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Directory of ITIL, ITSM & security services |
| Directory of Software & Services for ITIL, ITSM & Security | |
ISO 20000-1 "promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements". It was originally prepared by BSI, as the standard BS15000-1, and adopted by ISO under its fact-track procedure.
This part of the standard, essentially defines the requirements for a service provider to deliver managed services of an acceptable quality for its customers. It consists of ten sections:
- Scope;
- Terms and Definitions;
- Requirements for a Management System;
- Planning and Inplementing Service Management;
- Relationship Processes;
- Planning & Implementing New or Changed Services;
- Control Processes;
- Release Process;
- Resolution Processes;
- Service Delivery Process;
SCOPE
There are many views on the scope of IT service management. This publication represents an unbiased industry consensus on the five core processes involved that make up a successful service management programme.
- Service delivery and IT processes - Implementation of projects
- Relationship management - Specifying the relationship between customer and supplier
- Resolution processes - Anticipate, resolve or prevent serious IT incidents
- Control processes - Risk management of solutions
- Release processes - Explanation for the roll out of new programmes
Obtaining the standard and the Support Toolkit
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