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BS ISO/IEC 20000-10:2018 Information technology. Service management - Concepts and vocabulary, 2018
- National foreword
- Foreword
- Introduction
- 1 Scope
- 2 Normative references
- 3 Terms and definitions [Go to Page]
- 3.1 Terms specific to management system standards
- 3.2 Terms specific to service management used in the ISO/IEC 20000 series
- 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)
- 5 Service management systems (SMS) [Go to Page]
- 5.1 General
- 5.2 What is an SMS?
- 5.3 The integrated approach
- 5.4 Continual improvement
- 5.5 Benefits of an SMS based on ISO/IEC 20000‑1 [Go to Page]
- 5.5.1 General benefits of an SMS
- 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
- 5.6 Misperceptions about an SMS and ISO/IEC 20000‑1 [Go to Page]
- 5.6.1 General
- 6 Overview of the parts of ISO/IEC 20000 [Go to Page]
- 6.1 General
- 6.2 ISO/IEC 20000‑1:2018, Service management system requirements [Go to Page]
- 6.2.1 Scope
- 6.2.2 Purpose
- 6.3 ISO/IEC 20000‑2, Guidance on application of service management systems [Go to Page]
- 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 [Go to Page]
- 6.4.1 Scope
- 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 [Go to Page]
- 6.5.1 Scope
- 6.5.2 Purpose
- 6.5.3 Relationship with ISO/IEC 20000‑1
- 6.6 ISO/IEC 20000‑6:2017, Requirements for bodies providing audit and certification of service management systems [Go to Page]
- 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® [Go to Page]
- 6.7.1 Scope
- 6.7.2 Purpose
- 6.7.3 Relationship with ISO/IEC 20000‑1
- 6.8 ISO/IEC TR 20000‑12:2016, Guidance on the relationship between ISO/IEC 20000‑1:2011 and service management frameworks: CMMI-SVC® [Go to Page]
- 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 [Go to Page]
- 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 [Go to Page]
- 7.2.1 Scope
- 7.2.2 Purpose
- 7.2.3 Relationship with ISO/IEC 20000‑1
- 7.3 Other related International Standards [Go to Page]
- 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
- 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
- 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
- 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
- Bibliography [Go to Page]
