Contents

Foreword
Introduction

Scope

• General
• Application
• Structure

Normative references

Terms and definitions

Context of the organization

• Understanding the organization and its context
  • Required activities
  • Explanation
  • Other information
• Understanding the needs and expectations of interested parties
  • Required activities
  • Explanation
  • Other information
• Determining the scope of the service management system
  • Required activities
  • Explanation
  • Other information
• Service management system
  • Required activities
  • Explanation
  • Other information

Leadership

• Leadership and commitment
• Policy
• Organizational roles, responsibilities, and authorities

Planning

• Actions to address risks and opportunities
• Service management objectives and planning to achieve them
• Plan the service management system

Support of the service management system

Resources

Competence

Awareness

Communication

• Required activities
• Explanation
  • Communications plan
  • Communication methods
• Other information

Documented information

• General
• Creating and updating documented information
• Control of documented information
• Service management system documented information

Knowledge

Operation of the service management system

Operational planning and control

• Required activities
• Explanation
• Other information

Service portfolio

• Service delivern
• Plan the services
• Control of parties involved in the service lifecycle
• Service catalogue management
• Asset management
• Configuration management

Relationship and agreement

• General
• Business relationship management
• Service level management
• Supplier management

Supply and demand

• Budgeting and accounting for services
• Demand management
• Capacity management

Service design, build and transition

• Change management
• Service design and transition
• Release and deployment management

Resolution and fulfilment

• Incident management
• Service request management
• Problem management

Service assurance

• Service availability management
• Service continuity management
• Information security management

Performance evaluation

• Monitoring, measurement, analysis, and evaluation
• Internal audit
• Management review
• Service reporting

Improvement

• Nonconformity and corrective action
• Continual improvement

Mandatory documented information in (informative)

Bibliography