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ISO/IEC 20000-1:2018

Information technology — Service management — Part 1: Service management system requirements

Edition date: 2018-09-14
In Force
Available languages: English, French
Summary:

Le présent document spécifie les exigences destinées à une organisation pour établir, implémenter, maintenir et améliorer continuellement un système de management des services (SMS). Les exigences spécifiées dans le présent document incluent la planification, la conception, la transition, la fourniture et l'amélioration des services afin de satisfaire aux exigences des services et créer de la valeur. Le présent document peut être utilisé par:

a) un client attendant des services et exigeant une garantie de qualité pour ces services;

b) un client exigeant une approche cohérente du cycle de vie des services de la part de tous ses fournisseurs de services, y compris ceux de la chaîne logistique;

c) un organisme pour démontrer ses capacités en matière de planification, de conception, de transition, de fourniture et d'amélioration des services;

d) un organisme pour surveiller, mesurer et passer en revue son SMS et les services;

e) un organisme pour améliorer la planification, la conception, la transition, la fourniture et l'amélioration des services par la mise en œuvre et le fonctionnement efficaces d'un SMS;

f) un organisme ou un tiers menant des évaluations de conformité par rapport aux exigences spécifiées dans le présent document;

g) un fournisseur de formation ou de conseil en gestion des services.

Le terme «service» tel qu'il est utilisé dans le présent document se réfère au service ou aux services compris dans le périmètre d'application du SMS. Le terme «organisme» tel qu'il est utilisé dans le présent document se réfère à l'organisme compris dans le périmètre d'application du SMS qui gère et fournit les services aux clients. Dans le périmètre d'application du SMS, l'organisme peut faire partie d'une organisation plus étendue comme peut l'être, par exemple, un département au sein d'une grande entreprise. Un organisme ou partie d'un organisme qui gère et fournit un ou plusieurs services à des clients internes ou externes peut être aussi dénommé fournisseur de service. Tout usage des termes «service» ou «organisme» n'ayant pas les significations susmentionnées sera clairement indiqué dans le présent document.



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.
ICS: 35.020-Information technology (IT) in general, 03.080.99-Other services
CTN: ISO/IEC JTC 1/SC 40 - 5013818

Standards Cancellations

Anula a ISO/IEC 20000-1:2011

International Equivalence

Identic UNE-ISO/IEC 20000-1:2018

Modificaciones Normas

Es modificada por ISO/IEC 20000-1:2018/Amd 1:2024

Normas Conjuntas

Trabajo conjunto ISO/IEC 20000-1:2018

The book in the author's words

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