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ISO 20000-1:2011 Requirement wise Docume

Doc. No.
Section 04. Service management system general requirements
Section 4.1 Management responsibility

ITSMS/01
F/SER/13
F/SMS/11
ITSMS/01
Policy/13
F/SMS/17
PRO/01
F/Admin/12
Process/01
F/SMS/09
F/Admin/12
F/HW/03

Section 4.2 Governance of processes operated by other parties


Process/01

Section 4.3 Documentation management

Process/01
ITSMS/01
PRO/02
F/SMS/01
F/SMS/02
F/SMS/10
PRO/03
F/SMS/04

Section 4.4 Resource management

F/MKT/01

PRO/18
SOP/04
F/Admin/05
F/TRG/01
F/TRG/02
F/TRG/03
F/TRG/04
F/TRG/05
F/TRG/06

Section 4.5 Establish and improve the SMS

ITSMS/01
ITSMS/01
SOP/05
F/SER/03

PRO/04
F/SMS/06
F/SMS/07
F/SMS/08
F/SMS/12
PRO/08
F/SMS/13
PRO/05
PRO/06
F/SMS/03
F/SMS/16
F/SMS/05
F/SMS/09
F/SER/02

Section 05. Design and transition of new or changed services


Section 5.1 General
Policy/06

Section 5.2 Plan new or changed services


F/SER/05
PRO/07

Section 5.3 Design and development of new or changed services

F/TRG/02
F/Admin/09
F/PUR/02
F/PUR/03
F/TRG/06

Section 5.4 Transition of new or changed services


F/SER/14
F/SER/08

Section 06. Service delivery processes


Section 6.1 Service level management
F/SER/06
F/SER/17
F/SER/16
F/SER/06

Section 6.2 Service reporting


SOP/05
F/SER/08
F/MKT/02

Section 6.3 Service continuity and availability management

PRO/09
SOP/03
SOP/06
PRO/19
Policy/01
F/SER/09
F/SER/03
F/SER/15
F/SMS/15

Section 6.4 Budgeting and accounting for services


PRO/10
Policy/04

Section 6.5 Capacity management


PRO/11
Policy/05
F/SER/07
F/Admin/09
F/SER/10

Section 6.6 Information security management

PRO/17
Policy/09
F/SER/03
Policy/02
SOP/02
Policy/10
SOP/01
F/Admin/01
F/Admin/03
F/HW/02
F/HW/03
F/HW/04
F/HW/05
F/IS/02
F/SMS/16
F/HW/06
F/IS/01
F/SER/03

Section 07. Relationship processes


Section 7.1 Business relationship management
PRO/13
SOP/07
F/SER/17
F/SER/12
F/MKT/01
F/MKT/02

Section 7.2 Supplier management


RPO/14
Policy/14
F/PUR/01
F/PUR/02
F/PUR/03
F/PUR/04
F/PUR/05

Section 08. Resolution processes


Section 8.1 Incident and service request management
PRO/12

Policy/08
F/Admin/10

Section 8.2 Problem management


PRO/15
Policy/11
F/SER/04
F/HW/01
F/SER/05

Section 09. Performance Evaluation


Section 9.1 Configuration management
PRO/16
Policy/07
F/SER/11

Section 9.2 Change management


Policy/06
SOP/08
F/SER/05

Section 9.3 Release and deployment management


Policy/12
SOP/09
F/SER/14
F/SMS/11

Master Guidelines for Total Documentation


Job description with authority and responsibility given as sample template for more than 24 different categories

ISO 20000-1-2011 Document Matrix complete set compliance set list with reference of documents vs ISO 20000 standard requirements
Detail process flow charts for 11 processes of service management for easy understanding
Gap Analysis tool kit: Ready to use more than 110 questions to carry out gap analysis based on ISO 20000
Audit Checklist: ISO 27001-2013 requirements audit checklist
Document List: Category wise list of all documents

Note:
1.Abbreviations used in above documents

2.1. PRO: ISO 20000 procedures 2. Policy: Policy documents 3. SOP: Standard operating procedures 4. F: Formats/Recor

ISO 20000-1:2011 Requirement wise Document List


Document Title
Project resources
Section 04. Service management system general requirements

Management responsibility
4.1.1 Management commitment
Service management system plan
Key performance indicator template
Management Review Minutes Of Meeting

4.1.2 Service management policy


Service management system plan
Service Management Policy
Objective Monitoring Sheets

4.1.3 Authority, responsibility and communication


Procedure for communication
Job Description( Filled for all category)

4.1.4 Management representative


Process chart
Process Improvement Form
Job Description (Filled for M.R.)
Assets Register

Governance of processes operated by other parties


Process chart

Documentation management
4.3.1 Establish and maintain documents
Service management process charts and all documents
Service management system plan

