TS ISO/IEC 20000-1
ISO/IEC 20000-1:2018 Information technology -- Service management -- Part 1: Service management system requirements
This document 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.
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About This Item
TS ISO/IEC 20000-1 defines the requirements for an organization to establish, implement, maintain, and continually improve a service management system (SMS). Its focus is on how services are planned, designed, transitioned, delivered, and improved so that service requirements are met and value is delivered.
What a service management system means
A service management system is the coordinated set of policies, processes, roles, responsibilities, and measurement practices used to manage services consistently. In general technical terms, ISO/IEC 20000-1 provides a management framework for service providers that may cover areas such as service desk operation, change control, capacity and continuity thinking, and performance monitoring. The standard is centered on governance of the service system rather than on prescribing a specific technical solution, which makes it relevant to IT service providers, shared service functions, and organizations that want to manage service quality in a structured way.
Key boundaries of this standard
- Includes requirements for planning, design, transition, delivery, and continual improvement of services.
- Defines an SMS approach that helps an organization manage service requirements in a systematic way.
- Supports core service management principles such as value creation, consistency, and controlled service delivery.
- Focuses on management system requirements rather than detailed product or technology design.
- Publication Date: 28.01.2019
- Standard Status: U (Yürürlükteki Standard/Standard)
- Publisher: TSE
- Document Language: en
- ICS Classification: 03.080.99 Diğer Hizmetler; 35.020 Enformasyon Teknolojisi (Genel)
- Pages: 43
- Source Standard: ISO/IEC 20000-1:2018
- International Equivalents: 20000-1-EQV; 20000-1-EQV
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