ISO IEC 20000-1 2011 Translated into Plain English - Table of Contents

PART

TITLE 15 TABLE OF CONTENTS

PAGE

1

Introduction

3

2

Terms and Definitions

10

3

Overview of Standard

16

4
4.1
4.2
4.3
4.4
4.
5

IT Service Leadership
Accept responsibility for service management
Control processes operated by other parties
Manage your service documents and records
Support your service management system
Establish your service management system

18
18
22
23
27
29

5
5.1
5.2
5.3
5.4

IT Service Development
Control the design and redesign of your services
Plan service additions, changes, and removals
Design new services and redesign existing services
Test new or changed services prior to deployment

41
41

43
46
47

6
6.1
6.2
6.3
6.4
6.5
6.6

IT Service Delivery
Establish agreements to control service delivery
Establish reporting methods and prepare reports
Establish service continuity and ensure service availability

Establish a service budgeting and accounting process
Establish capacity plans and provide sufficient capacity

Establish information security management methods

49
49

51

53

56

58

59

7
7.1
7.2

IT Service Relationships
Manage your relationship with service customers
Manage your relationship with service suppliers

64
64

65

8
8.1
8.2

IT Service Resolution
Establish procedures to manage incidents and requests
Establish a procedure to identify and manage problems

69
69

72

9
9.1
9.2
9.3

IT Service Control
Establish an effective configuration management process
Establish a comprehensive change management process
Establish a release and deployment management process

76
76

78
83

 

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MORE ISO IEC 20000 PAGES

Introduction to ISO IEC 20000-1 2011

Outline of ISO IEC 20000-1 2011 Standard

Overview of ISO IEC 20000-1 2011 Standard

ISO IEC 20000-1 IT Service Management Definitions

ISO IEC 20000-1 Standard Translated into Plain English

How to Perform a IT Service Management Gap Analysis

ISO IEC 20000-1 IT Service Management Audit Tool

Plain English IT Service Management Checklist


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