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17. Summary of ISO/IEC 20000
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The box below summarizes Part 1 of the standard.
1.Scope of application
2.Terms and definitions
3.Management system requirements
3.1 Management responsibility
3.2 Documentation requirements
3.3 Competence, awareness and training
4. Service management implementation planning
4.1 Service management planning (Planifier – Plan )
4.2 Service management implementation and service delivery (Faire – Do )
4.3 Monitoring, measurement and review (Verify – Check )
4.4 Continuous improvement (Act – Act )
4.4.1 Policy
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Summary of ISO/IEC 20000
Bibliography
Software tools
AUDIT DIAGNOSTIC EVALUATION SYSTEM (ADES), May 2009, CPI CONSEIL 6 rue de la Corniche, 91120 PALAISEAU, France.
Websites
CPI CONSEIL, assessing, auditing, certifying for improvement http://cpi.conseil.free.fr/
AFNOR BOUTIQUE, Ten keys to service management – From ITIL to ISO 20000 http://www.boutique.afnor.org/LIV7DetailLivre.aspx?CLE_ART=FA090923=LIVZLIVZ1A10A201A206=1=2784026
...Standards and norms
- Quality management systems – Basic principles and vocabulary - ISO 9000 - 2005
- Specification for IT service management – Part 1: specifications - BSI 15000-1 - 2002
- Specification for IT service management – Part 2: code of practice for service management - BSI 15000-2 - 2002
- Information Technology – Service management – Part 1: Specifications - ISO/CEI 20000-1 - 2005
- Information Technology...
Directory
Information Technology Service Management Forum (itSMF France) http://www.itsmf.fr
Office of Government Commerce http://www.ogc.gov.uk
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