ISO/IEC 20000-1:2005

ContentsPage
Foreword.iv
Introductionv
1Scope.1
2Termsanddefinitions.2
3Requirementsforamanagementsystem.3
3.1Managementresponsibility3
3.2Documentationrequirements4
3.3Competenceawarenessandtraining.4
4Planningandimplementingservicemanagement.4
4.1Planservicemanagement(Plan).5
4.2Implementservicemanagementandprovidetheservices(Do)6
4.3Monitoringmeasuringandreviewing(Check)6
4.4Continualimprovement(Act).7
4.4.1Policy.7
4.4.2Managementofimprovements7
4.4.3Activities7
5Planningandimplementingneworchangedservices.7
6Servicedeliveryprocess8
6.1Servicelevelmanagement.8
6.2Servicereporting9
6.3Servicecontinuityandavailabilitymanagement.9
6.4BudgetingandaccountingforITservices10
6.5Capacitymanagement10
6.6Informationsecuritymanagement.10
7Relationshipprocesses11
7.1General11
7.2Businessrelationshipmanagement11
7.3Suppliermanagement12
8Resolutionprocesses.13
8.1Background.13
8.2Incidentmanagement.13
8.3Problemmanagement13
9Controlprocesses14
9.1Configurationmanagement14
9.2Changemanagement14
10Releaseprocess.15
10.1Releasemanagementprocess.15
Bibliography.16


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