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BS ISO/IEC 20000-2:2012

BS ISO/IEC 20000-2:2012

$204.14

Information technology. Service management – Guidance on the application of service management systems

Published By Publication Date Number of Pages
BSI 2012 98
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PDF Catalog

PDF Pages PDF Title
11 1 Scope
1.1 General
12 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
4.1.1.1 Top management responsibilities
13 4.1.1.2 Evidence of top management commitment
14 4.1.1.3 Top management communications
15 4.1.1.4 Service management objectives
4.1.1.5 Service management plan
16 4.1.1.6 Resources to support the service management plan
17 4.1.1.7 Contents of the service requirements
4.1.1.8 The role of top management in agreeing and meeting service requirements
18 4.1.1.9 Service provider’s needs
4.1.1.10 Conflicting requirements
4.1.1.11 Risks to the service
19 4.1.2 Service management policy
4.1.2.1 Guidelines for the service management policy
20 4.1.2.2 Improvements and other changes to the policy
4.1.3 Authority, responsibility and communication
4.1.3.1 Authority and responsibility
4.1.3.2 Communication procedures
21 4.1.4 Management representative
4.1.4.1 Understanding of responsibilities
4.1.4.2 Responsibilities
22 4.1.4.3 Asset management
4.1.4.4 Reporting by the management representative
23 4.2 Governance of processes operated by other parties
4.2.1 Guidance on processes operated by other parties
4.2.2 Other parties
4.2.3 Demonstration of accountability and authority
24 4.2.4 Process performance and compliance
4.2.5 Determining process performance and compliance
25 4.2.6 Controlling the planning and prioritization of process improvements
4.3 Documentation management
4.3.1 Establish and maintain documents
4.3.1.1 Documents as evidence
4.3.1.2 Production of documents, including records
26 4.3.2 Control of documents
27 4.3.3 Control of records
4.4 Resource management
4.4.1 Provision of resources
4.4.1.1 Resources to implement the SMS
28 4.4.1.2 Approval of resources
4.4.2 Human resources
4.4.2.1 General
29 4.4.2.2 Competence, skills, training and experience
4.5 Establish and improve the SMS
4.5.1 Define scope
30 4.5.2 Plan the SMS (Plan)
4.5.2.1 Important planning aspects
4.5.2.2 Alignment of planning and agreements
31 4.5.2.3 Management roles, authorities and responsibilities
4.5.2.4 Process interfaces
32 4.5.3 Implement and operate the SMS (Do)
4.5.4 Monitor and review the SMS (Check)
4.5.4.1 General
4.5.4.2 Internal audit
33 4.5.4.3 Management review
4.5.5 Maintain and Improve the SMS (Act)
4.5.5.1 General
34 4.5.5.2 Management of improvements
5 Design and transition of new or changed services
5.1 General
5.1.1 Intent of the requirements
5.1.2 Concepts
35 5.1.3 Explanation of requirements
5.2 Plan new or changed services
5.2.1 The need for new or changed services
5.2.2 Changes with major impact on service or customer
5.2.3 Policy on changes with major impact
36 5.2.4 Managing change as a project
5.2.5 Contributions from other parties
37 5.2.6 Risk Assessment
5.2.7 Service acceptance criteria
5.2.8 Service removal
38 5.3 Design and development of new or changed services
5.3.1 Activities performed by the service provider, customer and other parties
5.3.2 Risk management
39 5.3.3 Service Design Activities
5.3.3.1 Design planning
40 5.3.3.2 Design and develop services
41 5.4 Transition of new or changed services
5.5 Documents and records
42 5.6 Authorities and responsibilities
6 Service delivery processes
6.1 Service level management
6.1.1 Intent of the requirements
6.1.2 Concepts
43 6.1.3 Explanation of requirements
6.1.3.1 Documentation of service commitments
6.1.3.2 Catalogue of services
44 6.1.3.3 Service level agreements
45 6.1.3.4 Managing the catalogue of services and service delivery
46 6.1.3.5 Managing other parties
6.1.4 Documents and records
6.1.5 Authorities and responsibilities
47 6.2 Service reporting
6.2.1 Intent of the requirements
6.2.2 Concepts
6.2.3 Explanation of requirements
