ISO 20000 All the Processes

SUPPLIERS
B
SU

RELATIONSHIP
PROCESSES

SUPPLIER
BUSINESS

BUSINESS
SERVICE
DELIVERY
PROCESSES

UP
-S

IE
PL

B
SU

UP
-S

IE
PL

SERVICE
PROVIDER

SERVICES
USERS

CAPACITY
REPORTING

BUDGETING &
ACCOUNTING

CONTINUITY & SERVICE LEVEL

AVAILABILITY
INFORMATION
SECURITY
CONTROL
PROCESSES

RELEASE
PROCESSES
Release
processes ensure
that any actual
modifications to
services are
delivered in a
controlled manner
(RELEASE).

RELEASE

CHANGE
CONFIGURATION

Control processes ensure that any

requested modifications to services are
managed in a systematic manner
(CHANGE) and that all relevant information
about the services is managed correctly
(CONFIGURATION).

RESOLUTION
PROCESSES

INCIDENT
PROBLEM

End Users use

services.
They gain initial
support for any
service related issues
via the INCIDENT
MANAGEMENT
process (generally by
contacting a Service
Desk, Help Desk or
Call Centre).
Resolution processes
ensure quick resumption
of the service during
failure times
(INCIDENT) and actual
removal of errors to
prevent failures
(PROBLEM).

This flow chart prepared by

The Art of Service
as a representative example.
Errors and Omissions Excepted