4.3.2 Control of documents


Procedure for document control
Master List And Distribution List Of SMS Documents
Change Request Form
Change Control Log

4.3.3 Control of records


Procedure for control of records
Master List Of Records

Resource management
4.4.1 Provision of resources
Customer Feed Back Form

4.4.2 Human resources

Procedure for training


Personnel Recruitment
Experience, Personal Information & Assessment Chart (EPIAC)
Training Calendar
Employees Competence Report
Induction Training Report
Training Report
Skills Matrix Sheet
Requisition For Training

Establish and improve the SMS


4.5.1 Define scope
Service management system plan

4.5.2 Plan the SMS (Plan )


Service management system plan

4.5.3 Implement and operate the SMS (Do)


Service Reporting
Risk Management And Tracking Sheet
Roles and responsibilities

4.5.4 Monitor and review the SMS (Check)


Procedure for internal audit
Audit Plan / Programme
Internal SMS Audit Non-Conformity Report
Audit Checklist Report
Internal Quality Audit - Observation Sheet
Procedure for Management Review
Agenda For Management Reviews

4.5.5 Maintain and improve the SMS (Act)


Procedure for improvements
Procedure for service management
Corrective Action Report/Preventive Action Report
SMS Non-Conformance Report Log
Service Improvement Plan
Process Improvement Form
Component Failure Impact Analysis

Section 05. Design and transition of new or changed services

General
Change Management Policy

Plan new or changed services


Change Request Forms
Procedure for delivery of new changes

Design and development of new or changed services

Employees Competence Report


Human Resource Requisition Form
Office Supplies Request Form
Purchase Request Form
Requisition For Training

Transition of new or changed services


Service acceptance criteria template
Customer Service Report

Section 06. Service delivery processes

Service level management


Operational Level Agreement Template
Service catalogue
Service level agreement
Service Management Policy

Service reporting
Service Reporting
Customer Service Report
Customer Complaint Report

Service continuity and availability management


6.3.1 Service continuity and availability requirements
Procedure for service continuity
Service Continuity Testing
Risk Management

6.3.2 Service continuity and availability plans


Procedure for availability management
Availability Management Policy
Availability Plan template
Risk Management And Tracking Sheet

6.3.3 Service continuity and availability monitoring and testing


Service continuity plan template
Business Continuity Test Report

Budgeting and accounting for services


Procedure for Budgeting and Accounting Services
Budgeting and Accounting Policy

Capacity management
Procedure for Capacity Management
Capacity Management Policy
Capacity Planning
Human Resource Requisition Form
Capacity Plan template

nformation security management


6.6.1 Information security policy
Procedure for organization security
Information Security Policy
Risk Management And Tracking Sheet

6.6.2 Information security controls


Visitor Policy
e mail and messenger use
Internet Policy
SOP for Group Internet and IT resource use procedure
Visitor Entry Register
Employment confidentiality and Non-competition agreement
Preventive Maintenance Form
Assets Register
Software License Control Form
Backup Strategy Form
New User Creation Form

6.6.3 Information security changes and incidents.


Non-Conformance Report Log
Hardware Modification Impact Assessment
Incident Types & Max Permissible Limit
Risk Management And Tracking Sheet

Section 07. Relationship processes

Business relationship management


Procedure to Manage service complaints
Business Relationship Management
Service catalogue template
Contract template
Customer Feed Back Form
Customer Complaint Report

Supplier management
Procedure for Supplier management
Supplier Management Policy
Purchase Order
Office Supplies Request Form
Purchase Request Form
Purchase Request Flow Register
Supplier confidentiality and Non-competition agreement

Section 08. Resolution processes

ncident and service request management


Procedure for incident management

Incident Management Policy


Record Of Disciplinary Action

Problem management
Procedure for problem management
Problem Management Policy
Issue Log
Breakdown History Card
Change Request Forms

Section 09. Performance Evaluation

Configuration management
Procedure for configuration Management
Configuration Management Policy
Configuration Plan template

Change management
Change Management Policy
Change Control Management
Change Request Forms

Release and deployment management


Release Management Policy
Release and Deployment
Service acceptance criteria template
Weekly/Monthly Project Review Minutes Of Meeting

Master Guidelines for Total Documentation

ion with authority and responsibility given as sample template for more than 24 different categories

2011 Document Matrix complete set compliance set list with reference of documents vs ISO 20000 standard requirements.

ss flow charts for 11 processes of service management for easy understanding

s tool kit: Ready to use more than 110 questions to carry out gap analysis based on ISO 20000

ist: ISO 27001-2013 requirements audit checklist

st: Category wise list of all documents

bbreviations used in above documents


PRO: ISO 20000 procedures 2. Policy: Policy documents 3. SOP: Standard operating procedures 4. F: Formats/Records to maintain records

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