AS/NZS ISO/IEC 20000.1:2019
Current
The latest, up-to-date edition.
Information technology - Service management Service management system requirements
Hardcopy , PDF 1 User , PDF 3 Users , PDF 5 Users , PDF 9 Users
English
05-22-2019
Important note : All end users must be registered with an Account prior to user licenses being assigned.The objective of this Standard is to specify the requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS).
| Committee |
IT-030
|
| DocumentType |
Standard
|
| ISBN |
978 1 76072 469 6
|
| Pages |
30
|
| PublisherName |
Standards Australia
|
| Status |
Current
|
| Supersedes |
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. This document can be used by:
a) a customer seeking services and requiring assurance regarding the quality of those services;
b) a customer requiring a consistent approach to the service lifecycle by all its service providers, including those in a supply chain;
c) an organization to demonstrate its capability for the planning, design, transition, delivery and improvement of services;
d) an organization to monitor, measure and review its SMS and the services;
e) an organization to improve the planning, design, transition, delivery and improvement of services through effective implementation and operation of an SMS;
f) an organization or other party performing conformity assessments against the requirements specified in this document;
g) a provider of training or advice in service management.
The term “service” as used in this document refers to the service or services in the scope of the SMS. The term “organization” as used in this document refers to the organization in the scope of the SMS that manages and delivers services to customers. The organization in the scope of the SMS can be part of a larger organization, for example, a department of a large corporation. An organization or part of an organization that manages and delivers a service or services to internal or external customers can also be known as a service provider. Any use of the terms “service” or “organization” with a different intent is distinguished clearly in this document.
| Standards | Relationship |
| ISO/IEC 20000-1:2018 | Identical |
Originated as AS 8018.1-2004.
Revised and redesignated as AS ISO/IEC 20000.1-2007.
Second edition 2013.
Jointly revised and redesignated as AS/NZS ISO/IEC 20000.1:2019.
| ISO 9000:2015 | Quality management systems — Fundamentals and vocabulary |
| ISO/IEC 19770-1:2017 | Information technology — IT asset management — Part 1: IT asset management systems — Requirements |
| ISO/IEC 27001:2013 | Information technology — Security techniques — Information security management systems — Requirements |
| ISO Guide 73:2009 | Risk management — Vocabulary |
| ISO 22301:2012 | Societal security Business continuity management systems Requirements |
| ISO/IEC 20000-2:2012 | Information technology Service management Part 2: Guidance on the application of service management systems |
| ISO/IEC 20000-10:2018 | Information technology — Service management — Part 10: Concepts and vocabulary |
| ISO 31000:2018 | Risk management — Guidelines |
| ISO 55001:2014 | Asset management — Management systems — Requirements |
| ISO/IEC TR 20000-12:2016 | Information technology Service management Part 12: Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: CMMI-SVC |
| ISO/IEC 27000:2018 | Information technology — Security techniques — Information security management systems — Overview and vocabulary |
| ISO 9001:2015 | Quality management systems — Requirements |
| ISO 19011:2018 | Guidelines for auditing management systems |
| ISO/IEC 20000-3:2012 | Information technology Service management Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1 |
| ISO/IEC 20000-6:2017 | Information technology — Service management — Part 6: Requirements for bodies providing audit and certification of service management systems |
| ISO/IEC 27013:2015 | Information technology Security techniques Guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 20000-1 |
| ISO/IEC 19770-5:2015 | Information technology — IT asset management — Part 5: Overview and vocabulary |
| ISO/IEC TR 20000-5:2013 | Information technology Service management Part 5: Exemplar implementation plan for ISO/IEC 20000-1 |
| ISO/IEC TR 20000-11:2015 | Information technology Service management Part 11: Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: ITIL |
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