ISO/IEC 20000-1:2018 pdf free.Information technology — Service management — Part 1: Service management system requirements.
This document has been prepared to specify requirements for establishing, implementing, maintaining and continually improving a service management system (SMS). An SMS supports the management of the service lifecycle, including the planning, design, transition, delivery and improvement of services, which meet agreed requirements and deliver value for customers, users and the organization delivering the services.
The adoption of an SMS is a strategic decision for an organization and is influenced by the organization’s objectives, the governing body, other parties involved in the service lifecycle and the need for effective and resilient services.
Implementation and operation of an SMS provides ongoing visibility, control of services and continual improvement, leading to greater effectiveness and efficiency. Improvement for service management applies to the SMS and the services.
This document is intentionally independent of specific guidance. The organization can use a combination of generally accepted frameworks and its own experience. The requirements specified in this document align with commonly used improvement methodologies. Appropriate tools for service management can he used to support the SMS.
ISO/IEC 20000-2 provides guidance on the application of service management systems including examples of how to meet the requirements specified in this document. ISO/IEC 2000040 provides information on all of the parts of the ISO/IEC 20000 series, benefits, misperceptions and other related standards. ISO/IEC 20000-10 lists the terms and definitions included in this document in addition to terms not used in this document but used in other parts of the ISO/IEC 20000 series.
The clause structure (i.e. clause sequence), terms in 3i and many of the requirements are taken from Annex SL of the Consolidated ISO Supplement to the ISO/IEC Directives Part 1, known as the common high level structure (HLS) for management system standards. The adoption of the HLS enables an organization to align or integrate multiple management system standards. For example, an SMS can be integrated with a quality management system based on ISO 9001 or an information security management system based on ISO/IEC 27001.
Figure 1 illustrates an SMS showing the clause content of this document. It does not represent a structural hierarchy, sequence or authority levels. There is no requirement in this document for its structure to be applied to an organization’s SMS. There is no requirement for the terms used by an organization to be replaced by the terms used in this document. Organizations can choose to use terms that suit their operations.
The structure of clauses is intended to provide a coherent presentation of requirements, rather than a model for documenting an organization’s policies, objectives and processes. Each organization can choose how to combine the requirements into processes. The relationship between each organization and its customers, users and other interested parties influences how the processes are implemented. however, an SMS as designed by an organization, cannot exclude any of the requirements specified in this document.
ISO/IEC 20000-1 specifies requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS). The requirements specified in this document include the planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value.ISO/IEC 20000-1:2018 pdf free download.