MADCAD.com - The Cloud-Based Reference Library

- Free Trial - Webinar - Feedback

Cart (0)

No items in cart.

Total

There is a technical issue about last added item. You can click "Report to us" button to let us know and we resolve the issue and return back to you or you can continue without last item via click to continue button.

Home

Content

Tour

eLibrary

Store

Not a subscriber? Register for a trial account.

Username:
Password:

Incorrect username/password.

Already a subscriber?

MADCAD.com Free Trial

Sign up for a 3 day free trial to explore the MADCAD.com interface, PLUS access the
2009 International Building Code to see how it all works.

If you like to setup a quick demo, let us know at support@madcad.com
or +1 800.798.9296 and we will be happy to schedule a webinar for you.

Email *
Password *
Confirm *
First Name *
Last Name *
Title
Company Name *
Company Size *
Industry *
Address *
Address 2
City *
State *	Zip *
Country *
Phone *
How did you hear about MADCAD.com? *

Print page(s), starting from page (current page)

Continue to Print

Reset password

Enter your personal account email address to request
a password reset:

Reset password

Enter your account email address to request
a password reset:

Save As:

Are you sure you want to delete this group?

Security check

Please check the following box:

Please login to your personal account to use this feature.

Email:

Password:

Forgot your password?

Remember me for one month

Need a login? Register now.

Please login to your authorized staff account to use this feature.

Username:

Password:

Are you sure you want to empty the cart?

There were no books found for the applied search filters.

CLICK TO START OVER

Report To Us

Please fill the form below so that we can contact you.

Full name*
Email*
Phone

Contact us for a custom quote

Please fill the form below and a member of our staff will contact you shortly. The contents of your cart will automatically be sent to us so we can provide an accurate custom quote.

Company*
Full name*
Email*
Phone

⨯To continue with accurate pricing,
please select your company type below:

Large goverment organizations

Large multi-national corporation (more than $5B annual revenue)

None of the above

Your company has a special pricing case for IEEE.
For pricing, please contact us by filling out the form.

Full name*
Email*
Phone
Your selection

⨯We need your input!

Are you a code official in a jurisdiction with less than 300,000 population?

Yes No

This item is only available for the code officials of jurisdictions less then 300K population.

If you do not meet the criteria item will be removed and you will be able to continue shopping other items.

⨯ We need your input!

Your company has a special pricing case for ASME.
Please make sure the information you provide below is accurate.

Company Industry
Number Of Employees
Revenue

Pricing for the ASME publications in the store is for a 1-4 employee company in Construction Industry with revenue under $500,000.
If correct company info does not match what is publicly available info we will suspend the access and contact you for correction.
Please call 1-800-798-9296 if you have any questions.
If your company has more than 5,000 employee or more than 500 mil revenue please email us at info@madcad.com to receive a special quote, use "ASME Quote" on the subject line.

Cart Warning

Search book title

Search book content

Clear all filters Advanced Search Basic Search

Download File

eLibrary > BS ISO/IEC 20000-2:2019 - TC Tracked Changes. Information technology. Service management - Guidance on the application of service management systems >

BS ISO/IEC 20000-2:2019 - TC Tracked Changes. Information technology. Service management - Guidance on the application of service management systems, 2019

Expand All

TOC Search:

BS ISO/IEC 20000-2:2019 - TC Tracked Changes. Information technology. Service management - Guidance on the application of service management systems, 2019

