ISO20000-1 (ISO 20000-1) SMS Requirements (Download)

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ISO20000-1 ISO 20000-1 ISO/IEC 20000-1:2011 SMS Requirements

ISO/IEC 20000-1:2011 supersedes ISO/IEC 20000-1:2005

ISO/IEC 20000-1:2011 specifies the requirements for a service management system (SMS). It details requirements for the service provider to:

Plan,
Establish,
Implement,
Operate,
Monitor,
Review,
Maintain and improve an SMS

Customers have also purchased:

For an essential overview of the standard, ISO/IEC 20000: An introduction to the global standard for service management

For a step-by-step guide for implementation and certification, Implementing Service Quality based on ISO/IEC 20000

The requirements within the standard include the design, transition, delivery and improvement of services to meet agreed service requirements. ISO/IEC 20000-1:2011 can be used by:

An organisation seeking services from service providers and requiring assurance that their service requirements will be fulfilled
An organisation that requires a consistent approach by all its service providers, including those in a supply chain
A service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements
A service provider to monitor, measure and review its service management processes and services
A service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS
An assessor or auditor as the criteria for a conformity assessment of a service provider's SMS to the requirements in ISO/IEC 20000-1:2011.

About the Updates:

ISO/IEC 20000-1 has been updated to reflect the latest in best practice for service management. Updates include:

An expanded introduction, additional requirements and updated definitions section
The standard has a new title Service management -- Part 1: Service Management System Requirements
Closer alignment with ISO 9001 QMS requirements and ISO/IEC 27001 ISMS requirements
Sections 3 & 4 of the standard have been merged into one section called Service Management General Requirements
New requirements for the management of new or changed services have been added
A refinement of the scope of the SMS and the oversight (governance) process managed by other organisations
The plan-do-check-act (PDCA) cycle has been integrated into this version of the standard
Problem Management and Incident Management processes have been aligned with ITIL^®v3
More refined document and record control requirements
Revised and more in-depth requirements on supplier contracts
Added requirements on budgeting and accounting

Key Features and Benefits

This standard specifies the requirements for an SMS. This standard will help you develop, implement, establish an SMS.
This standard is generic, it can be applied anywhere in the world no matter the size, type or location of the organisation. Making it widely applicable.
Updated to reflect the latest in industry best practice, making this one of the most up-to-date source of IT service management information.

Publisher: IEC

Format: Electronic Download

Licensing Terms: Purchase and Use of this Product is Subject to this EULA.
Availability: Immediate Download
Other Formats: Hardcopy or Multiuser Site License

Acknowledgement of OGC Copyrights.

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