IT Service Management

The revised standard for Service Management, ISO/IEC 20000-1: 2018 is the third version of the international standard for service management, replacing the 2011 edition. It provides requirements for the planning, design, transition, delivery and improvement of a Service Management System, which is the coordinated set of policies, processes, organisational structure and people to manage services.This book introduces the ISO/IEC 20000-1 standard as well as providing extensive practical advice on implementing an SMS that conforms to the requirements. It does so by referring to the ISO/IEC 20000-1:2018 documentation toolkit, which is separately available and contains dozens of templates that allow you to provide the documented evidence necessary.

Contenu
1.Introduction2.Service management why is it needed?3.The ISO/IEC 20000 standard4.Implementing the requirements of ISO/IEC 20000-1 general considerations 5.Implementing the requirements of ISO/IEC 20000-1 practical guidance on documented information6.Implementing the requirements of ISO/IEC 20000-1:2018 running the SMS and the services 7.Certification8.Beyond ISO/IEC 20000Appendices