Foreword
Foreword [Go to Page]
Introduction [Go to Page]
Figure 1 — PDCA methodology applied to service management
Introduction [Go to Page]
Figure 2 — Service management system
1.2 Application
1.1 General
1.2 Application
1.3 Structure [Go to Page]
4 Service management system general requirements
4.1 Management responsibility [Go to Page]
4.1.1 Management commitment
4.1.1.2 Evidence of top management commitment
4.1.1.3 Top management communications
4.1.1.4 Service management objectives [Go to Page]
4.1.1.5 Service management plan
4.1.1.6 Resources to support the service management plan
4.1.1.7 Contents of the service requirements
4.1.1.8 The role of top management in agreeing and meeting service requirements
4.1.1.9 Service provider's needs
4.1.1.10 Conflicting requirements [Go to Page]
4.1.1.11 Risks to the service
4.1.2 Service management policy
4.1.2.2 Improvements and other changes to the policy [Go to Page]
4.1.3 Authority, responsibility and communication
4.1.3.2 Communication procedures [Go to Page]
4.1.4 Management representative
4.1.4.2 Responsibilities
4.1.4.3 Asset management
4.1.4.4 Reporting by the management representative
4.2 Governance of processes operated by other parties [Go to Page]
4.2.1 Guidance on processes operated by other parties
4.2.2 Other parties
4.2.3 Demonstration of accountability and authority
4.2.4 Process performance and compliance
4.2.5 Determining process performance and compliance
4.2.6 Controlling the planning and prioritization of process improvements
4.3 Documentation management [Go to Page]
4.3.1 Establish and maintain documents
4.3.1.2 Production of documents, including records
4.3.2 Control of documents
4.3.3 Control of records
4.4 Resource management
4.4.1 Provision of resources
4.4.1.2 Approval of resources [Go to Page]
4.4.2 Human resources
4.4.2.2 Competence, skills, training and experience
4.5 Establish and improve the SMS
4.5.1 Define scope
4.5.2 Plan the SMS (Plan)
4.5.2.2 Alignment of planning and agreements [Go to Page]
4.5.2.3 Management roles, authorities and responsibilities
4.5.2.4 Process interfaces
4.5.3 Implement and operate the SMS (Do)
4.5.4 Monitor and review the SMS (Check)
4.5.4.2 Internal audit
4.5.4.3 Management review
4.5.5 Maintain and Improve the SMS (Act)
4.5.5.2 Management of improvements
4.1 Understanding the organization and its context [Go to Page]
4.1.1 Required activities
4.1.2 Explanation
4.1.3 Other information
4.2 Understanding the needs and expectations of interested parties [Go to Page]
4.2.1 Required activities
4.2.2 Explanation
4.2.3 Other information
4.3 Determining the scope of the service management system [Go to Page]
4.3.1 Required activities
4.3.2 Explanation
4.3.3 Other information
4.4 Service management system [Go to Page]
4.4.1 Required activities
4.4.2 Explanation
4.4.3 Other information [Go to Page]
5 Design and transition of new or changed services
5.1 General
5.1.1 Intent of the requirements
5.1.2 Concepts
5.1.3 Explanation of requirements
5.2 Plan new or changed services
5.2.1 The need for new or changed services
5.2.2 Changes with major impact on service or customer
5.2.3 Policy on changes with major impact
5.2.4 Managing change as a project
5.2.5 Contributions from other parties
5.2.6 Risk Assessment
5.2.7 Service acceptance criteria
5.2.8 Service removal
5.3 Design and development of new or changed services
5.3.1 Activities performed by the service provider, customer and other parties
5.3.2 Risk management
5.3.3 Service Design Activities
5.3.3.2 Design and develop services
5.4 Transition of new or changed services
5.5 Documents and records
5.6 Authorities and responsibilities
5.1 Leadership and commitment [Go to Page]
5.1.1 Required activities
5.1.2 Explanation
5.1.3 Other information
5.2 Policy [Go to Page]
5.2.1 Required activities
5.2.2 Explanation
5.2.3 Other information
5.3 Organizational roles, responsibilities, and authorities [Go to Page]
