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Standards Council of Canada

ISO/IEC 20000-1:2018

Technologies de l'information - Gestion des services - Partie 1: Exigences du système de management des services

ISO/IEC 20000-1:2018 Le présent document spécifie les exigences destinées à une organisation pour établir, implémenter, maintenir et améliorer continuellement un système de management des services (SMS). Les exigences spécifiées dans le présent document incluent la planification, la conception, la transition, la fourniture et l'amélioration des services afin de satisfaire aux exigences des services et créer de la valeur. Le présent document peut être utilisé par:
a) un client attendant des services et exigeant une garantie de qualité pour ces services;
b) un client exigeant une approche cohérente du cycle de vie des services de la part de tous ses fournisseurs de services, y compris ceux de la chaîne logistique;
c) un organisme pour démontrer ses capacités en matière de planification, de conception, de transition, de fourniture et d'amélioration des services;
d) un organisme pour surveiller, mesurer et passer en revue son SMS et les services;
e) un organisme pour améliorer la planification, la conception, la transition, la fourniture et l'amélioration des services par la mise en œuvre et le fonctionnement efficaces d'un SMS;
f) un organisme ou un tiers menant des évaluations de conformité par rapport aux exigences spécifiées dans le présent document;
g) un fournisseur de formation ou de conseil en gestion des services.
Le terme «service» tel qu'il est utilisé dans le présent document se réfère au service ou aux services compris dans le périmètre d'application du SMS. Le terme «organisme» tel qu'il est utilisé dans le présent document se réfère à l'organisme compris dans le périmètre d'application du SMS qui gère et fournit les services aux clients. Dans le périmètre d'application du SMS, l'organisme peut faire partie d'une organisation plus étendue comme peut l'être, par exemple, un département au sein d'une grande entreprise. Un organisme ou partie d'un organisme qui gère et fournit un ou plusieurs services à des clients internes ou externes peut être aussi dénommé fournisseur de service. Tout usage des termes «service» ou «organisme» n'ayant pas les significations susmentionnées sera clairement indiqué dans le présent document.

Publication Number: 20000
Part Number: 1
Edition: 3.0
Language: fr
Circulation Date: 2018-09-14
ICS Codes: 03.080.99; 35.020;
Standard Number: ISO/IEC 20000-1:2018

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