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Foreword 0 Introduction 0 1 Scope 0 2 Normative references 0 3 Terms and definitions 0 3.1 Terms specific to management system standards 0 3.2 Terms specific to service management used in the ISO/IEC 20000 series 0 3.3 Terms specific to service management used in the ISO/IEC 20000 series but not used in ISO/IEC 20000-1 0 4 Terminology used in ISO/IEC 20000 (all parts) 0 5 Service management systems (SMS) 0 5.1 General 0 5.2 What is an SMS? 0 5.3 The integrated approach 0 5.4 Continual improvement 0 5.5 Benefits of an SMS based on ISO/IEC 20000-1 0 5.5.1 General benefits of an SMS 0 5.5.2 Benefits from independent assessment of an SMS against ISO/IEC 20000-1 0 5.5.3 Benefits related to different service management scenarios 0 5.6 Misperceptions about an SMS and ISO/IEC 20000-1 0 6 Overview of the parts of ISO/IEC 20000 0 6.1 General 0 6.2 ISO/IEC 20000-1:2018, Service management system requirements 0 6.2.1 Scope 0 6.2.2 Purpose 0 6.3 ISO/IEC 20000-2, Guidance on application of service management systems 0 6.3.1 Scope 0 6.3.2 Purpose 0 6.3.3 Relationship with ISO/IEC 20000-1 0 6.4 ISO/IEC 20000-3, Guidance on scope definition and applicability of ISO/IEC 20000-1 0 6.4.1 Scope 0 6.
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Common subject areas: medicine, law, business, engineering.
- Author
- ISO
- Language
- EN
- Category
- reference
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