ISO IEC 20000-1 2011 Translated into Plain English

ISO IEC 20000-1 2011 is an IT service management standard. It can be
used by both service providers and service recipients. Service providers can
use it to show that they are capable of meeting their customers' demanding
service requirements and service recipients can use it to ensure that their service
providers will consistently meet their unique service needs and expectations.

Also see ISO IEC 90003 on software quality management and ISO IEC 27001 on IT security.

4. IT Service Leadership

4.1 Accept responsibility for service management. 

4.1.1 Demonstrate a commitment to service management.

•  Demonstrate your support for service provision and your
commitment to the service management system (SMS).

•  Show that you are committed to planning the development and
implementation of your organization's services and its SMS.

•  Define the scope of your organization's SMS.

•  Establish a comprehensive service management policy.

•  Develop achievable service management objectives.

•  Formulate an effective service management plan.

•  Show that you are committed to establishing
your organization's services and its SMS.

•  Provide evidence that shows that your organization's top
management supports its services and is committed to its SMS
.

4.1.2 Show that you support your service management policy.

•  Ensure that your service management policy is suitable.

•  Communicate support for your service management policy.

•  Review the ongoing suitability of your service management policy.

4.1.3 Clarify responsibilities and define communication procedures.

•  Define all service management authorities and responsibilities.

•  Establish service management communication procedures.

4.1.4 Appoint a manager to oversee service management activities.

•  Appoint someone to establish your service management system.

•  Establish your organization's service management system (SMS).

4.2 Control processes operated by other parties. 

•  Identify all processes, and parts of processes, which
are operated by other internal or external parties.

•  Demonstrate that governance structures and methods for
directing and controlling processes and parts of processes
operated by other parties have been established.

•  Manage and monitor other parties whenever they
operate parts of your organization’s processes.

4.3 Manage your service documents and records. 

4.3.1 Establish and maintain service documents.

•  Develop documents to make sure that your SMS is effective.

•  Develop documents to support SMS planning activities. 

•  Develop documents to support SMS operating activities. 

•  Develop documents to support SMS control activities. 

•  Establish documents for your organization’s SMS.

•  Document your service management policy. 

•  Document your service management objectives. 

•  Document your service management plan. 

•  Document your catalogue of services. 

•  Document your service level agreements (SLAs). 

•  Document your service management processes

•  Use documents to support your organization’s SMS.

4.3.2 Establish a procedure to control service documents.

•  Develop a procedure to control your SMS documents.

•  Define document control authorities and responsibilities. 

•  Define controls to manage your SMS documents. 

•  Control how SMS documents are created. 

•  Control how SMS documents are distributed. 

•  Control how SMS documents are used. 

•  Control how SMS documents are reviewed. 

•  Control how SMS documents are changed. 

•  Document your document control procedure.

4.3.3 Establish a procedure to control service records.

•  Develop a procedure to control your SMS records.

•  Define your SMS record keeping controls. 

•  Control how SMS records are identified. 

•  Control how SMS records are stored. 

•  Control how SMS records are protected. 

•  Control how SMS records are retrieved. 

•  Control how SMS records are retained. 

•  Control how SMS records are disposed of. 

•  Establish records for your organization’s SMS.

•  Use your procedure to control your SMS records.

4.4 Support your service management system.

4.4.1 Identify and provide service management resources.

•  Identify the resources that your SMS and services need.

•  Identify resources needed to support your organization's SMS. 

•  Identify resources needed to improve the effectiveness of your SMS. 

•  Identify resources needed to enhance customer satisfaction. 

•  Provide the resources that your SMS and services need.

4.4.2 Ensure the competence of your service personnel.

•  Ensure the competence of personnel who could affect
your organization’s ability to meet service requirements.

•  Identify the competence requirements of personnel who could
affect your organization’s ability to meet service requirements.

•  Provide training or take other suitable steps to ensure
that your SMS personnel can meet service requirements.

•  Maintain appropriate records that can show that
your organization’s SMS personnel are competent.

4.5 Establish your service management system. 

4.5.1 Define the scope of service management system.

•  Define the scope of service management system.

•  Identify the name of the service provider. 

