Bsi bip 0134 2013

BS I Standard s Publ i ca tion

The IT Service Managemen t Co l lection

Th is co l lection includes the fo l lowing standa rds and books:

BS I SO/ I EC 20000 - 1 : 20 1 1 , I n form a ti on tech n o l og y. Serv i ce m a n a g em en t pa rt 1 : Serv i ce m a n a g em en t

system req u i rem en ts

BS I SO/ I EC 20000 -2 : 20 1 2 , I n form a ti on tech n o l og y. Serv i ce m a n a g em en t pa rt 2 . G u i d a n ce on th e a pp l i ca ti on o f

serv i ce m a n a g em en t system s

A M a n a g er’ s G u i d e to Serv i ce M a n a g em en t 6 th ed i ti on

A G u i d e to th e n

BS I SO / I EC 20000 - 1 : 20 1 1 , I n forma tio n te ch no lo g y. Serv ice ma nag eme n t p a rt 1 : Serv ice m an ag em en t system re q u i remen ts BS I SO / I EC 20000 -2 : 20 1 2 , I n form a tion te chn o log y . Se rv ice m a nag em en t pa rt 2 . G u i d an ce on the app l ica t ion of servi ce m ana g em en t system s A M an ag er ’ s G u i d e to Servi ce M an ag em en t 6th ed i tio n A G u id e to the n

A G u i d e to th e n ew I SO/ I EC 20000 - 1 : Th e d i fferen ces be tween th e 2005 a n d 20 1 1 ed i ti on s

I n trod u cti on to th e I SO/ I EC 20000 seri es : I T Serv i ce M a n a g em en t

The I T Servi ce M an agemen t Co l l ection

F i rst pub l i shed in the UK in 201 3

By

B S I

389 Ch i swi ck H igh Road

London W4 4AL

© The B ri ti sh Standa rd s I n st i tu tion 201 3

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a t the above add ress .

B S I h a s no respon sib i l i ty for the pers i sten ce or a ccu racy of URLs for externa l or th i rd -pa rty in ternet webs i tes referred to in

th i s book, and does not gua ran tee th a t any con ten t on su ch webs i tes i s, or wi l l rem a in , a ccu ra te or appropri a te .

Prin ted in G rea t B ri ta in by Bertforts G roup . www.bertforts . com

British L ibrary Cata loguing in Publication Data

A ca ta logue record for th i s book i s ava i l ab l e from the B ri ti sh Libra ry

I SBN 978-0-580-78846-8

Overview

The IT Service Managemen t Co l lection

Th i s co l l ection con ta in s a l l the key documen ts for those th a t wi sh to understand IT servi ce man agemen t

best pra cti ce and I SO/I EC 20000 . The co l l ect ion in cl udes I SO /I EC 20000-1 , the requ i remen ts for a servi ce

man agemen t system , wh i ch provides the ba s i s for an independen t cert i fi ca tion aud i t and a s a compa ct

l i st of best pra ct i ce fea tu re , a we l l estab l i shed and popu l a r standa rd . The co l l ection a l so i n cl udes

I SO /I EC 20000-2 , wi th pra cti ca l ad vi ce and exp l ana t ion s of how to most effect i ve l y bu i l d and u se servi ce

man agemen t system s .

These two key pa rts of the I SO/I EC 20000 series a re supported by books , wri tten by th ree au thors

close l y in vo l ved i n the deve l opmen t of I SO /I EC 20000 : J enn y Dugmore , Sh i rl ey La cy and Lynd a Cooper. A

Guide to the new ISO/IEC 20000-1 : The differences between the 2005 and 201 1 editions i s a exp l an a tion

of the d i fferen ces between the fi rst ed i tion of I SO/I EC 20000-1 , pub l i shed i n 2005 and the second

ed i tion pub l i shed in 201 1 tha t wi l l be very u sefu l to anyone con verti ng to the second ed i t ion .

I t describes key ch anges for examp l e ; closer a l i gnmen t wi th ITI L and other m anagemen t system s su ch

a s I SO 9001 and I SO 27001 , and the in trodu ction of new requ i remen ts for the des ign and tran s i tion of

new or ch anged servi ces.

Introduction to the ISO/IEC 20000 series: IT Service Management i s a u ser fri end l y in trodu ction to the

who l e I SO/I EC 20000 series . I t expand s on I SO /I EC 20000-1 , provid ing ea s i l y-understood deta i l ed ad vi ce

on wh a t the requ i remen ts mean , for to imp l emen t, wh a t eviden ce wi l l be requ i red for an aud i t and

the ever importan t ‘who does wh a t’ .

