ISO_IEC_20000-1-2018.pdf

INTERNATIONALISO/IECSTANDARD20000-1Third edition2018-09Information technology-Servicemanagement-Part 1:Service management systemrequirementsTechnologies de linformation-Gestion des services-Partie 1:Exigences du systeme de management des servicesReference numberIECIS0/1EC20000-1:2018(E)IS0/IEC2018thout license from IHSNot tor Resale,09/17/201819:5704 MDTIS0/1EC20000-1:2018(E)COPYRIGHT PROTECTED DOCUMENTIS0/IEC2018All rights reserved.Unless otherwise specified,or required in the context of its implementation,no part of this publication maybe reproduced or utilized otherwise in any form or by any means,electronic or mechanical,including photocopying,or postingon the internet or an intranet,without prior written permission.Permission can be requested from either ISO at the addressbelow or ISOs member body in the country of the requester.IS0 copyright officeCP 401 Ch.de Blandonnet 8CH-1214 Vernier,GenevaPhone:+41227490111Fax:+41227490947Email:copyrightiso.orgWebsite:www.iso.orgPublished in SwitzerlandcapyignilnaiomnalOrganaienteSneiaionISO/IEC 2018-All rights reservedProvided by IHS Markit under license with ANSIrking permittewithout license from IHSNot tor Resale,09/17/201819:5704 MDTIS0/IEC20000-1:2018E)ContentsPageForeword.VIntroductionvii1Scope21.1General.11.2Application2Normative references.2Terms and definitions23.1Terms specific to management system standards23.2Terms specific to service management.6Context of the organization.104.1Understanding the organization and its context.104.2Understanding the needs and expectations of interested parties.104.3Determining the scope of the service management system104.4Service management system.10Leadership105.1Leadership and commitment.105.2Policy115.2.1Establishing the service management policy.115.2.2Communicating the service management policy115.3Organizational roles,responsibilities and authorities.116Planning126.1Actions to address risks and opportunities.126.2Service management objectives and planning to achieve them126.2.1Establish objectives.126.2.2Plan to achieve objectives,136.3Plan the service management system.137Support of the service management system.137.1Resources,137.2Competence.147.3Awareness,147.4Communication.147.5Documented information.147.5.1General.147.5.2Creating and updating documented information157.5.3Control of documented information157.5.4Service management system documented information157.6Knowledge16Operation of the service management system168.1Operational planning and control.168.2Service portfolio.168.2.1Service delivery.168.2.2Plan the services.168.2.3Control of parties involved in the service lifecycle.,178.2.4Service catalogue management.178.2.5Asset management.178.2.6Configuration management.188.3Relationship and agreement188.3.1General.188.3.2Business relationship management198.3.3Service level management.198.3.4Supplier management.20Ah reervediiiking pernNot tor Resale,09/17/201819:5704 MDTIS0/1EC20000-1:2018(E)ForewordISO(the International Organization for Standardization)and IEC(the International ElectrotechnicalCommission)form the specialized system for worldwide standardization.National bodies that aremembers of ISO or IEC participate in the development of International Standards through technicalcommittees established by the respective organization to deal with particular fields of technicalactivity.ISO and IEC technical committees collaborate in fields of mutual interest.Other internationalorganizations,governmental and non-governmental,in liaison with ISO and IEC,also take part in thework.In the field of information technology,ISO and IEC have established a joint technical committee,ISO/IEC JTC 1.The procedures used to develop this document and those intended for its further maintenance aredescribed in the ISO/IEC Directives,Part 1.In particular the different approval criteria needed forthe different types of document should be noted.This document was drafted in accordance with theeditorial rules of the ISO/IEC Directives,Part 2(see www.iso,org/directives).Attention is drawn to the possibility that some of the elements of this document may be the subjectof patent rights.ISO and IEC shall not be held responsible for identifying any or all such patentrights.Details of any patent rights identified during the development of the document will be in theIntroduction and/or on the ISO list of patent declarations received(see www.iso.org/patents).Any trade name used in this document is information given for the convenience of users and does notconstitute an endorsement.For an explanation on the voluntary nature of standards,the meaning of ISO specific terms andexpressions related to conformity assessment,as well as information about ISOs adherence to theWorld Trade Organization(WTO)principles in the Technical Barriers to Trade(TBT)see the followingURL:www.iso.org/iso/foreword.html.This document was prepared by ISO/IEC JTC 1,Information technology,SC 40,IT Service Managementand IT Governance.This third edition cancels and replaces the second edition(ISO/IEC 20000-1:2011)which has beentechnically revised.The main changes compared to the previous edition are as follows.a)Restructured into the high level structure used for all management system standards(from AnnexSL of the Consolidated ISO Supplement to the ISO/IEC Directives Part 1).This has introduced newcommon requirements for context of the organization,planning to achieve objectives and actions toaddress risks and opportunities.There are some common requirements that have updated previousrequirements,for example,documented information,resources,competence and awareness.b)Taken into account the growing trends in service management including topics such as thecommoditisation of services,the management of multiple suppliers by an internal or externalservice integrator and the need to determine value of services for customers.Removed some of the detail to concentrate on what to do and allow organizations the freedom ofhow to meet the requirements.d)Included new features such as the addition of requirements about knowledge and planning theservices.e)Separated out clauses that were previously combined for incident management,service requestmanagement,service continuity management,service availability management,service levelmanagement,service catalogue management,capacity management,demand management.Renamed Governance of processes operated by other partiesto Control of parties involved in theservice lifecycleand updated the requirements to include services and service components as wellas processes.Clarified that the organization cannot demonstrate conformity to the requirementscoyroht imemanonal orAll rights reservedProvided by IHS Markit under license wth ANSIrking permNot tor Resale,09/17/201819:5704 MDT