NF ISO/IEC 20000-3

NF ISO/IEC 20000-3

February 2014
Standard Cancelled

Information technology - Service management - Part 3 : guidance on scope definition and applicability of ISO/IEC 20000-1

ISO/IEC 20000-3:2012 is useful for service providers, consultants and assessors. It includes practical guidance on scope definition, applicability and demonstration of conformity to the requirements in ISO/IEC 20000-1. Guidance on the different types of conformity assessment and assessment standards is included. Although the requirements in ISO/IEC 20000-1 do not change with organizational structure, technology or service, operating the processes in a particular service environment will result in specific skill, tool and information requirements. Service management processes can cross many organizational, legal and national boundaries as well as different time zones. Service providers can provide a range of services to several different types of customers, both internal and external. Service providers can also depend on a complex supply chain for the delivery of services. This dependency can make the agreement and application of scope a complex stage in the service provider's use of ISO/IEC 20000-1. ISO/IEC 20000-3:2012 will assist in establishing if ISO/IEC 20000-1 is applicable to a service provider's circumstances. It illustrates how the scope of an SMS can be defined, irrespective of whether the reader has experience of defining the scope of other management systems. The guidance takes the form of practical examples, typical scenarios and recommendations. ISO/IEC 20000-3:2012 also assists in planning service improvements and in preparation for a conformity assessment against ISO/IEC 20000-1. It supplements the guidance on the application of ISO/IEC 20000-1 given in ISO/IEC 20000-2.

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Main informations

Collections

National standards and national normative documents

Publication date

February 2014

Number of pages

33 p.

Reference

NF ISO/IEC 20000-3

ICS Codes

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

Classification index

Z67-201-3

Print number

1

International kinship

ISO/IEC 20000-3:2012
Sumary
Information technology - Service management - Part 3 : guidance on scope definition and applicability of ISO/IEC 20000-1

ISO/IEC 20000-3:2012 is useful for service providers, consultants and assessors. It includes practical guidance on scope definition, applicability and demonstration of conformity to the requirements in ISO/IEC 20000-1. Guidance on the different types of conformity assessment and assessment standards is included.

Although the requirements in ISO/IEC 20000-1 do not change with organizational structure, technology or service, operating the processes in a particular service environment will result in specific skill, tool and information requirements. Service management processes can cross many organizational, legal and national boundaries as well as different time zones. Service providers can provide a range of services to several different types of customers, both internal and external. Service providers can also depend on a complex supply chain for the delivery of services. This dependency can make the agreement and application of scope a complex stage in the service provider's use of ISO/IEC 20000-1.

ISO/IEC 20000-3:2012 will assist in establishing if ISO/IEC 20000-1 is applicable to a service provider's circumstances. It illustrates how the scope of an SMS can be defined, irrespective of whether the reader has experience of defining the scope of other management systems. The guidance takes the form of practical examples, typical scenarios and recommendations.

ISO/IEC 20000-3:2012 also assists in planning service improvements and in preparation for a conformity assessment against ISO/IEC 20000-1. It supplements the guidance on the application of ISO/IEC 20000-1 given in ISO/IEC 20000-2.

Standard replaced by (1)
NF ISO/IEC 20000-3
March 2020
Standard Current
Information technology - Service management - Part 3 : guidance on scope definition and applicability of ISO/IEC 20000-1

This document includes guidance on the scope definition and applicability to the requirements specified in ISO/IEC 20000-1. This document can assist in establishing whether ISO/IEC 20000-1 is applicable to an organization's circumstances. It illustrates how the scope of an SMS can be defined, irrespective of whether the organization has experience of defining the scope of other management systems. The guidance in this document can assist an organization in planning and preparing for a conformity assessment against ISO/IEC 20000-1. Annex A contains examples of possible scope statements for an SMS. The examples given use a series of scenarios for organizations ranging from very simple to complex service supply chains. This document can be used by personnel responsible for planning the implementation of an SMS, as well as assessors and consultants. It supplements the guidance on the application of an SMS given in 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.

Table of contents
  • Avant-propos
    iv
  • Introduction
    v
  • 1 Domaine d'application
    1
  • 2 Références normatives
    1
  • 3 Termes et définitions
    1
  • 4 Respect des exigences spécifiées dans l'ISO/IEC 20000-1
    1
  • 5 Applicabilité de l'ISO/IEC 20000-1
    2
  • 5.1 Qui peut utiliser l'ISO/IEC 20000-1 ?
    2
  • 5.2 Gouvernance des processus opérés par des tierces parties
    3
  • 5.3 Portée de la technologie utilisée pour fournir des services
    4
  • 6 Principes généraux pour la détermination du périmètre d'un SMS
    5
  • 6.1 Introduction
    5
  • 6.2 Le périmètre du SMS
    5
  • 6.3 Accords passés entre clients et fournisseur de services
    6
  • 6.4 Paramètres de détermination du périmètre
    6
  • 6.5 Validité de la détermination du périmètre
    7
  • 6.6 Modification du périmètre
    7
  • 6.7 Chaînes logistiques et périmètre du SMS
    8
  • 6.8 Intégration ou alignement avec d'autres systèmes de management
    8
  • Annexe A (informative) Principaux aspects relatifs au périmètre du SMS, à l'applicabilité et à la conformité à l'ISO/IEC 20000-1
    10
  • Annexe B (informative) Détermination du périmètre pour différents scénarios
    12
  • Annexe C (informative) Types d'évaluation de conformité
    28
  • Bibliographie
    29
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