General aspects
- Introduction
- About the ISO/IEC 20000 series
- The Service Management System (SMS)
Context of the organization (Clause 4 of ISO/IEC 20000-1:2018)
- Understanding the organization and its context
- Needs and expectations of interested parties
- The scope of the Service Management System
Leadership (Clause 5 of ISO/IEC 20000-1:2018)
- Leadership and commitment
- The service management policy
- Organizational roles, responsibilities and authorities
Planning (Clause 6 of ISO/IEC 20000-1:2018)
- Actions to address risks and opportunities
- Service management objectives and planning to achieve them
- Plan the Service management system
Support of the Service management system (Clause 7 of ISO/IEC 20000-1:2018)
- Resources
- Competence
- Awareness
- Communication
- Documented information
- Knowledge
Operation of the Service management system (Clause 8 of ISO/IEC 20000-1:2018)
- Operational planning and control
- Service delivery
- Plan the services
- Control of parties involved in the service lifecycle
- Service catalogue management
- Asset management
- Configuration management
- Business relationship management
- Service level management
- Supplier management
- Budgeting and accounting for services
- Demand management
- Capacity management
- Change management
- Service design and transition
- Release and deployment management
- Incident management
- Service request management
- Problem management
- Service availability management
- Service continuity management
- Information security management
Performance evaluation (Clause 9 of ISO/IEC 20000-1:2018)
- Monitoring, measurement, analysis and evaluation
- Internal audit
- Management review
- Service reporting
Improvement (Clause 10 of ISO/IEC 20000-1:2018)
- Nonconformity and corrective action
- Continual improvement
Few more words...
- The certification to ISO/IEC 20000-1
- Final words
- Service Management Processes Quiz
