This part of
ISO/IEC 20000 is a service management system (SMS) standard. It Specifies
requirement for the service provider to plan, establish, implement, operate,
monitor, review, maintain and improve an SMS. The requirements include the
design, transition, delivery and improvement of service to fulfill service
requirements. This part of ISO/IEC 20000 can be used by:
a)
An organization seeking
services from providers and requiring assurance that their service requirement
will be fulfilled.
b)
An organization that
requires a consistent approach by all its service provider, including those in
a supply chain.
c)
An service provider that
intends to demonstrate its capability for the design, transition, delivery and
improvement of service to fulfill service requirements
d)
A service provider to
monitor, measure and review its service management processes and service
e)
A service provoder to
improve the design, transition and delivery of service through effective
implementation and operation of an SMS
f)
An assessor or auditor as
the criteria for a comformity assessment of a service provider’s SMS to the
requirements in this part of ISO/IEC 20000
Figure 2
illustrates an SMS, including the service management processes. The service
management processes and realitionships between the processes can be
implemented in different ways by different service providers. The nature of the
relationship between a service provider and the customers wil be influence how
the service management processes are implemented.
ISO 20000-1:2011
https://mega.co.nz/#!EpREjCBK!3qTClU5uUIpQzh5-e-5oG4CX3UT221Cof9hzEuJS8iM
ISO 20000-2:2012
https://mega.co.nz/#!Z84BXSYa!KDT7uEqtqPBDdqqc4SbsZDdfFpoZuRxfPWFWKcfhKfI
Different version 2005 to 2011
https://mega.co.nz/#!FgQC0IhZ!OFDglAUTJGaciT7W-x8dEx3CfaJy4ZnPzj2zTrST4Z8
