ISO/IEC 20000-2-2005 pdf free

ISO/IEC 20000-2-2005 pdf free.Information technology – Security techniques Secretariat: DIN, Germany.
3 The management system
Objective: To provide a management system. including policies and a framework to enable the effective nzanagens’nI and implenwnaiion v/all iT services.
3.1 Management responsibility
The role of management in ensuring best practice processes are adopted and sustained is fundamental for any service provider to meet the requirements of ISO/TEC 20000-I.
To ensure commitment an owncr at scnior level should be idcntitied as being responsible for service management plans. This senior responsible owner should be accountable for the overall delivery of the service management plan.
The senior responsible owne?s role should encompass resourcing for any continual project based service improvement activities.
The senior responsible owner should be supported by a decision-taking group with sufficient authority to define policy and to enforce its decisions.
3.2 Docunientation requirements
The senior responsible owner should ensure that evidence is available for an audit of service management policies, plans and procedures, and any activities related to these.
Much of the evidence of service management planning and operations should exist in the form of documents, which may be any type, form or medium suitable for their purpose.
The following documents are normally considered suitable as evidence of service management planning.
a) policies and plans:
b) service documentation:
C) procedures:
d) process:
e) process control records.
There should be a process for the creation and management of documents to help ensure that the characteristics described are met.
Documentation should be protected from damage due, for example, to lkNr environmental conditions and computer disasters.
3.3 Competence, awareness and training
Objective: To ensure thai service management personnel are competent to undertake their role,
Personnel pcrfbrming work within service management should be competent on the basis of appropriate education. training, skills, and experience.
The service provider should:
a) determine the necessary competence for each role in service management:
b) ensure that personnel are aware of the relevance and importance of their activities within the wider business context and how they contribute to the achievement of quality objectives
c) maintain appropriate records of education, training, skills and experience:
dl provide training or take other action to satisfy these needs;
e) evaluate the effectiveness of the actions taken.
The service provider should develop and enhance the professional competence of their workforce. Among the measures taken to achieve this, the service provider should address the following:
I) recruitment: with the objective of checking the validity ofjob applicants’ details (including their professional qualifications) and identifying applicants’ strengths. weaknesses and potential capabilities, against ajob description/profile, service management targets and overall service quality objectives;
2) planning: with the objective of staffing of new or expanded services (also contracting services), using new technology, assigning service management staff to development project teams, succession planning and filling other gaps due to anticipated staff turnover:
3) training and development: with the objective of identifying training and development requirements as a training and development plan and providing for timely and effective delivery
StatT should be trained in the relevant aspects of service management (e.g. via training courses, self’ study, mentoring and on the job training) and their team-working and leadership skills should be developed. A chronological training record should be maintained for each individual, together with descriptions of the training provided.
In order to achieve teams of staff with an appropriate levels of competence the service provider should decide on the optimum mix of short term and permanent recruits. The service provider should also decide on the optimum mix of new staff with the skills required and re-training of existing staff.
NOTE The optimum balance of short tcrm and pcrmaricnt recruits is particularly important when the service provider is planning how to provide a service during and after major changes to the number and skills of the support staff.ISO/IEC 20000-2 pdf download.