A Manager’s Guide to Service Management 6

th edition meets the need for a generi c, broad l y ba sed

book on servi ce man agemen t. I t provi des a ba s i c i n trodu ct ion to how to de l i ver servi ces tha t add va l ue

for cu stomers a t the righ t cost and ri sk. I t describes the broader servi ce m anagemen t l and scape . I t

describes a sset man agemen t, in form a tion secu ri ty, I T en ab l ed servi ces and bu s iness process ou tsou rci ng

and they can be u sed wi th I SO /I EC 20000 .

1

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BS ISO/IEC 20000-1 :201 1

In formation techno logy —

Servi ce managemen t

Pa rt 1 : Servi ce m an agemen t system

requ i remen ts

BS I SO/I EC 20000-1 : 201 1 BR ITI SH STANDARD

Nationa l foreword

Th i s B ri ti sh Standa rd i s the UK imp l emen ta tion of I SO /I EC

20000-1 : 201 1 . I t supersedes BS I SO /I EC 20000-1 :2005 wh i ch i s

wi thd rawn .

The UK pa rti cipa tion in i ts prepa ra tion wa s en tru sted to Techn i ca l

Comm i ttee I ST/1 5 /-/8 , IT servi ce managemen t.

A l i st of organ i za tion s represen ted on th i s comm i ttee can be

obta ined on request to i ts secreta ry.

Th i s pub l i ca tion does not pu rport to in cl ude a l l the necessa ry

provi s ion s of a con tra ct. U sers a re respon sib l e for i ts correct

app l i ca tion .

© BS I 201 1

I SBN 978 0 580 63607 3

ICS 03 .080 .99 ; 03 . 1 00 . 99 ; 35 .020

Comp l iance wi th a Bri ti sh Standard cannot con fer immun i ty from

lega l ob l igation s.

Th i s B ri ti sh Standa rd wa s pub l i shed under the au thori ty of the

Standa rd s Po l i cy and Stra teg y Comm i ttee on 3 1 M ay 201 1 .

Amendmen ts i ssued s in ce pub l i cation

Da te Text a ffected

BS I SO /I EC 20000-1 : 201 1

Reference number

ISO/IEC 20000-1 : 201 1 (E )

© ISO/IEC 201 1

INTERNAT IONAL

STANDARD

ISO/IEC

20000-1

Second ed i tion

201 1 -04-1 5

In formation technology — Service

managemen t —

Part 1 :

Service managemen t system

requ i remen ts

Technologies de l'information — Gestion des services —

Partie 1 : Exigences du système de gestion des services

BS I SO /I EC 20000-1 : 201 1

ISO/IEC 20000-1 : 201 1 (E)

COPYRIGHT PROTECTED DOCUMENT

© ISO/IEC 201 1

Al l righ ts reserved . Un less otherwise speci fied , no part of th is pub l ication may be reproduced or u ti l ized in any form or by any m eans ,

e lectron ic or mechan ica l , includ ing photocopying and m icrofi lm , wi thou t perm iss ion in wri ting from e i ther ISO at the add ress be low or

ISO 's member body in the country of the requester.

ISO copyrigh t office

Case posta le 56 • CH -1 21 1 Geneva 20

Te l . + 41 22 749 01 1 1

Fax + 41 22 749 09 47

E -m a i l copyrigh t@ iso . org

Web www. iso . org

Pub l ished in Swi tzerland

i i © ISO/IEC 201 1 – Al l righ ts reserved

BS I SO /I EC 20000-1 : 201 1

ISO/IEC 20000-1 : 201 1 (E)

© ISO/IEC 201 1 – Al l righ ts reserved i i i

Con ten ts Page

Foreword . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v

In troduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi i

1 Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

1 . 1 General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

1 .2 App l ication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

2 Normative references . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

3 Terms and defin i tions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

4 Service managemen t sys tem general requ i remen ts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

4. 1 M anagemen t respons ib i l i ty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

4. 1 .1 M anagemen t comm i tmen t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

4. 1 .2 Service managemen t pol icy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

4. 1 .3 Au thori ty, respons ib i l i ty and commun ication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

4. 1 .4 M anagemen t represen tative . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

4.2 Governance of processes operated by other parties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

4.3 Documen tation managemen t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

4.3 .1 Estab l ish and ma in tain documen ts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

4.3 .2 Con tro l of documen ts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