•  Identify the services that are being delivered. 

•  Include your scope definition in service management plan.

4.5.2 Develop a plan to implement service management system.

•  Plan how you’re going to implement your organization’s SMS.

•  Include or refer to your service management policies. 

•  Include or refer to your service management requirements. 

•  Include or refer to your service management obligations. 

•  Include or refer to your service management standards. 

•  Include or refer to your service management technology. 

•  Include or refer to your service management objectives. 

•  Include or refer to your service management approach. 

•  Include or refer to your service management framework. 

•  Include or refer to your service management methods.  

•  Implement your organizations service management plan.

•  Review service management plan at planned intervals.

•  Update your service management plan when appropriate.

4.5.3 Implement and operate your service management system.

•  Use your service management plan to implement your SMS.

•  Operate your organization’s service management system (SMS).

•  Allocate and manage service oriented funds and budgets. 

•  Provide service resources (human, technical, and information). 

•  Assign service roles, responsibilities, and authorities. 

•  Identify, assess, and manage service management risks. 

•  Manage service management processes and interfaces. 

•  Monitor your organization’s service management activities. 

•  Report on the performance of service management activities. 

4.5.4 Monitor and review your service management system.

4.5.4.1 Establish suitable monitoring and measuring methods.

•  Formulate SMS monitoring and measuring objectives.

•  Establish SMS monitoring and measuring methods.

•  Use internal audits and reviews to identify nonconformities.

•  Record the results of internal audits and management reviews.

•  Communicate your results and actions to interested parties.

4.5.4.2 Plan and perform internal service management audits.

•  Develop an internal service management audit procedure.

•  Implement your internal service management audit procedure.

•  Use your procedure to plan your service audit program.

•  Use your procedure to perform internal service audits.

•  Use your procedure to record internal audit activities. 

•  Use your procedure to report internal audit results.

4.5.4.3 Review your service management system and services.

•  Study information (inputs) about your SMS.

•  Study information about your customers.

•  Study information about your services.

•  Study information about your processes.

•  Study information about your capabilities.

•  Study information about your resource levels.

•  Study information about your previous audits.

•  Study information about your previous reviews.

•  Study information about your organization’s risks.

•  Study information about corrective and preventive actions.

•  Study information about possible changes and trends. 

•  Perform management reviews at planned intervals

•  Assess the suitability and effectiveness of your SMS.

•  Maintain a record of management review results and activities.

4.5.5 Maintain and improve service management system (SMS).

4.5.5.1 Create a policy and a procedure on continual improvement.

•  Establish a policy to continually improve SMS and services.

•  Include criteria for evaluating improvement opportunities.

•  Develop a procedure to continually improve SMS and services.

•  Define all improvement authorities and responsibilities.

•  Address the causes of potential and actual nonconformities.

•  Take corrective actions to resolve actual nonconformities.

•  Take preventive actions to resolve potential nonconformities. 

4.5.5.2 Manage your continual improvement decisions and activities.

•  Use evaluation criteria to make improvement decisions.

•  Develop service management system improvement plans.

•  Manage your SMS and service improvement activities.

•  Establish SMS and service management targets.

•  Implement approved SMS and service improvements.

•  Measure SMS and service improvements against targets.

• Take necessary actions whenever targets aren’t achieved.

•  Report on the improvements that were implemented.

•  Revise your approach to service management (if necessary).

5. IT Service Development

5.1 Control the design and redesign of your services. 

•  Establish a service change management process.

•  Control changes to services and related items.

•  Use your change management process to
control the development of new services.

•  Use your change management process to
control the modification of existing services.

5.2 Plan service additions, changes, and removals. 

•  Identify the service requirements that services must meet.

•  Consider the impact that service transformations could have.

•  Consider the impact that new services or changes could have.

•  Consider the impact that the removal of services could have.

•  Plan your service additions, modifications, and removals.

•  Plan new services and changes to existing services.

•  Plan for the removal of existing services and components.

5.3 Design new services and redesign existing services. 

•  Design and document new services and service modifications.

•  Document service delivery authorities and responsibilities.

•  Document new or changed service delivery elements.

•  Document new or changed service delivery activities.

