when planning, establishing, implementing, operating, monitoring, measuring, reviewing, maintaining and improving an SMS for the design, transition, improvement and delivery of services that fulfil service requirements. ISO/IEC 20000 promotes the application of the methodology known as "Plan-Do-Check-Act" (PDCA) to the SMS and the services. The PDCA methodology, shown in Figure 1, can be briefly described as follows:Plan: establishing, documenting and agreeing the SMS including the policies, objectives, plans and processes
necessary to design and deliver services in accordance with business needs, customer requirements and the
service provider's policies.Do: implementing and operating the SMS for the design, transition, delivery and improvement of the services.
Check: monitoring, measuring and reviewing the SMS and the services against the plans, policies, objectives
and requirements and reporting the results.Act: taking actions to continually improve performance of the SMS. This includes the service management
processes and the services. This is a preview - click here to buy the full publicationISO/IEC 20000-2:2012(E)
© ISO/IEC 2012 - All rights reserved vii
When used within an SMS, the following are the most important aspects of an integrated process approach
and the PDCA methodology: a) understanding and fulfilling the service requirements to achieve customer satisfaction; b) establishing the policy and objectives for service management; c) designing and delivering services based on the SMS that add value for the customer; d) monitoring, measuring and reviewing performance of the SMS and the services; e) continually improving the SMS and the services based on objective measurements.Where other management systems are present, the implementation of an SMS, with the adoption of a process
approach and the PDCA methodology, enables the service provider to align or fully integrate theorganization's management systems. For example, it is possible to integrate ISO/IEC 20000 with a quality
management system based upon ISO 9001 and/or an information security management system based upon ISO/IEC 27001. An integrated management system approach increases efficiency, establishes clear accountability and traceability and enhances organizational planning, communication and control.ServicesService
Management
System
Service
Management
Processes
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