ISO/IEC 20000

Requirements and Processes

ISO/IEC 20000 Processes

Service Management System General Requirements

● Management Responsibility

● Governance of Processes Operated by Other Parties

● Documentation Management

● Resource Management

Design and Transition of New or Changed Services

● No Sub-Processes Defined

Service Delivery Processes

● Service Level Management

● Service Reporting

● Service Continuity and Availability Management

● Budgeting and Accounting for Services

● Capacity Management

● Information Security Management

Relationship Processes

● Business Relationship Management

● Supplier Management

Resolution Processes

● Incident and Service Request Management

● Problem Management

Control Processes

● Configuration Management

● Change Management

● Release and Deployment Management