How to fulfil requirements of ISO 20000:2018 documents?

1. ISO 20000 Documentation Requirements …For IT Service Management System - By Global Manager Group

2. What is ISO 20000? • ISO 20000 is the international standard for IT Service Management (ITSM), published by ISO (the International Organization for Standardization), and ICE (the International Electoral Commission). • The standard describes a set of management processes designed to help you deliver more effective IT services. The information technology service management system complies with the requirements mentioned in the clauses of ISO 20000-1:2018. • ISO 20000 gives you the methodology and the framework to help you manage your ITSM, while allowing you to prove your company follows best practice. With the requirements of the standard you will achieve best practice, helping to improve your delivery of IT services.

3. Advantages of IT Service Management System • Alignment of information technology services and business strategy. • Creation of a formal framework for current service improvement projects • Provides a benchmark type comparison with best practices • Creates competitive advantage via the promotion of consistent and cost-effective services. • By requiring ownership and responsibility at all levels, it creates a progressive ethos and culture. • Supports 'interchanging' of service providers and staff by virtue of the creation of inter-enterprise operational processes. • Reduction of risk and thus cost in terms of external service receipt

4. ISO 20000 Documentation Requirements ISO 20000 documentation kit covers each and every requirement for documentation process and is used globally by many organization for making the best system with ISO 20000:2018 Certification. Primary ISO 20000 documentsare listed below: • SMS Manual • IT SMS Plan • IT SMS Procedures • IT SMS Policies • Standard Operating Procedures • Job Descriptions • Blank Formats /Templates • Name of departments • ISO 20000-1:2018 Audit Checklist • ISO 20000-1:2018 Compliance Matrix

5. SMS manual Service Management System manual which gives clause-wise details of how ISO 20000-1:2018 system is implemented. It covers the service management system, sample policy, objectives, scope, and organization structure as well as how each requirement from clause no. 4 to 10 of ISO 20000-1:2018 is implemented at macro level in the organization. SMS manual should normally contain, or refer to: • Context of the Organization • Leadership • Planning • Support • Operation • Performance evaluation • Improvement

6. IT SMS Plan IT SMS Plan includes the complete IT service management system plan with interlinkageof various processes and reference of procedures, ITSMS policy and objectives. It covers the frame work to fulfil the service requirements.

7. IT SMS Procedures ITSMS mandatory procedures as per ISO 20000-1:2018 are provided, which cover all the details like purpose, scope, responsibility, how procedure is followed as well as the list of exhibits , reference documents and formats. The list of sample procedures provided in the kit is as below: • Procedure for Communication • Procedure for Document Control • Procedure for Control of Records • Procedure for Internal Audit • Procedure for Improvements • Procedure for Service Management • Procedure for Delivery of New Changes • Procedure for Management Review

8. IT SMS Policies Some guidelines are covering in ITSMS Policies as per ISO 20000-1:2018 are provided; The list of sample policies provided in the kit is as below: • Availability Management Policy • Visitor Policy • BRM Policy • Budgeting and Accounting Policy • Capacity Management Policy • Change Management Policy • Configuration Management Policy • Incident Management Policy

9. Standard Operating Procedures The directory of the ISO 20000 documentation kit covers sample copy of SOPs to link with significant aspects in the organization. It takes care of all such aspects and can be used as a training guide as well as to establish good ITSMS system in the organization. The List of Standard Operating Procedures provided in the kit is as below: • SOP for Company Internet and IT Resource Use • SOP for E-mail and Messenger Use • SOP for Service Continuity Testing • SOP for Personnel Recruitment • SOP for Service Reporting • SOP for Risk Management • SOP for Business Relationship Management

10. Job Descriptions The directory covers sample copy of job descriptions covering 24 different categories of personnel including their responsibility and authority. The Job descriptions covered in kit are listed below: • Roles and Responsibilities • Business Development Manager • Capacity Manager • Change Manager • Configuration Manager • Director • HR Head

11. Blank Formats /Templates The directory includes sample copy of blank forms that are required to maintain records as well as establish control and create system in the organization. The samples are given for the users as a guide to follow. The organization is free to change the same to suit their own requirements. Blank formats are covered in kit are listed below: • Visitor Entry Register • Employee leaving/transfer/termination Checklist • Employment confidentiality and Non-competition agreement • Vehicle Requisition Form • Experience, Personal Information & Assessment Chart (EPIAC) • Duty Resumption Form

12. ISO 20000-1:2018 Audit Checklists ISO 20000-1:2018 requirements wise as well as gap analysis checklist are provided. The audit checklists are very good tools for the auditors to make audit questionnaire and bring effectiveness in auditing. The questions are prepared on the basis of ISO 20000-1:2018 standard. They can be logically used for auditing during internal audit for ISO 20000-1:2018 to establish proper audit trail.

13. ISO 20000-1:2018 compliance matrix The Compliance matrix contains ISO 20000- 1:2018 requirement wise list of documented information for easy reference of users and to understand how this system is made.

14. ISO 20000 Documentation Kit Global Manager Group provides ISO 20000 Documentation Kit that having ready to use document kit for IT Service Management System, which covers ITSMS plan, policies, procedures, sample plan, templates, forms, SOPs, job descriptions, ISO 20000 audit checklist and more.  The ready-to-use ISO 20000:2018 Documents are to ensure with all clauses defined ISO 20000-1:2018 standard as well as it satisfies governing general requirements to create own documents for their company in couple of days.

15. Why ISO 20000 Documentation Kit is Useful? • Users can modify the templates as per their service activity and create own documents for their organization. • There are Readymade templates are available which can reduce time in document preparation and preparing ISO 20000 Audit checklistto meet system requirements for easy certification. • Saves time and cost for making effective documentation on ITSMS. • All the section and sub-sections for information service management system and give better confidence in your system as well as provide linkage with related document list.

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