ISO IEC 20000-10 pdf download.Information technology — Service management
This document describes the core concepts of ISO/IEC 20000 (all parts), identifying how the different parts support ISO/IEC 20000-1:2018 as well as the relationships between ISO/IEC 20000-1 and other International Standards and Technical Reports. This document also includes the terminology used in all parts of ISO/IEC 20000, so that organizations and individuals can interpret the concepts correctly. This document can be used by: a) organizations seeking to understand the terms and definitions to support the use of ISO/IEC 20000 (all parts); b) organizations looking for guidance on how to use the different parts of ISO/IEC 20000 to achieve their goal; c) organizations that wish to understand how ISO/IEC 20000 (all parts) can be used in combination with other International Standards; d) practitioners, auditors and other parties who wish to gain an understanding of ISO/IEC 20000 (all parts).
3 Terms and definitions
For the purposes of this document the following terms and definitions apply. ISO and IEC maintain terminological databases for use in standardization at the following addresses: — IEC Electropedia: available at http: //www .electropedia .org/ — ISO Online browsing platform: available at https: //www .iso .org/obp 3.1? Terms? specific? to? management? system? standards 3.1.1 audit systematic, independent and documented process (3.1.18) for obtaining audit evidence and evaluating it objectively to determine the extent to which the audit criteria are fulfilled Note 1 to entry: An audit can be an internal audit (first party) or an external audit (second party or third party), and it can be a combined audit (combining two or more disciplines). Note 2 to entry: An internal audit is conducted by the organization (3.1.14) itself, or by an external party on its behalf. Note 3 to entry: “Audit evidence” and “audit criteria” are defined in ISO 19011.3.1.2 competence ability to apply knowledge and skills to achieve intended results 3.1.3 conformity fulfilment of a requirement (3.1.19) Note 1 to entry: Conformity relates to requirements in ISO/IEC 20000-1 as well as the organization’s SMS requirements. Note 2 to entry: The original Annex SL definition has been modified by adding Note 1 to entry. 3.1.4 continual improvement recurring activity to enhance performance (3.1.16) 3.1.5 corrective action action to eliminate the cause or reduce the likelihood of recurrence of a detected nonconformity (3.1.12) or other undesirable situation Note 1 to entry: The original Annex SL definition has been changed by adding text to the original “action to eliminate the cause of a nonconformity and to prevent recurrence”. 3.1.6 documented information information required to be controlled and maintained by an organization (3.1.14) and the medium on which it is contained EXAMPLE Policies (3.1.17), plans, process descriptions, procedures (3.2.11), service level agreements (3.2.20) or contracts. Note 1 to entry: Documented information can be in any format and media and from any source. Note 2 to entry: Documented information can refer to: — the management system (3.1.9), including related processes (3.1.18); — information created in order for the organization to operate (documentation); — evidence of results achieved [records (3.2.12)]. Note 3 to entry: The original Annex SL definition has been modified by adding examples.3.1.7 effectiveness extent to which planned activities are realized and planned results achieved 3.1.8 interested party person or organization (3.1.14) that can affect, be affected by, or perceive itself to be affected by a decision or activity related to the SMS (3.2.23) or the services (3.2.15) Note 1 to entry: An interested party can be internal or external to the organization. Note 2 to entry: Interested parties can include parts of the organization outside the scope of the SMS, customers (3.2.3), users (3.2.28), community, external suppliers (3.2.4), regulators, public sector bodies, nongovernment organizations, investors or employees. Note 3 to entry: Where interested parties are specified in the requirements (3.1.19) of ISO/IEC 20000-1, the interested parties can differ depending on the context of the requirement.