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
  20000-12018.
• 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.

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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

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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 200002018 Certification. Primary
  ISO 20000 documents are 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 20000-12018 Audit Checklist
• ISO 20000-12018 Compliance Matrix

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SMS manual

• Service Management System manual which gives
  clause-wise details of how ISO 20000-12018
  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
  20000-12018 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

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IT SMS Plan

• IT SMS Plan includes the complete IT service
  management system plan with interlinkage of
  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
  20000-12018 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 20000-12018 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 20000-12018 Audit Checklists

• ISO 20000-12018 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
  20000-12018 standard. They can be logically used
  for auditing during internal audit for ISO
  20000-12018 to establish proper audit trail.

13
ISO 20000-12018 compliance matrix

• The Compliance matrix contains ISO
  20000- 12018 requirement wise list of
  documented
• information for easy reference of users and
  to understand how this system is made.

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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 200002018 Documents are to
  ensure with all clauses defined ISO 20000-12018
  standard as well as it satisfies governing
  general requirements to create own documents for
  their company in couple of days.

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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 checklist to 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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