ISO/IEC TR 20000-5:2013
Withdrawn
A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.
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Information technology Service management Part 5: Exemplar implementation plan for ISO/IEC 20000-1
Hardcopy , PDF , PDF 3 Users , PDF 5 Users , PDF 9 Users
01-14-2022
English
10-30-2013
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ISO/IEC TR 20000-5:2013 is an exemplar implementation plan providing guidance on how to implement a service management system (SMS) to fulfil the requirements of ISO/IEC 20000-1:2011. The intended users of ISO/IEC TR 20000-5:2013 are service providers, but it can also be useful for those advising service providers on how to implement an SMS.
ISO/IEC TR 20000-5:2013 includes advice for service providers on a suitable order in which to plan, implement and improve an SMS using, as an example, a generic three-phased approach to manage the implementation. The service provider can choose their own sequence to implement the SMS. Also included is advice on the development of a business case, the project initiation and other activities that are recommended for the implementation to be successful.
The phases described in ISO/IEC TR 20000-5:2013 do not include changes to the intended scope of the service provider's SMS. The scope itself is not subject to phased changes as a result of adopting the advice in ISO/IEC TR 20000-5:2013. Instead, each phase should improve the SMS in alignment with the service provider's agreed scope, building on the results of the previous phase.
The main activities for the development of the business case and initiation of the implementation project are shown. The main activities to implement the SMS based on ISO/IEC 20000-1:2011, in three phases, are listed. Many of the activities described in ISO/IEC TR 20000-5:2013 are intended to be met by actions over more than one phase, with each phase building upon the achievements of the earlier phase. Once the final phase is completed, the service provider's organization can achieve the benefits of an SMS that meets the requirements in ISO/IEC 20000-1:2011. Supporting information for the SMS implementation project is also provided.
Examples of policies to illustrate what a service provider can want to put in place are provided. Because policies depend on the organization and the strategy of the service provider, these example policies can be tailored to suit the organizational requirement.
Guidance on documentation management is provided, and templates are included for some of the documents specified in ISO/IEC 20000-1:2011 that can be amended to suit individual circumstances.
| DocumentType |
Standard
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| Pages |
41
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| PublisherName |
International Organization for Standardization
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| Status |
Withdrawn
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| Supersedes |
| Standards | Relationship |
| IS/ISO/IEC/TR 20000 : Part 5 : 2013 | Identical |
| NEN NPR ISO/IEC TR 20000-5 : 2013 | Identical |
| SA/SNZ TR ISO/IEC 20000.5:2014 | Identical |
| SIS-ISO/IEC TR 20000-5 : 2013 | Identical |
| CSA ISO/IEC TR 20000-5:15 (R2019) | Identical |
| PD ISO/IEC TR 20000-5:2013 | Identical |
| CSA ISO/IEC TR 20000-5 : 2015 | Identical |
| PD ISO/IEC TR 90006:2013 | Information technology. Guidelines for the application of ISO 9001:2008 to IT service management and its integration with ISO/IEC 20000-1:2011 |
| PD ISO/IEC TR 20000-11:2015 | Information technology. Service management Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: ITIL® |
| CSA ISO/IEC 20000-1 :2013 | INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS |
| UNE-ISO/IEC 20000-1:2011 | Information technology. Service management. Part 1: Service Management System requirements |
| TR 101 552 : 1.0.0 | GUIDANCE FOR THE APPLICATION OF CONFORMITY ASSESSMENT TO ACCESSIBILITY REQUIREMENTS FOR PUBLIC PROCUREMENT OF ICT PRODUCTS AND SERVICES IN EUROPE |
| 15/30299325 DC : 0 | BS ISO/IEC 27013 - INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDANCE ON THE INTEGRATED IMPLEMENTATION OF ISO/IEC 27001 AND ISO/IEC 20000-1 |
| 10/30184538 DC : 0 | BS ISO/IEC 20000-2 - INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 2: GUIDANCE ON THE APPLICATION OF SERVICE MANAGEMENT SYSTEMS |
| 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 |
| CAN/CSA-ISO/IEC 27013:16 | Information technology - Security techniques - Guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 20000-1 (Adopted ISO/IEC 27013:2015, second edition, 2015-12-01) |
| BS ISO/IEC 20000-6:2017 | Information technology. Service management Requirements for bodies providing audit and certification of service management systems |
| CSA ISO/IEC 20000-1 : 2013 : R2017 | INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS |
| ISO/IEC/IEEE 15289:2017 | Systems and software engineering Content of life-cycle information items (documentation) |
| BS ISO/IEC/IEEE 15289:2011 | Systems and software engineering. Content of life-cycle information products (documentation) |
| BS ISO/IEC/IEEE 15289:2019 | Systems and software engineering. Content of life-cycle information items (documentation) |
| S.R. CEN/CLC/ETSI/TR 101 552:2014 | GUIDANCE FOR THE APPLICATION OF CONFORMITY ASSESSMENT TO ACCESSIBILITY REQUIREMENTS FOR PUBLIC PROCUREMENT OF ICT PRODUCTS AND SERVICES IN EUROPE |
| ISO/IEC 27013:2015 | Information technology Security techniques Guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 20000-1 |
| UNE-ISO/IEC 20000-2:2015 | Information technology. Service management. Part 2: Guidance on the application of service management systems |
| PD ISO/IEC TR 20000-12:2016 | Information technology. Service management Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: CMMI-SVC® |
