ISO IEC 20000-1 is an international service management standard.
Availability is a
characteristic that applies to a service
or service |
A configuration baseline
is an official description of a service or service |
A configuration item is
any element that needs to be managed and |
3.4 Configuration management database (CMDB) A configuration management
database stores data about the attributes of |
Continual improvement is a
set of recurring activities that organizations |
Corrective actions are steps that are taken to eliminate the
causes of |
A customer is anyone who
receives a service or services from a service |
When information is placed on a
medium, it becomes a document. NOTE: ISO IEC 20000-1 2011 does not expect you to write a manual. |
Effectiveness refers to the
degree to which a planned effect is achieved. |
An incident is any
unplanned service interruption or any reduction in |
The purpose of information
security is to protect and preserve the NOTE: The ISO
IEC 27000 2014 information security standard refers to |
3.12 Information security incident An information security
incident is made up of one or more unwanted or Information
security incident management is a process
that is used |
An interested party is a
person or group that has a stake in the success |
An internal group is any
part of a service provider’s organization that Whenever internal groups help
service providers to design, deploy, |
A known error is a problem
that has an identified root cause or a |
Nonconformity
is a nonfulfillment or failure to meet a requirement. |
An organization
is a group of people who share a set of facilities |
Preventive actions are
steps that are taken to remove the causes of |
ISO 20000-1 uses the term problem
to refer to the “root cause of one or |
A procedure is a way of
carrying out a process or activity. According to |
A process is a set of
activities that are interrelated or that interact with |
A record is a type of
document. Records provide evidence that activities |
A release is a collection
of one or more new or modified configuration
|
A request for change is an
official proposal to change a service,
a service |
According to ISO
31000, risk is the “effect of uncertainty
on objectives” This definition recognizes that all
of us operate in an uncertain
world. |
A service is a means or a
method that organizations use to deliver |
A service component is a
single unit of a service. Service components |
Service continuity is a
corporate capability. This capability exists |
3.29 Service level agreement (SLA) A service level agreement
identifies services and service targets and |
Service management is a set
of capabilities and processes that service |
3.31 Service management system (SMS) A service management system is
a set of interrelated or interacting |
A service provider is an
organization or part of an organization that |
A service request could be
a request for information or for advice or it |
A service requirement is
a service need, expectation, or obligation. |
A supplier is an external
organization or part of an external organization |
The term top management
refers to a person or a group of people |
The term transition refers
to all the activities that are carried out when |
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Updated on February 3, 2017. First published on September 4, 2014.
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