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BS ISO/IEC 20000-5:2022

BS ISO/IEC 20000-5:2022

$167.15

Information technology. Service management – Implementation guidance for ISO/IEC 20000-1

Published By Publication Date Number of Pages
BSI 2022 42
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PDF Catalog

PDF Pages PDF Title
2 undefined
6 Foreword
7 Introduction
9 1 Scope
2 Normative references
3 Terms and definitions
4 Key considerations
4.1 Understanding ISO/IEC 20000-1
10 4.2 Appropriate use of an SMS
4.3 Scope of an SMS
11 4.4 An SMS as a goal-oriented system
4.5 Support and commitment
12 4.6 Risk-based thinking
4.7 Project readiness
13 4.8 Project team
14 4.9 Outsourcing some part of implementation
4.10 Tools
15 4.11 Very small entities
4.12 Integration with other management systems
16 4.13 Organizational change management
5 Implementation steps
5.1 Implementation considerations
17 5.2 Phased implementation
5.2.1 General
18 5.2.2 Approach 1: A subset of SMS processes in each phase
21 5.2.3 Approach 2: Evolution of the SMS at three levels
27 5.3 Initiation
5.3.1 Business case development
5.3.2 Baseline assessment/gap analysis
28 5.3.3 Set target state
29 5.4 Planning
30 5.5 Implementation
5.6 Evaluation
5.7 Future action
6 Implementation challenges
39 7 Post-implementation
7.1 Monitoring and control of the SMS and improving services
7.2 Preparation for the certification audit
7.3 Post-audit actions
40 7.4 Organizations not seeking certification
41 Bibliography

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BS ISO/IEC 20000-5:2022
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