4. Service leadership

4.1 Accept responsibility for service management.

4.1.1 Demonstrate a commitment to service management.

4.1.2 Show that you support your service management policy.

4.1.3 Clarify responsibilities and define communication procedures.

4.1.4 Appoint a manager to oversee service management activities.

4.2 Control processes operated by other parties.

4.3 Manage your service documents and records.

4.3.1 Establish and maintain service documents.

4.3.2 Establish a procedure to control service documents.

4.3.3 Establish a procedure to control service records.

4.4 Support your service management system.

4.4.1 Identify and provide service management resources.

4.4.2 Ensure the competence of your service personnel.

4.5 Establish your service management system.

4.5.1 Define the scope of your service management system.

4.5.2 Develop a plan to implement service management system.

4.5.3 Implement and operate your service management system.

4.5.4 Monitor and review your service management system.

4.5.4.1 Establish suitable monitoring and measuring methods.

4.5.4.2 Plan and perform internal service management audits.

4.5.4.3 Review your service management system and services.

4.5.5 Maintain and improve service management system.

4.5.5.1 Create a policy and a procedure on continual improvement.

4.5.5.2 Manage your continual improvement decisions and activities.

5. Service development

5.1 Control the design and redesign of your services.

5.2 Plan service additions, changes, and removals.

5.3 Design new services and redesign existing services.

5.4 Test new or changed services prior to deployment.

6. Service delivery

6.1 Establish agreements to control service delivery.

6.2 Establish reporting methods and prepare reports.

6.3 Establish service continuity and ensure service availability.

6.3.1 Clarify your continuity and availability requirements.

6.3.2 Formulate service continuity and availability plans.

6.3.3 Monitor and test service continuity and availability.

6.4 Establish a service budgeting and accounting process.

6.5 Establish capacity plans and provide sufficient capacity.

6.6 Establish information security management methods.

6.6.1 Develop your information security policy.

6.6.2 Implement your information security controls.

6.6.3 Manage your security changes and incidents.

7. Service relationships

7.1 Manage your relationship with service customers.

7.2 Manage your relationship with service suppliers.

8. Service resolution

8.1 Establish procedures to manage incidents and requests.

8.2 Establish a procedure to identify and manage problems.

9. Service control

9.1 Establish an effective configuration management process.

9.2 Establish a comprehensive change management process.

9.3 Establish a release and deployment management process.

Introduction to ISO IEC 20000-1 2011

Overview of ISO IEC 20000-1 2011 Service

ISO IEC 20000-1 Service Management Definitions

ISO IEC 20000-1 Standard Translated into Plain English

How to Perform an Service Management Gap Analysis

ISO IEC 20000-1 Service Management Audit Tool

Plain English Service Management Checklist