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ISO 20000 Standard is an Information Technology- Service Management System (SMS) requirements. The main objective of this standard is the organization shall establish, implement, maintain, and improve the Information Technology- Service management system within the organization. To ensure:
Meeting the service requirements to achieve customer satisfaction Designing and delivering services based on the SMS that add value for the customer Continually improving the SMS and the services based on objective measurements In common business practice the ISO 20000 Certification is also referred as SMS /ITSMS standard. The summarized requirement details of ISO 20000 are given below :
The Top Management of the organization shall demonstrate the commitment for ITSMS, established the ITSMS Policy, established the role, responsibility & Authority, established the internal & external communication system, Appoint the management representative, established the governance system for the processes operated by other parties, established the documents management system & resource management, Define scope of SMS, Plan the SMS, Implement and operate the SMS, Monitor and review the SMS – by conducting Internal Audit and Management review meeting.
The organization shall Plan new or changed services, Design, and development of new or changed services and Transition of new or changed services.
The organization shall agree a catalogue of services with the customer, SLA agreement, Service reporting, ensure Service continuity and availability management, develop of plans, monitoring and testing, a defined interface between the budgeting and accounting for services process and other financial management processes. Identify and agree capacity and performance requirements with the customer and interested parties. Develop information security policy and established information security control.
Business relationship management and Supplier management
Incident and service request management and Problem management.
Configuration management, Change management, Release and deployment management
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