NF ISO/IEC 20000-1

NF ISO/IEC 20000-1

June 2012
Standard Cancelled

Information technology - Service management - Part 1 : service management system requirements

ISO/IEC 20000-1:2011 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 agreed service requirements.ISO/IEC 20000-1:2011 can be used by:an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;an organization that requires a consistent approach by all its service providers, including those in a supply chain;a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;a service provider to monitor, measure and review its service management processes and services;a service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;an assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO/IEC 20000-1:2011.

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Main informations

Collections

National standards and national normative documents

Publication date

June 2012

Number of pages

38 p.

Reference

NF ISO/IEC 20000-1

ICS Codes

03.080.99   Other services
03.100.70   Management systems
35.020   Information technology (IT) in general

Classification index

Z67-201-1

Print number

1 - 11/05/2012

International kinship

ISO/IEC 20000-1:2011
Sumary
Information technology - Service management - Part 1 : service management system requirements

ISO/IEC 20000-1:2011 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 agreed service requirements.

ISO/IEC 20000-1:2011 can be used by:

  • an organization seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
  • an organization that requires a consistent approach by all its service providers, including those in a supply chain;
  • a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements;
  • a service provider to monitor, measure and review its service management processes and services;
  • a service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS;
  • an assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO/IEC 20000-1:2011.
Standard replaced by (1)
NF ISO/IEC 20000-1
November 2018
Standard Current
Information technology - Service management - Part 1 : service management system requirements

This document specifies requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS). The requirements specified in this document include the planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value. This document can be used by: a) a customer seeking services and requiring assurance regarding the quality of those services; b) a customer requiring a consistent approach to the service lifecycle by all its service providers, including those in a supply chain; c) an organization to demonstrate its capability for the planning, design, transition, delivery and improvement of services; d) an organization to monitor, measure and review its SMS and the services; e) an organization to improve the planning, design, transition, delivery and improvement of services through effective implementation and operation of an SMS; f) an organization or other party performing conformity assessments against the requirements specified in this document; g) a provider of training or advice in service management. The term "service" as used in this document refers to the service or services in the scope of the SMS. The term "organization" as used in this document refers to the organization in the scope of the SMS that manages and delivers services to customers. The organization in the scope of the SMS can be part of a larger organization, for example, a department of a large corporation. An organization or part of an organization that manages and delivers a service or services to internal or external customers can also be known as a service provider. Any use of the terms "service" or "organization" with a different intent is distinguished clearly in this document.

Table of contents
  • Avant-propos
    v
  • Introduction
    vii
  • 1 Domaine d'application
    1
  • 1.1 Généralités
    1
  • 1.2 Application
    2
  • 2 Références normatives
    3
  • 3 Termes et définitions
    3
  • 4 Exigences générales relatives au système de management des services
    8
  • 4.1 Responsabilité de la direction
    8
  • 4.2 Gouvernance des processus opérés par d'autres parties
    9
  • 4.3 Management de la documentation
    10
  • 4.4 Management des ressources
    11
  • 4.5 Établir et améliorer le SMS
    11
  • 5 Conception et transition de services nouveaux ou modifiés
    15
  • 5.1 Généralités
    15
  • 5.2 Planification des services nouveaux ou modifiés
    15
  • 5.3 Conception et développement des services nouveaux ou modifiés
    16
  • 5.4 Transition des services nouveaux ou modifiés
    16
  • 6 Processus de fourniture des services
    17
  • 6.1 Gestion des niveaux de services
    17
  • 6.2 Fourniture des rapports de service
    17
  • 6.3 Gestion de la continuité et de la disponibilité des services
    18
  • 6.4 Budgétisation et comptabilisation des services
    19
  • 6.5 Gestion de la capacité
    20
  • 6.6 Management de la sécurité de l'information
    20
  • 7 Processus de gestion des relations
    21
  • 7.1 Gestion des relations commerciales
    21
  • 7.2 Gestion des fournisseurs
    22
  • 8 Processus de résolution
    23
  • 8.1 Gestion des incidents et des demandes de services
    23
  • 8.2 Gestion des problèmes
    24
  • 9 Processus de contrôle
    25
  • 9.1 Gestion des configurations
    25
  • 9.2 Gestion des changements
    26
  • 9.3 Gestion des mises en production et de leur déploiement
    27
  • Bibliographie
    28
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