ISO/IEC 20000:2011 - A Pocket Guide

This Pocket Guide provides a concise explanation of the nature, content and aim of ISO/IEC 20000-1: 2011 and a short summary of ISO/IEC 20000-2:2012. It brings ISO/IEC20000 Part 1 and Part 2 within reach of a vast international audience by providing the key elements of this important standard in a short, easy to read format:
it promote the awareness and the acceptability of ISO/IEC 20000 Part 1 and Part 2 as a valid standard for IT Services organizations;
it supports ISO/IEC 20000 training and certification and
it is a quick reference for practitioners to the core content of ISO/IEC 20000.

1;Colophon;5 2;Acknowledgements;6 3;Foreword;8 4;1 Introduction;12 4.1;1.1 Purpose of this book;12 4.2;1.2 Structure of this book;13 4.3;1.3 Audience for this book;15 5;2 Overview of ISO/IEC 20000;18 5.1;2.1 The ISO/IEC 20000 Series;18 5.2;2.2 History of ISO/IEC 20000;19 5.3;2.3 Purpose of ISO/IEC 20000;24 5.4;2.4 Contributions and benefits;27 6;3 Development of ISO standards;36 7;4 Accreditation, certification and assessment;40 7.1;4.1 Accreditation;40 7.2;4.2 Certification training for individuals;41 7.3;4.3 Assessments and audits;44 7.4;4.4 Certification;47 7.5;4.5 Scoping and applicability;50 8;5 Relationships to frameworks;54 8.1;5.1 Relationship to ITIL;54 8.2;5.2 Relationship to risk management;57 9;6 Alignment with other standards;62 9.1;6.1 Alignment with ISO 9001;62 9.2;6.2 Alignment with ISO/IEC 27001;63 10;7 ISO/IEC 20000 and communication;72 11;8 ISO/IEC 20000-1:2011;78 11.1;8.1 Management in general;78 11.2;8.2 Scope clause 1 of ISO/IEC 20000-1;78 11.3;8.3 Application clause 1.2 of ISO/IEC 20000-1;79 11.4;8.4 (4) Service management system general requirements;81 11.5;8.5 (5) Design and transition of new or changed services;95 11.6;8.6 (5.2) Plan new or changed services;97 11.7;8.7 (5.3) Design and development of new or changed services;98 11.8;8.8 (5.4) Transition of new or changed services;99 11.9;8.9 (6) Service delivery processes;100 11.10;8.10 (7) Relationship processes;113 11.11;8.11 (8) Resolution processes;118 11.12;8.12 (9) Control processes;121 12;9 ISO/IEC 20000 self-assessment;128 12.1;9.2 Assessment and reporting;129 12.2;9.3 Review and act;129 13;Annex A Glossary: terminology and definitions;132 14;Annex B ISO/IEC 20000-1:2011 changes;140 14.1;B.1 Name change;140 14.2;B.2 Changes in structure and size;140 14.3;B.3 Integrated Management System;143 14.4;B.4 Other noticeable changes;145 14.5;B.5 Major non-process-specific differences;145 14.6;B.6 Changes in terms and definitions;147 14.7;B.7 New requirements of ISO/IEC 20000-1:2011;149 15;App
endix C: ISO/IEC 20000-2:2012;156