PART

TITLE 15 TABLE OF CONTENTS

PAGE

1

Introduction

3

2

Terms and Definitions

10

3

Overview of Standard

16

4
4.1
4.2
4.3
4.4
4.5

Service Leadership
Accept responsibility for service management
Control processes operated by other parties
Manage your service documents and records
Support your service management system
Establish your service management system

18
18
22
23
27
29

5
5.1
5.2
5.3
5.4

Service Development
Control the design and redesign of your services
Plan service additions, changes, and removals
Design new services and redesign existing services
Test new or changed services prior to deployment

41
41
43
46
47

6
6.1
6.2
6.3
6.4
6.5
6.6

Service Delivery
Establish agreements to control service delivery
Establish reporting methods and prepare reports
Establish service continuity and ensure service availability
Establish a service budgeting and accounting process
Establish capacity plans and provide sufficient capacity
Establish information security management methods

49
49
51
53
56
58
59

7
7.1
7.2

Service Relationships
Manage your relationship with service customers
Manage your relationship with service suppliers

64
64
65

8
8.1
8.2

Service Resolution
Establish procedures to manage incidents and requests
Establish a procedure to identify and manage problems

69
69
72

9
9.1
9.2
9.3

Service Control
Establish an effective configuration management process
Establish a comprehensive change management process
Establish a release and deployment management process

76
76
78
83

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