ISO20000 Specification

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ISO20000 Specification by Mind Map: ISO20000 Specification

1. Foreword

2. Introduction

3. 1 Scope

4. 2 Terms and definitions

5. 3 Requirements for a management system

5.1. 3.1 Management responsibility

5.2. 3.2 Documentation requirements

5.3. 3.3 Competence, awareness and training

6. 4 Planning and implementing service management

6.1. 4.1 Plan service management (Plan)

6.2. 4.2 Implement service management and provide the services (Do)

6.3. 4.3 Monitoring, measuring and reviewing (Check)

6.4. 4.4 Continual improvement (Act)

6.4.1. 4.4.1 Policy

6.4.2. 4.4.2 Management of improvements

6.4.3. 4.4.3 Activities

7. 5 Planning and implementing new or changed services

8. 6 Service delivery process

8.1. 6.1 Service level management

8.2. 6.2 Service reporting

8.3. 6.3 Service continuity and availability management

8.4. 6.4 Budgeting and accounting for IT services

8.5. 6.5 Capacity management

8.6. 6.6 Information security management

9. 7 Relationship processes

9.1. 7.1 General

9.2. 7.2 Business relationship management

9.3. 7.3 Supplier management

10. 8 Resolution processes

10.1. 8.1 Background

10.2. 8.2 Incident management

10.3. 8.3 Problem management

11. 9 Control processes

11.1. 9.1 Configuration management

11.2. 9.2 Change management

12. 10 Release process

12.1. 10.1 Release management process

13. Bibliography