5.3.1 Required activities
5.3.2 Explanation
5.3.3 Other information [Go to Page]
6 Service delivery processes
6.1 Service level management
6.1.1 Intent of the requirements
6.1.2 Concepts
6.1.3 Explanation of requirements
6.1.3.2 Catalogue of services
6.1.3.3 Service level agreements
6.1.3.4 Managing the catalogue of services and service delivery
6.1.3.5 Managing other parties
6.1.4 Documents and records
6.1.5 Authorities and responsibilities
6.2 Service reporting
6.2.1 Intent of the requirements
6.2.2 Concepts
6.2.3 Explanation of requirements
6.2.4 Authorities and responsibilities
6.3 Service continuity and availability management
6.3.1 Intent of the requirements
6.3.2 Concepts
6.3.3 Explanation of requirements [Go to Page]
6.3.3.2 Service continuity policy
6.3.3.3 Service continuity and availability plans
6.3.4 Service continuity and availability monitoring and testing
6.3.4.2 Availability monitoring and testing
6.3.4.3 Management of risk to availability
6.3.4.4 Review after invocation of a service continuity plan
6.3.5 Documents and records
6.3.6 Authorities and responsibilities
6.4 Budgeting and accounting for services
6.4.1 Intent of the requirements
6.4.2 Concepts
6.4.3 Explanation of requirements
6.4.3.2 Cost types
6.4.3.3 Apportioning overheads and allocation of direct costs
6.4.3.4 Budgeting
6.4.3.5 Accounting
6.4.3.6 Charging
6.4.4 Documents and records
6.4.5 Authorities and responsibilities
6.5 Capacity management
6.5.1 Intent of the requirements
6.5.2 Concepts
6.5.3 Explanation of requirements
6.5.3.2 Capacity plan
6.5.4 Documents and records
6.5.5 Authorities and responsibilities
6.6 Information security management
6.6.1 Intent of the requirements
6.6.2 Concepts
6.6.3 Explanation of requirements
6.6.3.2 Information security controls
6.6.3.3 Risk assessment
6.6.3.4 Managing information security risks
6.6.3.5 Information security changes and incidents
6.6.4 Documents and records
6.6.5 Authorities and responsibilities
6.1 Actions to address risks and opportunities [Go to Page]
6.1.1 Required activities
6.1.2 Explanation
6.1.3 Other information
6.2 Service management objectives and planning to achieve them [Go to Page]
6.2.1 Required activities
6.2.2 Explanation
6.2.3 Other information
6.3 Plan the service management system [Go to Page]
6.3.1 Required activities
6.3.2 Explanation
6.3.3 Other information [Go to Page]
7 Relationship processes
7.1 Business relationship management
7.1.1 Intent of the requirements
7.1.2 Concepts
7.1.3 Explanation of the requirements
7.1.3.2 Customer service management reviews
7.1.3.3 Customer satisfaction
7.1.4 Documents and records
7.1.5 Authorities and responsibilities
7.2 Supplier management
7.2.1 Intent of the requirements
7.2.2 Concepts
7.2.3 Explanation of requirements
7.2.3.2 Supplier details
7.2.3.3 Managing sub-contracted suppliers [Go to Page]
Figure 3 — Example of relationship with lead suppliers and sub-contracted suppliers
7.2.3.5 Contract termination
7.2.4 Documents and records
7.2.5 Authorities and responsibilities
7.1 Resources [Go to Page]
7.1.1 Required activities
7.1.2 Explanation
7.1.3 Other information
7.2 Competence [Go to Page]
7.2.1 Required activities
7.2.2 Explanation
7.2.3 Other information
7.3 Awareness [Go to Page]
7.3.1 Required activities
7.3.2 Explanation
7.3.3 Other information
7.4 Communication [Go to Page]
7.4.1 Required activities
7.4.2 Explanation
7.4.3 Other information
7.5 Documented information [Go to Page]
7.5.1 General
7.5.2 Creating and updating documented information
7.5.3 Control of documented information
7.5.4 Service management system documented information
7.6 Knowledge [Go to Page]
7.6.1 Required activities
7.6.2 Explanation
7.6.3 Other information [Go to Page]
8 Resolution processes
8.1 Incident and service request management
8.1.1 Intent of the requirements
8.1.2 Concepts
8.1.3 Explanation of requirements [Go to Page]
Table 1 — Example matrix of incident resolution target times based on priorities