| BS ISO/IEC 20000-2:2012 | Information technology. Service management Guidance on the application of service management systems |
| UNE-ISO/IEC 20000-3:2015 | Information technology. Service management. Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1 |
| PD ISO/IEC TR 20000-9:2015 | Information technology. Service management Guidance on the application of ISO/IEC 20000-1 to cloud services |
| 12/30257208 DC : DRAFT FEB 2012 | BS ISO/IEC 20000-3 - INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 3: GUIDANCE ON SCOPE DEFINITION AND APPLICABILITY OF ISO/IEC 20000-1 |
| CSA ISO/IEC 20000-2 : 2013 : R2017 | INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 2: GUIDANCE ON THE APPLICATION OF SERVICE MANAGEMENT SYSTEMS |
| ISO/IEC TR 20000-10:2015 | Information technology Service management Part 10: Concepts and terminology |
| ISO/IEC TR 90006:2013 | Information technology Guidelines for the application of ISO 9001:2008 to IT service management and its integration with ISO/IEC 20000-1:2011 |
| ISO/IEC TS 15504-8:2012 | Information technology Process assessment Part 8: An exemplar process assessment model for IT service management |
| UNE 71020:2013 | Incremental conformity model based on UNE-ISO/IEC 20000-1 |
| IEEE 20000-2-2013 | IEEE Standard -- Adoption of ISO/IEC 20000-2:2012, Information technology -- Service management -- Part 2: Guidance on the application of service management systems |
| CSA ISO/IEC 20000-2:2013 | INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 2: GUIDANCE ON THE APPLICATION OF SERVICE MANAGEMENT SYSTEMS |
| ISO/IEC 20000-1:2011 | Information technology Service management Part 1: Service management system requirements |
| ISO/IEC 20000-3:2012 | Information technology Service management Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1 |
| ISO/IEC 20000-2:2012 | Information technology Service management Part 2: Guidance on the application of service management systems |
| INCITS/ISO/IEC 27013 : 2014 | INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDANCE ON THE INTEGRATED IMPLEMENTATION OF ISO/IEC 27001 AND ISO/IEC 20000-1 |
| CEI UNI ISO/IEC 20000-1 : 2012 | INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS |
| PD ISO/IEC TR 20000-10:2015 | Information technology. Service management Concepts and terminology |
| UNI CEI ISO/IEC 20000-1 : 2012 | INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM 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 |
| 11/30207802 DC : 0 | BS ISO/IEC 27013 - INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - GUIDELINES ON THE INTEGRATED IMPLEMENTATION OF ISO/IEC 27001 AND ISO/IEC 20000-1 |
| 13/30277600 DC : 0 | BS ISO 37500 - GUIDANCE ON OUTSOURCING |
| BS ISO/IEC 27013:2015 | Information technology. Security techniques. Guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 20000-1 |
| BS ISO/IEC 20000-1:2011 | Information technology. Service management Service management system requirements |
| BS ISO/IEC 20000-3:2012 | Information technology. Service management Guidance on scope definition and applicability of ISO/IEC 20000-1 |
| ISO/IEC TR 20000-9:2015 | Information technology Service management Part 9: Guidance on the application of ISO/IEC 20000-1 to cloud services |
| CAN/CSA-ISO/IEC TR 20000-12:18 | Information technology — Service management — Part 12: Guidance on the relationship between ISO/IEC 20000-1:2011 and service management frameworks: CMMI-SVC (Adopted ISO/IEC TR 20000-12:2016, first edition, 2016-10-01) |
| ISO/IEC 17000:2004 | Conformity assessment Vocabulary and general principles |
| ISO 19011:2011 | Guidelines for auditing management systems |
| AS/NZS ISO/IEC 20000.6:2019 | Information technology - Service management Requirements for bodies providing audit and certification of service management systems |
| ISO/IEC 17050-1:2004 | Conformity assessment Supplier's declaration of conformity Part 1: General requirements |
| ISO/IEC 27001:2013 | Information technology — Security techniques — Information security management systems — Requirements |
| ISO/IEC 15504-5:2012 | Information technology Process assessment Part 5: An exemplar software life cycle process assessment model |
| ISO/IEC 17021:2011 | Conformity assessment Requirements for bodies providing audit and certification of management systems |
| ISO/IEC 15504-4:2004 | Information technology Process assessment Part 4: Guidance on use for process improvement and process capability determination |
| AS/NZS ISO/IEC 20000.3:2020 | Information technology - Service management Guidance on scope definition and applicability of AS/NZS ISO/IEC 20000.1 |
| AS/NZS ISO/IEC 20000.1:2019 | Information technology - Service management Service management system requirements |
| ISO/IEC 27002:2013 | Information technology Security techniques Code of practice for information security controls |
| ISO/IEC 17011:2004 | Conformity assessment General requirements for accreditation bodies accrediting conformity assessment bodies |
| ISO/IEC TR 20000-4:2010 | Information technology Service management Part 4: Process reference model |
| ISO/IEC 15504-2:2003 | Information technology Process assessment Part 2: Performing an assessment |
| ISO/IEC 20000-1:2011 | Information technology Service management Part 1: Service management system requirements |
| ISO/IEC 20000-2:2012 | Information technology Service management Part 2: Guidance on the application of service 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 17050-2:2004 | Conformity assessment Supplier's declaration of conformity Part 2: Supporting documentation |
| ISO 9001:2015 | Quality management systems — Requirements |
| ISO/IEC TS 15504-8:2012 | Information technology Process assessment Part 8: An exemplar process assessment model for IT service management |
| ISO/IEC 27013:2015 | Information technology Security techniques Guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 20000-1 |
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