4.3 .3 Con tro l of records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 0

4.4 Resou rce managemen t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 0

4.4.1 Provis ion of resou rces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 0

4.4.2 Human resou rces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 0

4.5 Estab l ish and improve the SMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 0

4.5.1 Define scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 0

4.5.2 P lan the SMS (P lan ) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 1

4.5.3 Imp lemen t and operate the SMS (Do) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 1

4.5.4 Mon i tor and review the SMS (Check) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 1

4.5.5 M ain tain and improve the SMS (Act) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 3

5 Des ign and trans i tion of new or changed services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 3

5. 1 General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 3

5.2 P lan new or changed services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 4

5.3 Des ign and deve lopmen t of new or changed services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 4

5.4 Trans i tion of new or changed services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 5

6 Service de l ivery processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 5

6 . 1 Service leve l managemen t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 5

6 .2 Service reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 6

6 .3 Service con tinu i ty and avai lab i l i ty managemen t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 6

6 .3 .1 Service con tinu i ty and avai lab i l i ty requ i remen ts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 6

6 .3 .2 Service con tinu i ty and avai lab i l i ty p lans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 6

6 .3 .3 Service con tinu i ty and avai lab i l i ty mon i toring and testing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 7

6 .4 Budgeting and accoun ting for services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 7

6 .5 Capaci ty managemen t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 8

6 .6 In formation secu ri ty managemen t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 8

6 .6 .1 In formation secu ri ty pol icy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 8

6 .6 .2 In formation secu ri ty con tro ls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 9

6 .6 .3 In formation secu ri ty changes and inciden ts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 9

7 Re lationsh ip processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 9

7 . 1 Bus iness re lationsh ip managemen t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 9

7 .2 Supp l ier managemen t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

8 Reso lu tion processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

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8 . 1 Inciden t and service requ est managemen t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 1

8 .2 Prob lem managemen t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

9 Con tro l processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

9 . 1 Con figu ration managemen t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

9 .2 Change managemen t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23

9 .3 Re lease and dep loymen t managemen t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24

B ib l iography . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26

F igu res

F igu re 1 — PDCA methodo logy app l ied to service managemen t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi i i

F igure 2 — Service managemen t system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2

F igu re 3 — Examp le of supp ly chain re lationsh ips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

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Foreword

ISO (the I n ternationa l Organ ization for S tandard ization ) and IEC (the I n ternationa l E lectrotechn ica l

Comm iss ion ) form the specia l ized system for worldwide standard ization . N ationa l bod ies that are m em bers of

ISO or IEC partic ipate in the deve lopm en t of I n ternationa l S tandards th rough techn ica l comm i ttees

estab l ished by the respective organ ization to dea l wi th particu lar fie lds of techn ica l activi ty. ISO and IEC

techn ica l comm i ttees co l laborate in fie lds of m u tua l in terest. O ther in ternationa l organ iza tions , governm en ta l

and non -governm en ta l , in l ia ison wi th I SO and IEC , a lso take part in the work. I n the fie ld of in form ation

techno log y, ISO and IEC have estab l ished a jo in t techn ica l comm i ttee , ISO /IEC J TC 1 .

I n terna tiona l S tandards are d rafted in accordance wi th the ru les g iven in the ISO /IEC D i rectives , Part 2 .

The m a in task of the jo in t techn ica l comm i ttee is to prepare I n ternationa l S tandards . Draft I n terna tiona l

S tandards adopted by the jo in t techn ica l comm i ttee are ci rcu lated to nationa l bod ies for voting . Pub l ication as

an I n ternationa l S tandard requ i res approva l by at least 75 % of the nationa l bod ies casting a vote .

Atten tion is d rawn to the poss ib i l i ty that som e of the e lem en ts of th is docum en t m ay be the sub ject of paten t

righ ts . ISO and IEC sha l l not be he ld respons ib le for iden ti fying any or a l l such paten t righ ts .

