GSO ISO/IEC 20000-1:2009
Gulf Standard
Current Edition
·
Approved on
17 October 2009
·
Information technology — Service management — Part 1: Specification
GSO ISO/IEC 20000-1:2009 Files
English
16 Pages
Current Edition
Reference Language
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GSO ISO/IEC 20000-1:2009 Scope
This part of ISO/IEC 20000 defines the requirements for a service provider to deliver managed
services of an acceptable quality for its customers.
It may be used:
a) by businesses that are going out to tender for their services;
b) by businesses that require a consistent approach by all service providers in a supply chain;
c) by service providers to benchmark their IT service management;
d) as the basis for an independent assessment;
e) by an organization which needs to demonstrate the ability to provide services that meet customer
requirements; and
f) by an organization which aims to improve service through the effective application of processes to
monitor and improve service quality.
This part of ISO/IEC 20000 specifies a number of closely related service management processes, as shown in
Figure 1.
The relationships between the processes depend on the application within an organization and are generally
too complex to model and therefore relationships between processes are not shown in this diagram.
The list of objectives and controls contained in this part of ISO/IEC 20000 are not exhaustive, and an
organization may consider that additional objectives and controls are necessary to meet their particular
business needs. The nature of the business relationship between the service provider and business
will determine how the requirements in this part of ISO/IEC 20000 are implemented in order to meet the
overall objective.
As a process based standard this part of ISO/IEC 20000 is not intended for product assessment.
However, organizations developing service management tools, products and systems may use both this
part of ISO/IEC 20000 and the code of practice to help them develop tools, products and systems that support
best practice service management.
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