8.1.3.2 Incident and service request lifecycle and use of data
8.1.4 Major incident procedure
8.1.5 Documents and records
8.1.6 Authorities and responsibilities
8.2 Problem management
8.2.1 Intent of the requirements
8.2.2 Concepts
8.2.3 Explanation of requirements
8.2.4 Documents and records
8.2.5 Authorities and responsibilities
8.1 Operational planning and control [Go to Page]
8.1.1 Required activities
8.1.2 Explanation
8.1.3 Other information
8.2 Service portfolio [Go to Page]
8.2.1 Service delivery [Go to Page]
8.2.2 Plan the services
8.2.3 Control of parties involved in the service lifecycle
8.2.4 Service catalogue management
8.2.5 Asset management
8.2.6 Configuration management
8.3 Relationship and agreement [Go to Page]
8.3.1 General
8.3.2 Business relationship management
8.3.3 Service level management
8.3.4 Supplier management
8.4 Supply and demand [Go to Page]
8.4.1 Budgeting and accounting for services
8.4.2 Demand management
8.4.3 Capacity management
8.5 Service design, build and transition [Go to Page]
8.5.1 Change management
8.5.2 Service design and transition
8.5.3 Release and deployment management
8.6 Resolution and fulfilment [Go to Page]
8.6.1 Incident management
8.6.2 Service request management
8.6.3 Problem management
8.7 Service assurance [Go to Page]
8.7.1 Service availability management
8.7.2 Service continuity management
8.7.3 Information security management [Go to Page]
9 Control processes
9.1 Configuration management
9.1.1 Intent of the requirements
9.1.2 Concepts
9.1.3 Explanation of requirements
9.1.3.2 Resources and capability
9.1.3.3 Identification and definition of CIs
9.1.3.4 Types of CIs
9.1.3.5 Maintenance of CIs
9.1.4 Documents and records
9.1.5 Authorities and responsibilities
9.2 Change management
9.2.1 Intent of the requirements
9.2.2 Concepts
9.2.3 Explanation of requirements
9.2.3.2 Planning and implementation
9.2.3.3 Reviewing the request for change
9.2.3.4 Emergency changes
9.2.4 Documents and records
9.2.5 Authorities and responsibilities
9.3 Release and deployment management
9.3.1 Intent of the requirements
9.3.2 Concepts
9.3.3 Explanation of requirements
9.3.3.2 Release and deployment planning
9.3.3.3 Release and deployment practices
9.3.3.4 Testing of releases
9.3.3.5 Deployment activities and procedures
9.3.4 Documents and records
9.3.5 Authorities and responsibilities
9.1 Monitoring, measurement, analysis, and evaluation [Go to Page]
9.1.1 Required activities
9.1.2 Explanation
9.1.3 Other information
9.2 Internal audit [Go to Page]
9.2.1 Required activities
9.2.2 Explanation
9.2.3 Other information
9.3 Management review [Go to Page]
9.3.1 Required activities
9.3.2 Explanation
9.3.3 Other information
9.4 Service reporting [Go to Page]
9.4.1 Required activities
9.4.2 Explanation
9.4.3 Other information
10.1 Nonconformity and corrective action [Go to Page]
10.1.1 Required activities
10.1.2 Explanation
10.1.3 Other information
10.2 Continual improvement [Go to Page]
10.2.1 Required activities
10.2.2 Explanation
10.2.3 Other information [Go to Page]
Annex A
Interfaces between processes and integration of processes with SMS [Go to Page]
Table A.1 — Interfaces and integration for design and transition of new or changed services
Table A.5 — Interfaces and integration for budgeting and accounting for services
Table A.7 — Interfaces and integration for ISM
Table A.11 — Interfaces and integration for problem management
Table A.12 — Interfaces and integration for configuration management
Table A.14 — Interfaces and integration for release and deployment management
Bibliography
Bibliography
30373342_NEW.pdf [Go to Page]
undefined
Foreword
Introduction
1 Scope
1.1 General
1.2 Application
1.3 Structure
2 Normative references
3 Terms and definitions
4 Context of the organization
4.1 Understanding the organization and its context
4.1.1 Required activities
4.1.2 Explanation
4.1.3 Other information
