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    ISO 20000 Requirements by Process (Blank Template)

    Uploaded by

    Ghassan Gheith
    The document outlines the required ISO 20000 documentation including plans, procedures, policies, and records. It lists over 50 different document types across various ISO 20000 clauses and functional areas such as service management, business continuity, change management, and information security. It also maps the ISO 20000 documentation requirements to relevant ISO 9001 and ISO 27001 clauses and identifies department ownership for generating and maintaining the documents.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd

    ISO 20000 Requirements by Process (Blank Template)

    Uploaded by

    Ghassan Gheith
    343 views16 pages
    The document outlines the required ISO 20000 documentation including plans, procedures, policies, and records. It lists over 50 different document types across various ISO 20000 clauses and functional areas such as service management, business continuity, change management, and information security. It also maps the ISO 20000 documentation requirements to relevant ISO 9001 and ISO 27001 clauses and identifies department ownership for generating and maintaining the documents.

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    ISO 20000 Requirements by process (blank template).xlsx

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    The document outlines the required ISO 20000 documentation including plans, procedures, policies, and records. It lists over 50 different document types across various ISO 20000 clauses and functional areas such as service management, business continuity, change management, and information security. It also maps the ISO 20000 documentation requirements to relevant ISO 9001 and ISO 27001 clauses and identifies department ownership for generating and maintaining the documents.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    343 views16 pages

    ISO 20000 Requirements by Process (Blank Template)

    Uploaded by

    Ghassan Gheith
    The document outlines the required ISO 20000 documentation including plans, procedures, policies, and records. It lists over 50 different document types across various ISO 20000 clauses and functional areas such as service management, business continuity, change management, and information security. It also maps the ISO 20000 documentation requirements to relevant ISO 9001 and ISO 27001 clauses and identifies department ownership for generating and maintaining the documents.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    of 16
    At a glance
    Powered by AI
    The document outlines the various documents, plans, policies and procedures required to establish an IT service management system based on ISO 20000.

    Documents such as a service management plan, audit program, service improvement procedure, service level agreements, incident management procedure, problem management procedure etc. are required.

    Roles mentioned include senior system owner, management representative, business relationship manager, supplier process manager, service level process manager, security manager etc.

    not at draft stage

    approximately 50% (rough draft only)


    60 - 80 % (developed draft, with limited records)
    90 % + (limited revisions required)

    Required ISO 20000 Documents

    ISO 20000
    Document Type Documentation ISO 20000
    clause

    ITSM Risk Management (included in


    Service Management Plan) 3.1
    Risk Assessment 3.1

    General Service Management and Improvement 3.1 a, 4.4.1


    Policy
    requirement
    Document Control Procedure 3.2

    Competence, Awareness, Training 3.3

    Service Management Plan 4.1

    Management Review Plan 4.3

    Audit Program 4.3

    Audit Procedure 4.3

    Corrective and Preventative Action 4.3


    Plans and Procedure
    Procedures Corrective and Preventative Action
    4.4
    (System level) Record

    Service Improvement Procedure 4.4.2

    Service Improvement Record 4.4.2

    New and Changed Services 5


    Implementation Plan

    Service Level Management Procedure 6.1

    Service Level Service Level Agreements 6.1


    Management Standard Service Support Reference
    6.1
    Customer Handbook 6.1
    Service Service Reporting Procedure 6.2
    Reporting Service Report Summary Record 6.2
    Business plan 6.3
    Business Continuity Policy 6.3
    Business Continuity Framework 6.3
    Document (ISD)
    Business Continuity Plans 6.3
    Business
    Continuity Business Impact Analysis 6.3

    Business Continuity Risk Assessment 6.3

    Business Continuity Test Procedure 6.3

    Business Continuity Test Record 6.3


    Budgeting & Accounting Policy 6.4

    Budgeting & Acccounting Procedure 6.4


    Budgeting &
    Accounting Budget Approval Form and Records 6.4

    Summary Performance Reporting 6.4


    Capacity / Availability Management 6.4
    Procedure
    Capacity and Capacity Plan 6.5
    Availability Capacity / Availability Records 6.5
    Capacity / Availability Reporting 6.3

