ISO IEC
          20000-1 2011 Plain English Outline

This page presents an outline of the ISO IEC 20000-1 service management
standard. For more detail,
see ISO IEC 20000-1 Translated into Plain English.

4. Service leadership

4.1 Accept responsibility for service management.

4.1.1 Demonstrate a commitment to service management.

4.1.2 Show that you support your service management policy.

4.1.3 Clarify responsibilities and define communication procedures.

4.1.4 Appoint a manager to oversee service management activities.

4.2 Control processes operated by other parties.

4.3 Manage your service documents and records.

4.3.1 Establish and maintain service documents.

4.3.2 Establish a procedure to control service documents.

4.3.3 Establish a procedure to control service records.

4.4 Support your service management system.

4.4.1 Identify and provide service management resources.

4.4.2 Ensure the competence of your service personnel.

4.5 Establish your service management system.

4.5.1 Define the scope of your service management system.

4.5.2 Develop a plan to implement service management system.

4.5.3 Implement and operate your service management system.

4.5.4 Monitor and review your service management system.

4.5.4.1 Establish suitable monitoring and measuring methods.

4.5.4.2 Plan and perform internal service management audits.

4.5.4.3 Review your service management system and services.

4.5.5 Maintain and improve service management system.

4.5.5.1 Create a policy and a procedure on continual improvement.

4.5.5.2 Manage your continual improvement decisions and activities.

5. Service development

5.1 Control the design and redesign of your services.

5.2 Plan service additions, changes, and removals.

5.3 Design new services and redesign existing services.

5.4 Test new or changed services prior to deployment.

6. Service delivery

6.1 Establish agreements to control service delivery.

6.2 Establish reporting methods and prepare reports.

6.3 Establish service continuity and ensure service availability.

6.3.1 Clarify your continuity and availability requirements.

6.3.2 Formulate service continuity and availability plans.

6.3.3 Monitor and test service continuity and availability.

6.4 Establish a service budgeting and accounting process.

6.5 Establish capacity plans and provide sufficient capacity.

6.6 Establish information security management methods.

6.6.1 Develop your information security policy.

6.6.2 Implement your information security controls.

6.6.3 Manage your security changes and incidents.

7. Service relationships

7.1 Manage your relationship with service customers.

7.2 Manage your relationship with service suppliers.

8. Service resolution

8.1 Establish procedures to manage incidents and requests.

8.2 Establish a procedure to identify and manage problems.

9. Service control

9.1 Establish an effective configuration management process.

9.2 Establish a comprehensive change management process.

9.3 Establish a release and deployment management process.

MORE ISO IEC 20000 PAGES

Introduction to ISO IEC 20000-1 2011

Overview of ISO IEC 20000-1 2011 Service

ISO IEC 20000-1 Service Management Definitions

ISO IEC 20000-1 Standard Translated into Plain English

How to Perform an Service Management Gap Analysis

ISO IEC 20000-1 Service Management Audit Tool

Plain English Service Management Checklist

Updated on February 3, 2017. First published on September 4, 2014.

Home Page

Our Libraries

A to Z Index

Customers

How to Order

Our Products

Our Prices

Guarantee

Praxiom Research Group Limited              help@praxiom.com             780-461-4514


Legal Restrictions on the Use of this Page
Thank you for visiting this page. You are, of course, welcome to view our material as
often as you wish, free of charge. And as long as you keep intact all copyright notices,
you are also welcome to print or make one copy of this page for your own personal
noncommercial, home use. But you are not allowed to print or produce additional copies
or to copy and paste our material onto another web site or to republish it in any way.

Copyright 2014 - 2017 by Praxiom Research Group Limited. All Rights Reserved.

Praxiom Research
        Group Limited