ISO20000 Implementation Guide v10
Contents 1
2
Introduction ............................................................................................................... 4 1.1
The ISO20000 standard ................................................................................................ 4
1.2
The CertiKit ISO20000 Toolkit ....................................................................................... 7
1.3
If yours is a small organization...................................................................................... 9
1.4
Integrating management systems................................................................................. 9
1.5
Where to start ........................................................................................................... 11
1.6
A suggested project plan ............................................................................................ 12
1.7
How this guide is structured ....................................................................................... 16
Using the CertiKit ISO20000 Toolkit .......................................................................... 17 2.1
Section 0: Foreword and introduction ......................................................................... 17
2.2
Section 1: Scope ......................................................................................................... 17
2.3
Section 2: Normative references................................................................................. 18
2.4
Section 3: Terms and definitions ................................................................................. 18
2.5
Section 4: Context of the organization ........................................................................ 18
2.6
Section 5: Leadership ................................................................................................. 19
2.7
Section 6: Planning..................................................................................................... 20
2.8
Section 7: Support of the service management system ................................................ 22
2.9
Section 8: Operation of the service management system ............................................ 24
2.9.1 2.9.2 2.9.3 2.9.4 2.9.5 2.9.6 2.9.7
2.10
Section 8.1: Operational planning and control ........................................................................... 24 Section 8.2: Service portfolio ..................................................................................................... 24 Section 8.3: Relationship and agreement .................................................................................. 25 Section 8.4: Supply and demand ................................................................................................ 27 Section 8.5: Service design, build and transition ........................................................................ 28 Section 8.6: Resolution and fulfilment ....................................................................................... 30 Section 8.7: Service assurance ................................................................................................... 31
Section 9: Performance evaluation ............................................................................. 34
2.10.1 2.10.2 2.10.3 2.10.4
2.11
3
Monitoring, measurement, analysis and evaluation .............................................................. 34 Internal audit ........................................................................................................................ 35 Management review ............................................................................................................. 35 Service reporting .................................................................................................................. 36
Section 10: Improvement ........................................................................................... 36
Advice for the audit .................................................................................................. 37 3.1 3.1.1 3.1.2
Choosing an auditor ................................................................................................... 37 Self-certification ........................................................................................................................ 37 Third-party certification............................................................................................................. 37 Other IAF members .......................................................................................................... 38 Choosing between accredited RCBs.................................................................................. 39
3.2
Are we ready for the audit? ........................................................................................ 40
3.3
Preparing for audit day .............................................................................................. 41
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