INTERNATIONAL ISO/IEC STANDARD 20000-10 First edition 2018-09 Information technology Service management - Part 10: Concepts and vocabulary Technologies de I'information - Gestion des services - Partie 10: Concepts et terminologie Reference number IEC IS0/IEC 20000-10:2018(E) ISO @ IS0/IEC 2018 IS0/IEC 20000-10:2018(E) COPYRIGHTPROTECTEDDOCUMENT IS0/IEC2018 All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting below orIso'smemberbody inthe country ofthe requester. ISO copyright office CP 401 · Ch. de Blandonnet 8 CH-1214 Vernier, Geneva Phone: +4122 749 01 11 Fax:+41227490947 Email:[email protected] Website: www.iso.org Published in Switzerland ii IS0/IEC2018-Allrightsreserved IS0/IEC20000-10:2018(E) Contents Page Foreword V Introduction ..vii 1 Scope .1 2 Normative references 3 Terms and definitions .1 3.1 Terms specific to management system standards. .1 3.2 Terms specific to service management used in the IS0/IEC 20000 series .5 3.3 Terms specific to service management used in the IS0/IEC 20000 series but not used in IS0/IEC 20000-1 9 4 Terminology used in IS0/IEc 20000 (all parts) 5 Service management systems (SMS) .10 5.1 General 10 5.2 What is an SMS? 10 5.3 The integrated approach 11 5.4 Continual improvement 11 5.5 Benefits of an SMS based on IS0/IEC 20000-1 11 5.5.1 General benefits of an SMS 11 5.5.2 Benefits from independent assessment of an SMS against IS0/IEC 20000-1 12 5.5.3 Benefits related to different service management scenarios 12 5.6 Misperceptions about an SMS and IS0/IEC 20000-1 16 Overview of the parts of IS0/IEC 20000 .17 6.1 General 17 6.2 Is0/1EC 20000-1:2018, Servicemanagement system requirements 18 6.2.1 Scope 18 6.2.2 Purpose 18 6.3 Is0/IEC 20000-2, Guidance on application of service management systems 19 6.3.1 Scope .19 6.3.2 Purpose 19 6.3.3 Relationship with IS0/IEC 20000-1 .19 6.4 ISO/IEC 20000-3, Guidance on scope definition and applicability of ISo/ IEC20000-1 19 6.4.1 Scope 19 6.4.2 Purpose 19 6.4.3 Relationship with IS0/IEC 20000-1 .20 6.5 IS0/IEC TR 20000-5:2013,Exemplar implementation plan for IS0/IEC 20000-1 20 6.5.1 Scope 20 6.5.2 Purpose .20 6.5.3 Relationship with IS0/IEC 20000-1 .20 6.6 IS0/IEC 20000-6:2017,Requirements for bodiesproviding auditand certification ofservice management systems 20 6.6.1 Scope .20 6.6.2 Purpose 21 6.6.3 Relationship with IS0/IEC 20000-1 .21 6.7 IS0/IEC TR 20000-11:2015, Guidance on the relationship between IS0/ IEc 20000-1:2011 and service management frameworks: ITIL? .21 6.7.1 Scope .21 6.7.2 Purpose .21 6.7.3 Relationship with IS0/IEC 20000-1 .21 6.8 IS0/IEC TR 20000-12:2016, Guidance on the relationship between IS0/ IEC20000-1:2011and service managementframeworks: CMMI-svC .21 6.8.1 Scope .21 6.8.2 Purpose. .22 @ IS0/IEC 2018 - All rights reserved ii