    Information Security Policy 6.6

    Information Security Management 6.5


    System (27001)
    Information Security Incident Investigation
    6.6
    Security Procedure
    Security Control Records 6.6
    Security Risk Assessment 6.6
    Security Incident Reporting 6.6

    Complaints process 7.2

    Customer Feedback process (QMS 7.2


    Business elements)
    Relationship Business Relationship Management 7.2
    Procedure

    Customer Service Review Records 7.2


    Supplier Management Procedure 7.3
    Supplier Legal Procedure 7.3
    Management Supplier Contracts and SLA's 7.3
    Supplier Review Records 7.3
    Incident Management Procedure 8.2
    Incident Incident Report Record 8.2
    Management Incident Records 8.2
    Incident Reporting 8.2
    Problem Management Procedure 8.3
    Problem
    Problem Records (functions as known
    Management error database) 8.3

    Configuration Policy 9.1


    Configuration Management Plan 9.1

    Configuration Management Procedure 9.1


    Configuration
    Management Configuration Audit Procedure 9.1

    Configuration Management Database 9.1

    Configuration Audit Results 9.1


    Change Policy 9.2

    Change Management Procedure 9.2

    Change Change Records 9.2


    List of Routine Changes 9.2
    CAB Meeting Minutes 9.2
    Change Schedule 9.2
    Release Policy 10.1
    Release Plan Record 10.1
    Release Release Management Procedure 10.1

    Release Detail Records 10.1

    misc. Management System Integration N/A

    Senior system owner 3.1


    Management representative 3.1
    Business relationship manager 7.2
    Supplier process manager 7.3
    Service level process manager
    Security manager

    System Roles
    Finance manager
    System Roles Business Continuity manager
    Capacity manager
    Change process owner
    Service Reporting process mgr.
    Configuration process manager
    Release process owner
    Incident process manager
    Problem process manager
    ISO 20000 System Map

    Company Reference
    ISO System Mapping and Ownership
    Document
    Department
    ISO 9001 or ISO 27001 clause
    Ownership

    ISO 27001 Establish the ISMS


    4.2.1

    ISO 9001 Control of Documents


    and Records 4.2.2, 4.2.3; ISO
    27001 4.3.2 and 4.3.3
    ISO 9001 (same) 6.2.2; ISO
    27001 (same) 5.2.2

    ISO 9001 Management Review


    9.6; ISO 27001 Review 7
    ISO 9001 Audit Requirements
    8.2.2; ISO 27001 Audit Controls
    control 15.3.1
    ISO 9001 Internal Audit 8.2.2; ISO
    27001 6

    ISO 9001 8.5.1 Continual


    Improvement; ISO 27001 (same)
    8.1
    ISO 9001 8.5.1 Continual
    Improvement; ISO 27001 (same)
    8.1
    ISO 27001 Business Continuity
    controls A 14.1.1 - 14.1.5

    ISO 27001 Business Continuity


    Planning controls 14.1.3, 14.1.4

    ISO 27001 Capacity Management


    control A 10.3.1

    ISO 27001 4.2.1 Establish the


    ISMS; control A 5.1.1

    ISO 27001 Incident


    Responsibilities and Procedures
    control A 13.2.1

    ISO 9001 Customer


    Communication 7.2.3
    ISO 9001 Customer Satisfaction
    8.2.1
    ISO 27001 Change Management
    control A 10.1.2; Change Control
    Procedure A 12.5.1

    ISO 27001 System acceptance


    control A 10.3.2

    ISO 9001 Compatability with other


    management systems 0.4; ISO
    27001 (same) 0.3
    Department Functional Scope
    (records relate to primary content coverage; other docs to responsibility to generate)
    drafted by:
    record date:

    Remarks
    to generate)

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