48 6.2.4 Authorities and responsibilities
6.3 Service continuity and availability management
6.3.1 Intent of the requirements
6.3.2 Concepts
49 6.3.3 Explanation of requirements
6.3.3.1 Risk assessment and management
6.3.3.2 Service continuity policy
50 6.3.3.3 Service continuity and availability plans
51 6.3.4 Service continuity and availability monitoring and testing
6.3.4.1 Service continuity testing
6.3.4.2 Availability monitoring and testing
52 6.3.4.3 Management of risk to availability
6.3.4.4 Review after invocation of a service continuity plan
6.3.5 Documents and records
53 6.3.6 Authorities and responsibilities
6.4 Budgeting and accounting for services
6.4.1 Intent of the requirements
54 6.4.2 Concepts
6.4.3 Explanation of requirements
6.4.3.1 Policy
6.4.3.2 Cost types
55 6.4.3.3 Apportioning overheads and allocation of direct costs
6.4.3.4 Budgeting
6.4.3.5 Accounting
56 6.4.3.6 Charging
6.4.4 Documents and records
6.4.5 Authorities and responsibilities
6.5 Capacity management
6.5.1 Intent of the requirements
6.5.2 Concepts
57 6.5.3 Explanation of requirements
6.5.3.1 Capacity management activities
58 6.5.3.2 Capacity plan
59 6.5.4 Documents and records
6.5.5 Authorities and responsibilities
6.6 Information security management
6.6.1 Intent of the requirements
60 6.6.2 Concepts
6.6.3 Explanation of requirements
6.6.3.1 Information security policy
6.6.3.2 Information security controls
61 6.6.3.3 Risk assessment
6.6.3.4 Managing information security risks
62 6.6.3.5 Information security changes and incidents
6.6.4 Documents and records
6.6.5 Authorities and responsibilities
63 7 Relationship processes
7.1 Business relationship management
7.1.1 Intent of the requirements
7.1.2 Concepts
7.1.3 Explanation of the requirements
7.1.3.1 General
64 7.1.3.2 Customer service management reviews
7.1.3.3 Customer satisfaction
65 7.1.4 Documents and records
7.1.5 Authorities and responsibilities
66 7.2 Supplier management
7.2.1 Intent of the requirements
7.2.2 Concepts
67 7.2.3 Explanation of requirements
7.2.3.2 Supplier details
68 7.2.3.3 Managing sub-contracted suppliers
7.2.3.4 Contractual disputes management
7.2.3.5 Contract termination
7.2.4 Documents and records
69 7.2.5 Authorities and responsibilities
8 Resolution processes
8.1 Incident and service request management
8.1.1 Intent of the requirements
8.1.2 Concepts
70 8.1.3 Explanation of requirements
8.1.3.1 Receiving and recording incidents and service requests
8.1.3.2 Incident and service request lifecycle and use of data
71 8.1.4 Major incident procedure
8.1.5 Documents and records
72 8.1.6 Authorities and responsibilities
8.2 Problem management
8.2.1 Intent of the requirements
8.2.2 Concepts
73 8.2.3 Explanation of requirements
75 8.2.4 Documents and records
8.2.5 Authorities and responsibilities
9 Control processes
9.1 Configuration management
9.1.1 Intent of the requirements
9.1.2 Concepts
76 9.1.3 Explanation of requirements
9.1.3.1 Configuration Management activities
9.1.3.2 Resources and capability
77 9.1.3.3 Identification and definition of CIs
9.1.3.4 Types of CIs
9.1.3.5 Maintenance of CIs
78 9.1.4 Documents and records
9.1.5 Authorities and responsibilities
79 9.2 Change management
9.2.1 Intent of the requirements
9.2.2 Concepts
9.2.3 Explanation of requirements
9.2.3.1 Change management policy
80 9.2.3.2 Planning and implementation
9.2.3.3 Reviewing the request for change
81 9.2.3.4 Emergency changes
9.2.4 Documents and records
9.2.5 Authorities and responsibilities
82 9.3 Release and deployment management
9.3.1 Intent of the requirements
9.3.2 Concepts
83 9.3.3 Explanation of requirements
9.3.3.1 Release policy
9.3.3.2 Release and deployment planning
84 9.3.3.3 Release and deployment practices
85 9.3.3.4 Testing of releases
9.3.3.5 Deployment activities and procedures
9.3.4 Documents and records
86 9.3.5 Authorities and responsibilities

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BS ISO/IEC 20000-2:2012
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