Contents Page
Foreword .............................................................................................................................................................v
Introduction.......................................................................................................................................................vii
1 Scope......................................................................................................................................................1
1.1 General ...................................................................................................................................................1
1.2 Application .............................................................................................................................................2
2 Normative references............................................................................................................................2
3 Terms and definitions ...........................................................................................................................3
4 Service management system general requirements .........................................................................7
4.1 Management responsibility ..................................................................................................................7
4.1.1 Management commitment ....................................................................................................................7
4.1.2 Service management policy .................................................................................................................8
4.1.3 Authority, responsibility and communication....................................................................................8
4.1.4 Management representative.................................................................................................................8
4.2 Governance of processes operated by other parties ........................................................................8
4.3 Documentation management ...............................................................................................................9
4.3.1 Establish and maintain documents.....................................................................................................9
4.3.2 Control of documents ...........................................................................................................................9
4.3.3 Control of records ...............................................................................................................................10
4.4 Resource management.......................................................................................................................10
4.4.1 Provision of resources........................................................................................................................10
4.4.2 Human resources ................................................................................................................................10
4.5 Establish and improve the SMS.........................................................................................................10
4.5.1 Define scope ........................................................................................................................................10
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 ...................................................................14
5.4 Transition of new or changed services.............................................................................................15
6 Service delivery processes ................................................................................................................15
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
6.3.3 Service continuity and availability monitoring and testing ............................................................17
6.4 Budgeting and accounting for services............................................................................................17
6.5 Capacity management ........................................................................................................................18
6.6 Information security management.....................................................................................................18
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 ......................................................................................................................19
7.1 Business relationship management..................................................................................................19
7.2 Supplier management.........................................................................................................................20
8 Resolution processes .........................................................................................................................21
ISO/IEC 20000-1:2011(E)
iv © ISO/IEC 2011 – All rights reserved
8.1 Incident and service request management.......................................................................................21
8.2 Problem management .........................................................................................................................22
9 Control processes ...............................................................................................................................22
9.1 Configuration management ................................................................................................................22
9.2 Change management ..........................................................................................................................23
9.3 Release and deployment management .............................................................................................24
Bibliography ......................................................................................................................................................26
Figures
Figure 1 — PDCA methodology applied to service management ............................................................. viii
Figure 2 — Service management system.........................................................................................................2
Figure 3 — Example of supply chain relationships ......................................................................................20
