Information technology. Service management. Concepts and vocabulary

Abstract

This document describes the core concepts of ISO/IEC 20000 (all parts), identifying how the different parts support ISO/IEC 20000‑1:2018 as well as the relationships between ISO/IEC 20000‑1 and other International Standards and Technical Reports. This document also includes the terminology used in all parts of ISO/IEC 20000, so that organizations and individuals can interpret the concepts correctly.
This document can be used by:

a)
organizations seeking to understand the terms and definitions to support the use of ISO/IEC 20000 (all parts);

b)
organizations looking for guidance on how to use the different parts of ISO/IEC 20000 to achieve their goal;
c)
organizations that wish to understand how ISO/IEC 20000 (all parts) can be used in combination with other International Standards;

d) practitioners, auditors and other parties who wish to gain an understanding of ISO/IEC 20000 (all parts).

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