ISO /IEC 20000-1 was prepared by Jo in t Techn ica l Comm i ttee ISO /IEC JTC 1 , Information technology,

Subcomm i ttee SC 7 , Software and systems engineering. Th is second ed i tion cance ls and rep laces the fi rst

ed i tion ( ISO /I EC 20000-1 : 2005) , wh ich has been techn ica l ly revised . The m a in d i fferences are as fo l lows :

⎯ closer a l ignm en t to ISO 9001 ;

⎯ closer a l ignm en t to ISO /IEC 27001 ;

⎯ change of term ino log y to reflect in ternationa l usage ;

⎯ add i tion of m any m ore defin i tions , updates to som e defin i tions and rem ova l of two defin i tions ;

⎯ in trod uction of the term “service m anagem en t system ” ;

⎯ com b in ing C lauses 3 and 4 of ISO /IEC 20000-1 : 2005 to pu t a l l m anagem en t sys tem requ i rem en ts in to

one clause ;

⎯ clari fication of the requ i remen ts for the governance of processes operated by other parties ;

⎯ clari fication of the requ i remen ts for defin ing the scope of the SMS ;

⎯ clari fication that the PDCA m ethodo logy app l ies to the SMS , inclu d ing the service m anagem en t

processes , and the services ;

⎯ in trod uction of new requ i rem en ts for the des ign and trans i tion of new or changed services .

ISO /IEC 20000 cons ists of the fo l lowing parts , under the genera l ti tle Information technology — Service

management:

⎯ Part 1 : Service management system requirements

⎯ Part 2: Guidance on the application of service management systems1 )

1 ) To be pub l ished . (Techn ica l revis ion of ISO/IEC 20000 -2 : 2005 . )

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⎯ Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1 [Techn ica l Report]

⎯ Part 4: Process reference model [Techn ica l Report]

⎯ Part 5: Exemplar implementation plan for ISO/IEC 20000-1 [Techn ica l Report]

A process assessm en t m ode l for service m anagem en t wi l l form the sub ject of a fu tu re Part 8 .

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© ISO/IEC 201 1 – Al l righ ts reserved vi i

In troduction

The requ i rem en ts in th is part of ISO /IEC 20000 inclu de the des ign , trans i tion , de l ivery and im provem en t of

services that fu l fi l service requ i rem en ts and provide va lue for both the custom er and the service provider. Th is

part of ISO /IEC 20000 req u i res an in teg rated process approach when the service provider p lans , estab l ishes ,

im p lem en ts , operates , m on i tors , reviews , m a in ta ins and im proves a service m anagem en t system (SMS ) .

Co-ord inated in teg ration and im p lem en tation of an SMS provides ongo ing con tro l and opportun i ties for

con tinua l im provem en t, g reater effectiveness and efficiency. The operation of processes as speci fied in th is

part of ISO /IEC 20000 req u i res personne l to be we l l organ ized and co-ord inated . Appropriate too ls can be

used to enab le the processes to be effective and efficien t.

The m ost effective service providers cons ider the im pact on the SMS th rou gh a l l stages of the service l i fecyc le ,

from strategy th rou gh des ign , trans i tion and operation , inclu d ing con tinua l im provem en t.

Th is part of ISO /IEC 20000 requ i res the app l ication of the m ethodo log y known as “P lan -Do-Check-Act”

(PDCA) to a l l parts of the SMS and the services . The PDCA m ethodo log y, as app l ied in th is part of

ISO /IEC 20000 , can be briefly described as fo l lows .

P lan : estab l ish ing , docum en ting and ag ree ing the SMS . The SMS inc ludes the po l ic ies , ob jectives , p lans and

processes to fu l fi l the service requ i rem en ts .

Do : im p lem en ting and operating the SMS for the des ign , trans i tion , de l ivery and im provem en t of the services .

Check: m on i toring , m easu ring and reviewing the SMS and the services aga inst the po l icies , ob jectives , p lans

and service requ i rem en ts and reporting the resu l ts .

Act: tak ing actions to con tinua l ly im prove perform ance of the SMS and the services .

When used wi th in an SMS , the fo l lowing are the m ost im portan t aspects of an in teg rated process approach

and the PDCA m ethodo logy:

a) understand ing and fu l fi l l ing the service requ i rem en ts to ach ieve custom er satisfaction ;

b) estab l ish ing the po l icy and ob jectives for service m anagem en t;

c) des ign ing and de l ivering services based on the SMS that ad d va l ue for the customer;

d ) m on i toring , m easu ring and reviewing perform ance of the SMS and the services ;

e) con tinua l l y im proving the SMS and the services based on ob jective m easu rem en ts .

F igu re 1 i l lustrates how the PDCA m ethodo log y can be app l ied to the SMS , inclu d ing the service managem en t

processes speci fied in C lau ses 5 to 9 , and the services . Each e lem en t of the PDCA m ethodo log y is a vi ta l part

of a successfu l im p lem en tation of an SMS . The im provemen t process used in th is part of ISO /IEC 20000 is

based on the PDCA m ethodo log y.