AS/NZS ISO/IEC 20000.3:2014
Information technology - Service management - Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1
Provides standardization in the field of service management. In particular, it provides guidance on the scope definition, applicability and demonstration of conformity for service providers aiming to meet the requirements of ISO/IEC 20000-1. It also provides guidance for service providers that are planning service improvements and are intending to use ISO/IEC 20000. It can be used in conjunction with ISO/IEC 20000-2, which provides guidance on the application of ISO/IEC 20000-1. Identical to and reproduced from ISO/IEC 20000-3:2012.
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AS/NZS ISO/IEC 20000.3:2014
COPYRIGHT
PREFACE
CONTENTS
INTRODUCTION
1 Scope
2 Normative references
3 Terms and definitions
4 Fulfilling the requirements specified in ISO/IEC 20000-1
5 Applicability of ISO/IEC 20000-1
5.1 Who can use ISO/IEC 20000-1?
5.2 Governance of processes operated by other parties
5.3 The extent of technology used to deliver services
6 General principles for the scope of an SMS
6.1 Introduction
6.2 The scope of the SMS
6.3 Agreements between customers and the service provider
6.4 Scope definition parameters
6.5 Validity of scope definition
6.6 Changing the scope
6.7 Supply chains and SMS scope
6.8 Integrating or aligning with other management systems
Annex A (informative) Main points on scope of the SMS, applicability and conformity to ISO/IEC 20000-1
A.1 General
A.2 Multiple legal entities
A.3 Commercial status
A.4 Process names
A.5 Inclusions and exclusions
A.6 Authorities and responsibilities
A.7 Interfaces and process integration
A.8 Evidence of conformity
A.9 Parameters for scope definition
A.10 Extending the scope of the SMS
Annex B (informative) Scenario based scope definitions
B.1 General
B.2 Scenarios 1,2 and 3: Supply chains
B.3 Scenario 4: Simple scenario following improvements
B.4 Scenario 5: Outsourced function
B.5 Scenario 6: Outsourced function and services
B.6 Scenario 7: Extensive outsourcing
B.7 Scenario 8: A supplier as both internal and external service provider
B.8 Scenario 9: Complex supply chains and governance of processes
B.9 Scenario 10: Scope definition
B.10 Scenario 11: Changes to parameters / increase in locations
Annex C (informative) Types of conformity assessments
Bibliography
Figures
Figure B.1 — Scenarios 1 and 2: Relationship with suppliers
Figure B.2 — Scenario 3: Relationship with lead suppliers and sub-contracted suppliers
Figure B.3 — Scenario 4: Scope definition
Figure B.4 — Scenario 5: Scope definition
Figure B.5 — Scenario 6: Scope definition
Figure B.6 — Scenario 7: Scope definition
Figure B.7 — Scenario 8: Scope definition
Figure B.8 —Scenario 8: Redrawn to show Supplier 4, part of Organization V
Figure B.9 — Scenario 9: Scope definition 9
Figure B.10 — Scenario 10: Scope definition
Figure B.11 — Scenario 11: Scope definition
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AS/NZS ISO/IEC 20000.3:2014
COPYRIGHT
PREFACE
CONTENTS
INTRODUCTION
1 Scope
2 Normative references
3 Terms and definitions
4 Fulfilling the requirements specified in ISO/IEC 20000-1
5 Applicability of ISO/IEC 20000-1
5.1 Who can use ISO/IEC 20000-1?
5.2 Governance of processes operated by other parties
5.3 The extent of technology used to deliver services
6 General principles for the scope of an SMS
6.1 Introduction
6.2 The scope of the SMS
6.3 Agreements between customers and the service provider
6.4 Scope definition parameters
6.5 Validity of scope definition
6.6 Changing the scope
6.7 Supply chains and SMS scope
6.8 Integrating or aligning with other management systems
Annex A (informative) Main points on scope of the SMS, applicability and conformity to ISO/IEC 20000-1
A.1 General
A.2 Multiple legal entities
A.3 Commercial status
A.4 Process names
A.5 Inclusions and exclusions
A.6 Authorities and responsibilities
A.7 Interfaces and process integration
A.8 Evidence of conformity
A.9 Parameters for scope definition
A.10 Extending the scope of the SMS
Annex B (informative) Scenario based scope definitions
B.1 General
B.2 Scenarios 1,2 and 3: Supply chains
B.3 Scenario 4: Simple scenario following improvements
B.4 Scenario 5: Outsourced function
B.5 Scenario 6: Outsourced function and services
B.6 Scenario 7: Extensive outsourcing
B.7 Scenario 8: A supplier as both internal and external service provider
B.8 Scenario 9: Complex supply chains and governance of processes
B.9 Scenario 10: Scope definition
B.10 Scenario 11: Changes to parameters / increase in locations
Annex C (informative) Types of conformity assessments
Bibliography
Figures
Figure B.1 — Scenarios 1 and 2: Relationship with suppliers
Figure B.2 — Scenario 3: Relationship with lead suppliers and sub-contracted suppliers
Figure B.3 — Scenario 4: Scope definition
Figure B.4 — Scenario 5: Scope definition
Figure B.5 — Scenario 6: Scope definition
Figure B.6 — Scenario 7: Scope definition
Figure B.7 — Scenario 8: Scope definition
Figure B.8 —Scenario 8: Redrawn to show Supplier 4, part of Organization V
Figure B.9 — Scenario 9: Scope definition 9
Figure B.10 — Scenario 10: Scope definition
Figure B.11 — Scenario 11: Scope definition
AS/NZS ISO/IEC 20000.3:2014
Online Library subscription information
Online library subscriptions provide a cost-effective solution for organisations of any size to access the latest standards, offering 24/7 access to a personalised catalogue. The service ensures subscribers have have the most up-to-date version of selected standards, incluing automatic updates for any amendments or versions. Pricing is dependent on the chosen standards and the number of concurrent users, with discounts applied from the standards PDF price. For customised subscriptions or further inquiries, contact the Online Library team.