The objective of this Standard is to describe the core concepts of AS/NZS ISO/IEC 20000 (all parts), identifying how the different parts support AS/NZS ISO/IEC 20000.1 as well as the relationships between AS/NZS ISO/IEC 20000.1 and other Standards and Technical Reports.
Table of contents
Header
About this publication
Preface
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
3.1 Terms specific to management system standards
3.2 Terms specific to service management used in the ISO/IEC 20000 series
3.3 Terms specific to service management used in the ISO/IEC 20000 series but not used in ISO/IEC 20000-1
4 Terminology used in ISO/IEC 20000 (all parts)
5 Service management systems (SMS)
5.1 General
5.2 What is an SMS?
5.3 The integrated approach
5.4 Continual improvement
5.5 Benefits of an SMS based on ISO/IEC 20000-1
5.5.1 General benefits of an SMS
5.5.2 Benefits from independent assessment of an SMS against ISO/IEC 20000-1
5.5.3 Benefits related to different service management scenarios
5.6 Misperceptions about an SMS and ISO/IEC 20000-1
5.6.1
5.6.2
5.6.3
5.6.4
5.6.5
5.6.6
6 Overview of the parts of ISO/IEC 20000
6.1 General
6.2 ISO/IEC 20000-1:2018,Service management system requirements
6.2.1 Scope
6.2.2 Purpose
6.3 ISO/IEC 20000-2,Guidance on application of service management systems
6.3.1 Scope
6.3.2 Purpose
6.3.3 Relationship with ISO/IEC 20000-1
6.4 ISO/IEC 20000-3,Guidance on scope definition and applicability of ISO/IEC 20000-1
6.4.1 Scope
6.4.2 Purpose
6.4.3 Relationship with ISO/IEC 20000-1
6.5 ISO/IEC TR 20000-5:2013,Exemplar implementation plan for ISO/IEC 20000-1
6.5.1 Scope
6.5.2 Purpose
6.5.3 Relationship with ISO/IEC 20000-1
6.6 ISO/IEC 20000-6:2017, Requirements for bodies providing audit and certification of service management systems
6.6.1 Scope
6.6.2 Purpose
6.6.3 Relationship with ISO/IEC 20000-1
6.7 ISO/IEC TR 20000-11:2015,Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: ITIL®11 ITIL is a [registered] trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
6.7.1 Scope
6.7.2 Purpose
6.7.3 Relationship with ISO/IEC 20000-1
6.8 ISO/IEC TR 20000-12:2016,Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: CMMI-SVC®22 CMMI-SVC is a registered trademark of the CMMI Institute.
6.8.1 Scope
6.8.2 Purpose
6.8.3 Relationship with ISO/IEC 20000-1
7 Other related International Standards and Technical Reports
7.1 Closely related International Standards and Technical Reports
7.2 ISO/IEC 27013:2015, Information technology — Security techniques — Guideline on the integrated implementation of ISO/IEC 20000-1 and ISO/IEC 27001
7.2.1 Scope
7.2.2 Purpose
7.2.3 Relationship with ISO/IEC 20000-1
7.3 Other related International Standards
7.3.1 General
7.3.2 ISO 9000:2015, Quality management systems — Fundamentals and vocabulary
7.3.3 ISO 9001:2015, Quality management systems — Requirements
7.3.4 ISO 10007:2017, Quality management systems — Guidelines for configuration management
7.3.5 ISO/IEC 19770-1:2017, Information technology — IT asset management — Part 1: IT asset management systems — Requirements
7.3.6 ISO 22301:2012, Societal security — Business continuity management systems — Requirements
7.3.7 ISO/IEC 27000:2018, Information technology — Security techniques — Information security management systems — Overview and vocabulary
7.3.8 ISO/IEC 27001:2013, Information technology — Security techniques — Information security management systems — Requirements
7.3.9 ISO/IEC 27031:2011, Information technology — Security techniques — Guidelines for information and communication technology readiness for business continuity
7.3.10 ISO/IEC 30105-1:2016, Information technology — IT Enabled Service — Business Process Outsourcing (ITES-BPO) lifecycle processes
7.3.11 ISO 31000:2018, Risk management — Principles and guidelines
7.3.12 ISO/IEC 38500:2015, Information technology — Governance of IT for the Organization