•  Document new or changed service plans and policies.

•  Document new or changed service delivery procedures.

•  Document new or changed contracts and agreements.

•  Document new or changed needs and requirements.

•  Verify that your new designs fulfill service requirements.

•  Use your documented designs to develop new services.

5.4 Test new or changed services prior to deployment. 

•  Test new or changed services before you implement them.

•  Verify that they meet design and service requirements.

•  Consult your interested parties if services are unacceptable.

•  Deploy new or changed services into your live environment.

•  Use a formal release and deployment management process.

•  Evaluate service deployment once the transition is complete.

•  Compare expected outcomes against outcomes achieved.

6. IT Service Delivery

6.1 Establish agreements to control service delivery.

•  Control the delivery of services to your customers.

•  Establish a catalogue of services for your customers.

•  Establish agreements to control the delivery of services.

•  Monitor the services that are delivered to your customers.

•  Review the services that are delivered to your customers.

•  Manage changes to all services delivered to your customers. 

6.2 Establish reporting methods and prepare reports. 

•  Describe the nature and purpose of each service report.

•  Discuss service reporting methods with interested parties.

•  Develop service reports and take remedial action.

•  Compare performance against service targets.

•  Present information about significant events.

•  Summarize workload characteristics.

•  Discuss customer service complaints.

•  Describe your service continuity plan.

•  Identify nonconformities and causes.

•  Analyze information about service trends.

6.3 Establish service continuity and ensure service availability.

6.3.1 Clarify your continuity and availability requirements.

•  Assess your service continuity and availability risks.

•  Identify service continuity and availability requirements.

•  Describe service continuity and availability requirements.

6.3.2 Formulate service continuity and availability plans.

•  Establish service continuity plans.

•  Clarify recovery requirements.

•  Define service availability targets.

•  Include service continuity contact lists.

•  Develop service continuity procedures.

•  Explain how normal service will be resumed.

•  Establish service availability plans.

•  Clarify your availability requirements.

•  Define your service availability targets.

6.3.3 Monitor and test service continuity and availability.

•  Monitor the availability of your services.

•  Test service continuity and availability plans.

•  Record results of continuity and availability tests.

•  Review your service continuity performance.

6.4 Establish a service budgeting and accounting process. 

•  Establish a budgeting and accounting process for services.

•  Develop budgeting and accounting policies and procedures.

•  Manage and monitor your organization’s service costs.

•  Control the cost of changes to service management system.

6.5 Establish capacity plans and provide sufficient capacity. 

•  Identify service capacity and performance requirements.

•  Establish a service capacity plan for your organization.

6.6 Establish information security management methods.

6.6.1 Develop your information security policy.

•  Clarify your information security policy requirements.

•  Prepare your organization’s information security policy.

•  Explain why information security management is important.

•  Explain how information security risks should be managed.

•  Explain how information security objectives should be set.

•  Explain how internal information security audits are done.

•  Implement your information security policy.

•  Discuss your policy with all appropriate parties.

•  Conduct security risk assessments at planned intervals.

•  Set information security management objectives.

•  Carry out internal information security audits.

6.6.2 Implement your information security controls.

•  Plan your information security controls.

•  Identify your security risks and requirements.

•  Discuss plans with recipients of service or information.

•  Develop your information security controls.

•  Document your information security controls.

•  Implement your information security controls.

•  Operate your information security controls.

•  Monitor your information security controls.

•  Review your information security controls.

6.6.3 Manage your security changes and incidents.

•  Assess information security change requests.

•  Identify potential information security risks.

•  Identify the potential impact that change could have.

•  Manage your information security incidents.

•  Develop incident management procedures.

7. IT Service Relationships      DETAILED PDF SAMPLE

7.1 Manage your relationship with service customers. 

•  Establish a customer relationship management process.

•  Identify your service recipients and related interested parties.

•  Designate a relationship manager for each customer.

•  Create a communication mechanism for each customer.

•  Develop a service complaint management procedure.

•  Measure customer satisfaction at planned intervals.

•  Review your service performance at planned intervals.

•  Control changes to service requirements and agreements.

•  Control changes to your documented service requirements.

•  Control changes to your service level agreements (SLAs).

