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The ISO/IEC 20000 is an international standard for Information Technology Service Management that was initially published by ISO in 2005 and is based upon the earlier British Standard BS15000. After that it was revised in 2018, ISO 20000-1 specifies the requirements that the Service Management System will need to meet for the organization to become certified to the standard. ISO 20000 is the standard for IT Service Management, published by ISO and IEC. The standard defines a set of management processes designed to help to deliver more effective IT services. ISO 20000 gives the procedure and the framework to help and manage ITSM while permitting to prove that the organization follows best practices. These best follows will help to improve the delivery of IT services. And ISO/IEC 20000 standard is appropriate to any size of the organization and any industry.

The standard enables organizations to demonstrate reliability and commitment to a high quality of service. ISO/IEC 20000 standard has become a competitive differentiator for the delivery of services.  The benefits of ISO 20000 cannot be exaggerated; organizations large or small have used the standard to great effect, discovering and securing tremendous cost and efficiency savings. Here are just a few of these benefits likes it helps to improve the organization’s image and credibility. It also helps to become more productive, which increases a competitive advantage through increased efficiency and effectiveness due to more consistent IT services. It also Increased customer satisfaction and adds a benchmark and improves the quality.  ISO 20000 provides fully integrated processes. It also decreases the cost of services. Also, it encourages the creation of a culture of continual improvement and development more agile and making changes quickly. And after all of this, it helps to Increase a competitive advantage over the all-other organization.

Here is the list of the documents and the records required during the ISO/IEC 20000 documentation process:

·         Scope of the Service Management System as per the clause 4.3

·         Service management policy and objectives as per the clauses 5.2 and 6.2

·         Risk assessment and management for the SMS as per the clause 6.1.2

·         Service management plan as per the clause 6.3 

·         Change management policy as per the clauses 7.5.4 d and 8.5.1.1

·         Information security policy as per the clauses 7.5.4 d and 8.7.3.1

·         Service continuity plan as per the clauses 7.5.4 d and 8.7.2

·         Processes of the organization’s SMS as per the clause 7.5.4 e

·         Service requirements as per the clauses 7.5.4 f, 8.2.2, and 8.3.3

·         Service catalog (s as per the clauses 7.5.4 g and 8.2.4

·         Service level agreement(s) as per the clauses 7.5.4 h and 8.3.3

·         Contract(s) with external suppliers as per the clauses 7.5.4 I and 8.3.4.1

·         Agreements with the internal supplier(s) or customers acting as a supplier as per the clauses 7.5.4 j and 8.3.4.2

·         Services that are provided or operated by other parties as per the clause 8.2.3.1a

·         Service components that are provided or operated by other parties as per the clause 8.2.3.1b

·         Processes, or parts of processes, in the organization’s SMS that are operated by other parties as per the clause 8.2.3.1c

·         Customers, users, and other interested parties of the services provided as per the clause 8.3.2

·         Release acceptance criteria as per the clause 8.5.3

·         Risks for service availability, service continuity, and information security as per the clauses 8.7.1, 8.7.2, and 8.7.3.2

·         Procedure for classifying and managing a major incident as per the clause 8.6.1

·         Procedure for continuing operations in the event of a major loss of service as per the clause 8.7.2 b

·         Procedure for restoring normal working conditions after service disruption as per the clause 8.7.2 e

·         Capacity requirements as per the clause 8.4.3

·         Design of new or changed services as per the clause 8.5.2.2

·         Service availability requirements and targets as per the clause 8.7.1

·         Records of ISO 20000 training, skills, experience, and qualifications as per the clause 7.2

·         Results of service availability monitoring as per the clause 8.7.1

·         Configuration information as per the clause 8.2.6

·         Records of any service complaints as per the clause 8.3.2

·         Records of any disputes between the organization and external suppliers as per the clause 8.3.4.1

·         Request for change as per the clause 8.5.1.2

·         Incidents as per the clause 8.6.1

·         Service requests as per the clause 8.6.2

·         Problems and the known errors as per the clause 8.6.3

·         Test results of service continuity plan(s) as per the clause 8.7.2

·         Information security incidents as per the clause 8.7.3.3

·         Monitoring and measurement results as per the clause 9.1

·         Internal audit program as per the clause 9.2

·         Results of internal audits as per the clause 9.2

·         Results of the management review as per the clause 9.3

·         Results of corrective actions as per the clause 10.1

·         Opportunities for improvement as per the clause 10.2

Source: https://20000procedures.wordpress.com/2022/04/16/what-are-the-mandatory-documents-are-required-in-iso-iec-20000-documentation-process/

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