ISO/IEC 20000-10:2018 pdf download – Information technology — Service management — Part 10: Concepts and vocabulary.
3.1.14 organization person or group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives (3.1.13) Note 1 to entry: The concept of organization includes, but is not limited to sole-trader, company, corporation, firm, enterprise, authority, partnership, charity or institution, or part or combination thereof, whether incorporated or not, public or private. Note 2 to entry: An organization or part of an organization that manages and delivers a service (3.2.15) or services to internal or external customers (3.2.3) can be known as a service provider (3.2.24). Note 3 to entry: If the scope of the SMS (3.2.23) covers only part of an organization, then organization, when used in ISO/IEC 20000 (all parts), refers to the part of the organization that is within the scope of the SMS. Any use of the term organization with a different intent is distinguished clearly. Note 4 to entry: The original Annex SL definition has been modified by adding Notes 2 and 3 to entry. 3.1.15 outsource, verb make an arrangement where an external organization (3.1.14) performs part of an organization’s function or process (3.1.18) Note 1 to entry: An external organization is outside the scope of the SMS (3.2.23), although the outsourced function or process, is within the scope. 3.1.16 performance measurable result Note 1 to entry: Performance can relate either to quantitative or qualitative findings. Note 2 to entry: Performance can relate to the management of activities, processes (3.1.18), products, services (3.2.15), systems or organizations (3.1.14). Note 3 to entry: The original Annex SL definition has been modified by adding “services” to Note 2 to entry. 3.1.17 policy intentions and direction of an organization (3.1.14) as formally expressed by its top management (3.1.21)
3.1.20 risk effect of uncertainty Note 1 to entry: An effect is a deviation from the expected — positive or negative. Note 2 to entry: Uncertainty is the state, even partial, of deficiency of information related to understanding or knowledge of, an event, its consequence, or likelihood. Note 3 to entry: Risk is often characterized by reference to potential events (as defined in ISO Guide 73:2009, 3.5.1.3) and consequences (as defined in ISO Guide 73:2009, 3.6.1.3), or a combination of these. Note 4 to entry: Risk is often expressed in terms of a combination of the consequences of an event (including changes in circumstances) and the associated likelihood (as defined in ISO Guide 73:2009, 3.6.1.1) of occurrence. 3.1.21 top management person or group of people who directs and controls an organization (3.1.14) at the highest level Note 1 to entry: Top management has the power to delegate authority and provide resources within the organization. Note 2 to entry: If the scope of the management system (3.1.9) covers only part of an organization then top management refers to those who direct and control that part of the organization.