4.2 Understanding the needs and expectations of interested parties
4.2.1 Required activities
4.2.2 Explanation
4.2.3 Other information
4.3 Determining the scope of the service management system
4.3.1 Required activities
4.3.2 Explanation
4.3.3 Other information
4.4 Service management system
4.4.1 Required activities
4.4.2 Explanation
4.4.3 Other information
5 Leadership
5.1 Leadership and commitment
5.1.1 Required activities
5.1.2 Explanation
5.1.3 Other information
5.2 Policy
5.2.1 Required activities
5.2.2 Explanation
5.2.3 Other information
5.3 Organizational roles, responsibilities, and authorities
5.3.1 Required activities
5.3.2 Explanation
5.3.3 Other information
6 Planning
6.1 Actions to address risks and opportunities
6.1.1 Required activities
6.1.2 Explanation
6.1.3 Other information
6.2 Service management objectives and planning to achieve them
6.2.1 Required activities
6.2.2 Explanation
6.2.3 Other information
6.3 Plan the service management system
6.3.1 Required activities
6.3.2 Explanation
6.3.3 Other information
7 Support of the service management system
7.1 Resources
7.1.1 Required activities
7.1.2 Explanation
7.1.3 Other information
7.2 Competence
7.2.1 Required activities
7.2.2 Explanation
7.2.3 Other information
7.3 Awareness
7.3.1 Required activities
7.3.2 Explanation
7.3.3 Other information
7.4 Communication
7.4.1 Required activities
7.4.2 Explanation
7.4.3 Other information
7.5 Documented information
7.5.1 General
7.5.2 Creating and updating documented information
7.5.3 Control of documented information
7.5.4 Service management system documented information
7.6 Knowledge
7.6.1 Required activities
7.6.2 Explanation
7.6.3 Other information
8 Operation of the service management system
8.1 Operational planning and control
8.1.1 Required activities
8.1.2 Explanation
8.1.3 Other information
8.2 Service portfolio
8.2.1 Service delivery
8.2.2 Plan the services
8.2.3 Control of parties involved in the service lifecycle
8.2.4 Service catalogue management
8.2.5 Asset management
8.2.6 Configuration management
8.3 Relationship and agreement
8.3.1 General
8.3.2 Business relationship management
8.3.3 Service level management
8.3.4 Supplier management
8.4 Supply and demand
8.4.1 Budgeting and accounting for services
8.4.2 Demand management
8.4.3 Capacity management
8.5 Service design, build and transition
8.5.1 Change management
8.5.2 Service design and transition
8.5.3 Release and deployment management
8.6 Resolution and fulfilment
8.6.1 Incident management
8.6.2 Service request management
8.6.3 Problem management
8.7 Service assurance
8.7.1 Service availability management
8.7.2 Service continuity management
8.7.3 Information security management
9 Performance evaluation
9.1 Monitoring, measurement, analysis, and evaluation
9.1.1 Required activities
9.1.2 Explanation
9.1.3 Other information
9.2 Internal audit
9.2.1 Required activities
9.2.2 Explanation
9.2.3 Other information
9.3 Management review
9.3.1 Required activities
9.3.2 Explanation
9.3.3 Other information
9.4 Service reporting
9.4.1 Required activities
9.4.2 Explanation
9.4.3 Other information
10 Improvement
10.1 Nonconformity and corrective action
10.1.1 Required activities
10.1.2 Explanation
10.1.3 Other information
10.2 Continual improvement
10.2.1 Required activities
10.2.2 Explanation
10.2.3 Other information
Annex A (informative) Mandatory documented information in ISO/IEC 20000-1:2018
Bibliography [Go to Page]

About Us / Careers / support@madcad.com / 1.800.798.9296

MADCAD.com Free Trial

Report To Us

Contact us for a custom quote

⨯To continue with accurate pricing, please select your company type below:

⨯We need your input!

⨯ We need your input!

Cart Warning

BS ISO/IEC 20000-2:2019 - TC Tracked Changes. Information technology. Service management - Guidance on the application of service management systems, 2019

⨯To continue with accurate pricing,
please select your company type below: