ISO/IEC INTERNATIONAL STANDARD 20000-1 Second edition 2011-04-15 Information technology Service management Part 1: Service management system regquirements Technologies de I'information Gestion des services - Partie 1: Exigences du systeme de gestion des services Reference number ISO/IEC 20000-1:2011(E) LicensedtoPRF / Khonesan! 2011-05-31 ISOStoreorder 16556 Single user licel king prohibited @ ISO/IEC 2011 ISO/IEC 20000-1:2011(E) COPYRIGHT PROTECTED DOCUMENT @ISO/IEC 2011 All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means, IsO's member body in the country of the requester ISO copyright office Case postale 56 · CH-1211 Geneva 20 Tel. + 41 22 749 01 11 Fax + 41 22 749 09 47 E-mail [email protected] Web www.iso.org Published in Switzerland Licensed to PRF / Khorasani rad IsO Store order#: 10-1206344/Downloaded:2011-05-31 Single user licence only, copying and networking prohibited ii @ ISO/IEC 2011 - All rights reserved ISO/IEC 20000-1:2011(E) Contents Page Foreword, Introduction ..vii 1 Scope.. 1.1 General 1.2 Application... 2 Normative references.... 3 Terms and definitions . 4 Service management system general requirements .. 4.1 Management responsibility ....... 4.1.1 Management commitment ... 4.1.2 Service management policy .... 4.1.3 Authority, responsibility and communication .... 4.1.4 Management representative ... 4.2 Governance of processes operated by other parties ... 4.3 Documentation management .. 4.3.1 Establish and maintain documents . 4.3.2 Control of documents 4.3.3 Control of records 10 4.4 Resource management. 10 4.4.1 Provision of resources.. 4.4.2 Human resources .. 10 4.5 Establish and improve the SMS... 4.5.1 4.5.2 Plan the SMS (Plan).... 11 4.5.3 Implement and operate the SMS (Do). 11 4.5.4 Monitor and review the SMS (Check) ... 11 4.5.5 Maintain and improve the SMs (Act).... 13 5 Design and transition of new or changed services 13 5.1 General ... 13 5.2 Plan new or changed services ... 14 5.3 Design and development of new or changed services 5.4 6 Service delivery processes 6.1 Service level management .. .15 6.2 Service reporting .. 16 6.3 Service continuity and availability management , 16 6.3.1 Service continuity and availability requirements... ..16 6.3.2 Service continuity and availability plans ... 16 Service continuity and availability monitoring and testing ..... 6.3.3 17 6.4 6.5 Capacity management ... .18 .18 6.6 Information security management. 6.6.1 Information security policy ..... 18 6.6.2 Information security controls... 19 6.6.3 Information security changes and incidents ... 19 7 Relationship processes .... 7.1 Business relationship management.. 19 7.2 Supplier management..... 8 Resolution processes ...... Licensed to PRF / Khorasani rad Single user licence only, copying and networking prohibited ili ISO/IEC 2011 - All rights reserved