ISO 20000: Processes

Part 1

Part one is the specification for service management which covers IT service management. This is the part that can be audited and establishes minimum requirements that must be met to obtain certification. Its scope includes:

• Requirements for a management system.
• Planning and implementation of service management.
• Planning and implementation of new or changed services.
• Service provision process.
• Relationship processes.
• Resolution processes.
• Control and release processes.

Part 2

Part two is the Professional Code for Service Management, which describes best practices for service management processes within the scope of the specification.
The Code of Procedure is especially useful for organizations preparing to undergo an ISO 20000-1 audit or planning service improvements.

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