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BS 15000-1:2002

BS 15000-1:2002

$102.76

IT service management – Specification for service management

Published By Publication Date Number of Pages
BSI 2002 18
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PDF Catalog

PDF Pages PDF Title
1 BRITISH STANDARD
2 Committees responsible for this British Standard
3 Contents
5 Introduction
Plan�Do�Check�Act methodology for service management processes
6 1 Scope
Service management process
2 Terms and definitions
availability
7 baseline
change record
configuration item (CI)
configuration management database (CMDB)
document
incident
problem
record
release
request for change
8 service desk
service level agreement (SLA)
service management
3 Requirements for a management system
3.1 Management responsibility
3.2 Documentation requirements
3.3 Competence, awareness and training
9 4 Planning and implementing service management
4.1 Plan service management (Plan)
4.2 Implement service management and provide the services (Do)
10 4.3 Monitoring, measuring and reviewing (Check)
4.4 Continuous improvement (Act)
11 5 Planning and implementing new or changed services
6 Service delivery process
6.1 Service level management
12 6.2 Service reporting
6.3 Availability and service continuity management
6.4 Budgeting and accounting for IT services
13 6.5 Capacity management
6.6 Information security management
7 Relationship processes
7.1 Business relationship management
14 7.2 Supplier management
Example of relationship between service providers and suppliers
15 8 Resolution processes
8.1 Incident management
8.2 Problem management
9 Control processes
9.1 Configuration management
16 9.2 Change management
10 Release process
10.1 Release management

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BS 15000-1:2002
$102.76