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eLibrary > BS ISO/IEC 20000-2:2005 Information technology. Service management - Code of practice >

BS ISO/IEC 20000-2:2005 Information technology. Service management - Code of practice, 2005

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BS ISO/IEC 20000-2:2005 Information technology. Service management - Code of practice, 2005

ISO_IEC_20000-2;2005(E).pdf [Go to Page]
1 Scope
2 Terms and definitions
3 The management system [Go to Page]
3.1 Management responsibility
3.2 Documentation requirements
3.3 Competence, awareness and training [Go to Page]
3.3.1 General
3.3.2 Professional development
3.3.3 Approaches to be considered
4 Planning and implementing service management [Go to Page]
4.1 Plan service management (Plan) [Go to Page]
4.1.1 Scope of service management
4.1.2 Planning approaches
4.1.3 Events to be considered
4.1.4 Scope and contents of the plan
4.2 Implement service management and provide the services (Do)
4.3 Monitoring, measuring and reviewing (Check)
4.4 Continual improvement (Act) [Go to Page]
4.4.1 Policy
4.4.2 Planning for service improvements
5 Planning and implementing new or changed services [Go to Page]
5.1.1 Topics for consideration [Go to Page]
5.1.2 Change records
6 Service delivery processes [Go to Page]
6.1 Service level management [Go to Page]
6.1.1 Service catalogue
6.1.2 Service level agreements (SLAs)
6.1.3 Service level management (SLM) process
6.1.4 Supporting service agreements
6.2 Service reporting [Go to Page]
6.2.1 Policy
6.2.2 Purpose and quality checks on service reports
6.2.3 Service reports
6.3 Service continuity and availability management [Go to Page]
6.3.1 General
6.3.2 Availability monitoring and activities
6.3.3 Service continuity strategy
6.3.4 Service continuity planning and testing
6.4 Budgeting and accounting for IT services [Go to Page]
6.4.1 General
6.4.2 Policy
6.4.3 Budgeting
6.4.4 Accounting
6.5 Capacity management
6.6 Information security management [Go to Page]
6.6.1 General
6.6.2 Identifying and classifying information assets
6.6.3 Security risk assessment practices
6.6.4 Risks to information assests
6.6.5 Security and availability of information
6.6.6 Controls
6.6.7 Documents and records
7 Relationship processes [Go to Page]
7.1 General
7.2 Business relationship management [Go to Page]
7.2.1 Service reviews
7.2.2 Service complaints
7.2.3 Customer satisfaction measurement
7.3 Supplier management [Go to Page]
7.3.1 Introduction
7.3.2 Contract management
7.3.3 Service definition
7.3.4 Managing multiple suppliers
7.3.5 Contractual disputes management
7.3.6 Contract end
8 Resolution processes [Go to Page]
8.1 Background [Go to Page]
8.1.1 Setting priorities
8.1.2 Workarounds
8.2 Incident management [Go to Page]
8.2.1 General
8.2.2 Major incidents
8.3 Problem management [Go to Page]
8.3.1 Scope of problem management
8.3.2 Initiation of problem management
8.3.3 Known errors
8.3.4 Problem resolution
8.3.5 Communication
8.3.6 Tracking and escalation
8.3.7 Incident and problem record closure
8.3.8 Problem reviews
8.3.9 Topics for reviews
8.3.10 Problem prevention
9 Control processes [Go to Page]
9.1 Configuration management [Go to Page]
9.1.1 Configuration management planning and implementation
9.1.2 Configuration identification
9.1.3 Configuration control
9.1.4 Configuration status accounting and reporting
9.1.5 Configuration verification and audit
9.2 Change management [Go to Page]
9.2.1 Planning and implementation
9.2.2 Closing and reviewing the change request
9.2.3 Emergency changes
9.2.4 Change management reporting, analysis and actions
10 Release process [Go to Page]
10.1 Release management process [Go to Page]
10.1.1 General
10.1.2 Release policy
10.1.3 Release and roll-out planning
10.1.4 Developing or acquiring software
10.1.5 Design, build and configure release