7.2 Manage your relationship with service suppliers. 

•  Establish a supplier relationship management process.

•  Identify suppliers that you use to help deliver your services.

•  Designate a relationship manager for each service supplier.

•  Manage the relationships you have with service suppliers.

•  Monitor the performance of suppliers at planned intervals.

•  Measure supplier performance against service targets.

•  Record the results of supplier performance measurements.

•  Review performance to identify causes of nonconformities.

•  Document the contracts you have with service suppliers.

•  Include or refer to the scope of service delivery activities.

•  Include or refer to the requirements that should be met.

•  Include or refer to the targets that suppliers must achieve.

•  Include or refer to workload characteristics and exceptions.

•  Include or refer to relevant authorities and responsibilities.

•  Include or refer to organizational interdependencies.

•  Include or refer to how services will be charged (invoiced).

•  Include or refer to the reports that suppliers must provide.

•  Include or refer to how services can be terminated.

•  Include or refer to service levels suppliers must maintain.

•  Include or refer to how service contracts can be changed.

8. IT Service Resolution

8.1 Establish procedures to manage incidents and requests. 

•  Establish an incident and service request management process.

•  Establish a procedure for managing service incidents.

•  Establish a procedure for managing service requests.

•  Apply your incident and service request management process.

•  Use your incident management procedure to manage incidents.

•  Use your request management procedure to manage requests.

8.2 Establish a procedure to identify and manage problems. 

•  Develop a service problem management process.

•  Prepare a problem management procedure.

•  Document your problem management procedure.

•  Implement your service problem management process.

•  Apply your problem management procedure.

•  Monitor your service problem management process.

•  Review the effectiveness of problem resolution process.

•  Report on the effectiveness of problem resolution process.

9. IT Service Control

9.1 Establish an effective configuration management (CM) process. 

•  Create a definition for each type of configuration item.

•  Prepare a procedure to manage configuration items (CIs).

•  Develop a configuration management database (CMDB).

•  Manage your configuration management database (CMDB).

•  Store master copies of CIs in physical or electronic libraries.

•  Clarify how your CM process interacts with other processes.

•  Monitor others if they provide CM services on your behalf.

9.2 Establish a comprehensive change management process. 

•  Develop a change management process.

•  Formulate a change management policy.

•  Prepare procedures to manage change.

•  Implement your change management process.

•  Use your process to help manage and control changes.

•  Use your process to reverse or remedy unsuccessful changes.

•  Use your process to record and track all successful changes.

•  Monitor your change management process.

•  Monitor other parties if they help manage your changes.

•  Review your change management process.

•  Study the effectiveness of the changes you have made.

•  Analyze your change requests at planned intervals.

9.3 Establish a release and deployment management process. 

•  Develop a release and deployment policy.

•  Prepare release and deployment plans.

•  Build and test releases prior to deployment.

•  Deploy approved releases into live environments.

•  Manage the unsuccessful deployment of releases.

•  Monitor the success or failure of all releases.

•  Share information about release deployment.

  Also see ISO 90003 on software quality management and ISO 27001 on IT security.

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MORE ISO IEC 20000 PAGES

Introduction to ISO IEC 20000-1 2011

Outline of ISO IEC 20000-1 2011 IT Standard

Overview of ISO IEC 20000-1 2011 IT Standard

ISO IEC 20000-1 IT Service Management Definitions

How to Perform an IT Service Management Gap Analysis

ISO IEC 20000-1 IT Service Management Audit Tool

Plain English IT Service Management Checklist


RELATED PLAIN ENGLISH MANAGEMENT STANDARDS

ISO 31000 2009 Risk Management Standard in Plain English

ISO 9001 2015 Quality Management Standard in Plain English

ISO 9004 2009 Quality Management Standard in Plain English

ISO 22301 2012 Business Continuity Standard in Plain English

ISO IEC 90003 2014 Software Quality Standard in Plain English

ISO 19011 2011 Management Auditing Standard in Plain English

ISO IEC 27001 2013 Information Security Standard in Plain English

ISO IEC 27002 2013 Information Security Standard in Plain English

Updated on January 5, 2017. First published on September 4, 2014.

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