ISO/IEC 20000-1:2018(en)Information technology - ITSM

Table of Contents

- 1 ~ 3 : 무료 공개

- 4 ~ 8 : 라이센스를 구매해야 확인이 가능한 표준

 

Introduction

1 Scop
1.1 General
1.2 Application

2 Normative reference

3 Terms and definition
3.1 Terms specific to management system standard
3.2 Terms specific to service management

 

 

유료 라이센스 목차

 

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4 Context of the organizatio
4.1 Understanding the organization and its contex
4.2 Understanding the needs and expectations of interested parties
4.3 Determining the scope of the service management syste
4.4 Service management system

5 Leadershi
5.1 Leadership and commitment
5.2 Policy
5.3 Organizational roles, responsibilities and authorities

6 Planning
6.1 Actions to address risks and opportunitie
6.2 Service management objectives and planning to achieve them
6.3 Plan the service management system

7 Support of the service management system
7.1 Resources
7.2 Competenc
7.3 Awareness
7.4 Communication
7.5 Documented information
7.6 Knowledge

8 Operation of the service management system
8.1 Operational planning and control
8.2 Service portfoli
8.3 Relationship and agreement
8.4 Supply and demand
8.5 Service design, build and transitio
8.6 Resolution and fulfilment
8.7 Service assurance

 

 Related References

- ISO :  www.iso.org/obp/ui/#iso:std:iso-iec:20000:-1:ed-3:v1:en

https://www.iso.org/obp/ui/#iso:std:iso-iec:20000:-1:ed-3:v1:en

ISO 20000

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