10.1.6 Release verification and acceptance
10.1.7 Documentation
10.1.8 Roll-out, distribution and installation
10.1.9 Post release and roll-out
ISO_IEC_20000-2;2005(E).pdf [Go to Page]
1 Scope
2 Terms and definitions
3 The management system [Go to Page]
3.1 Management responsibility
3.2 Documentation requirements
3.3 Competence, awareness and training [Go to Page]
3.3.1 General
3.3.2 Professional development
3.3.3 Approaches to be considered
4 Planning and implementing service management [Go to Page]
4.1 Plan service management (Plan) [Go to Page]
4.1.1 Scope of service management
4.1.2 Planning approaches
4.1.3 Events to be considered
4.1.4 Scope and contents of the plan
4.2 Implement service management and provide the services (Do)
4.3 Monitoring, measuring and reviewing (Check)
4.4 Continual improvement (Act) [Go to Page]
4.4.1 Policy
4.4.2 Planning for service improvements
5 Planning and implementing new or changed services [Go to Page]
5.1.1 Topics for consideration [Go to Page]
5.1.2 Change records
6 Service delivery processes [Go to Page]
6.1 Service level management [Go to Page]
6.1.1 Service catalogue
6.1.2 Service level agreements (SLAs)
6.1.3 Service level management (SLM) process
6.1.4 Supporting service agreements
6.2 Service reporting [Go to Page]
6.2.1 Policy
6.2.2 Purpose and quality checks on service reports
6.2.3 Service reports
6.3 Service continuity and availability management [Go to Page]
6.3.1 General
6.3.2 Availability monitoring and activities
6.3.3 Service continuity strategy
6.3.4 Service continuity planning and testing
6.4 Budgeting and accounting for IT services [Go to Page]
6.4.1 General
6.4.2 Policy
6.4.3 Budgeting
6.4.4 Accounting
6.5 Capacity management
6.6 Information security management [Go to Page]
6.6.1 General
6.6.2 Identifying and classifying information assets
6.6.3 Security risk assessment practices
6.6.4 Risks to information assests
6.6.5 Security and availability of information
6.6.6 Controls
6.6.7 Documents and records
7 Relationship processes [Go to Page]
7.1 General
7.2 Business relationship management [Go to Page]
7.2.1 Service reviews
7.2.2 Service complaints
7.2.3 Customer satisfaction measurement
7.3 Supplier management [Go to Page]
7.3.1 Introduction
7.3.2 Contract management
7.3.3 Service definition
7.3.4 Managing multiple suppliers
7.3.5 Contractual disputes management
7.3.6 Contract end
8 Resolution processes [Go to Page]
8.1 Background [Go to Page]
8.1.1 Setting priorities
8.1.2 Workarounds
8.2 Incident management [Go to Page]
8.2.1 General
8.2.2 Major incidents
8.3 Problem management [Go to Page]
8.3.1 Scope of problem management
8.3.2 Initiation of problem management
8.3.3 Known errors
8.3.4 Problem resolution
8.3.5 Communication
8.3.6 Tracking and escalation
8.3.7 Incident and problem record closure
8.3.8 Problem reviews
8.3.9 Topics for reviews
8.3.10 Problem prevention
9 Control processes [Go to Page]
9.1 Configuration management [Go to Page]
9.1.1 Configuration management planning and implementation
9.1.2 Configuration identification
9.1.3 Configuration control
9.1.4 Configuration status accounting and reporting
9.1.5 Configuration verification and audit
9.2 Change management [Go to Page]
9.2.1 Planning and implementation
9.2.2 Closing and reviewing the change request
9.2.3 Emergency changes
9.2.4 Change management reporting, analysis and actions
10 Release process [Go to Page]
10.1 Release management process [Go to Page]
10.1.1 General
10.1.2 Release policy
10.1.3 Release and roll-out planning
10.1.4 Developing or acquiring software
10.1.5 Design, build and configure release
10.1.6 Release verification and acceptance
10.1.7 Documentation
10.1.8 Roll-out, distribution and installation
10.1.9 Post release and roll-out [Go to Page]

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