ISO 20000
Skill packages tagged with “ISO 20000”
ISO 20000 Budgeting and Accounting for IT Services
Establish budgeting and accounting for IT services per ISO/IEC 20000-1:2011 Clause 6.4. Creates service cost models with cost categories, allocation methods, budgeting cycles, and per-service cost breakdowns. Validates the service costs register for completeness.
ISO 20000 Business Relationship Management
Establish business relationship management for ISO/IEC 20000-1:2011 Clause 7.1 -- customer relationships, satisfaction measurement, complaint handling, and communication planning.
ISO 20000 Capacity Management
Create the capacity management plan for ISO/IEC 20000-1:2011 Clause 6.5. Identifies capacity-critical resources per service, documents baselines and utilization, forecasts demand, defines thresholds with trigger actions, and plans capacity upgrades. Validates the capacity plan register for completeness.
ISO 20000 Gap Assessment
Assess current service management maturity against all ISO/IEC 20000-1:2011 requirements (Clauses 4-9). Evaluates 15 clause areas on a 0-5 maturity scale, documents gaps with remediation actions, and produces a prioritized remediation roadmap. Gap assessment validator ensures all clause areas are covered and findings are complete.
ISO 20000 Incident and Service Request Management
Establish incident and service request management for ISO/IEC 20000-1:2011 Clause 8.1 -- incident lifecycle, priority matrix, escalation procedures, major incident handling, and service request fulfillment.
ISO 20000 Information Security Management
Establish information security management for the SMS per ISO/IEC 20000-1:2011 Clause 6.6. Defines the information security policy, identifies security controls mapped to services, establishes security incident management, and documents ISO 27001 alignment. Validates the security controls register for domain coverage and service mapping.
ISO 20000 Internal Audit (Clause 4.5.4.2)
Plan and execute SMS internal audits for ISO/IEC 20000-1:2011. Create annual audit programs, plan individual engagements, document findings with classifications (Major NC, Minor NC, Observation, OFI), and prepare corrective action plans.
ISO 20000 Management Review (Clause 4.5.5)
Prepare and conduct management review of the SMS for ISO/IEC 20000-1:2011. Compile all required review inputs per Clause 4.5.5, document decisions with owners and dates, track improvement actions, and produce the management review report.
ISO 20000 Monitoring and Measurement (Clause 4.5.4.1)
Define monitoring, measurement, and review framework for the SMS per ISO/IEC 20000-1:2011. Establish KPIs for all SMS process areas (Clauses 4-9), define measurement methods and targets, create CAPA tracking, and set up effectiveness reviews.
ISO 20000 Organization Profile
Build and validate a shared organization profile for ISO/IEC 20000-1:2011 certification. Captures organizational facts (service provider type, locations, departments, technology, roles, maturity) that feed into SMS scope, service catalog, gap assessment, and service management planning. Profile completeness checker validates all required sections.
ISO 20000 Problem Management
Establish problem management for ISO/IEC 20000-1:2011 Clause 8.2 -- root cause analysis, known error database, proactive problem identification, and integration with incident and change management.
ISO 20000 Service Catalog
Create and validate the service catalog for ISO/IEC 20000-1:2011. Lists all services with owners, customers, SLA references, criticality, and dependency mappings. Service catalog validator checks required fields, duplicate IDs, and orphan dependencies. Feeds into service level management, business relationship management, and capacity planning.
ISO 20000 Service Continuity and Availability Management
Create service continuity and availability management plans for ISO/IEC 20000-1:2011 Clause 6.3. Guides business impact analysis, RTO/RPO definition, continuity strategies, availability targets, disaster recovery procedures, and testing schedules. Validates the continuity-availability register for completeness.
ISO 20000 Service Level Management
Create and manage service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts for ISO/IEC 20000-1:2011 Clause 6.1. Defines service targets, measurement methods, reporting frequency, and SLA review processes. Validates the SLA register for completeness and service catalog alignment.
ISO 20000 Service Management Plan
Create and validate the service management plan for ISO/IEC 20000-1:2011 per Clause 4.5.2. Covers SMS objectives, governance structure, PDCA approach for each process area, resource planning, documentation framework, risk management, and implementation timeline. SMS plan validator checks all required elements are present.
ISO 20000 Service Reporting
Define the service reporting framework for ISO/IEC 20000-1:2011 Clause 6.2. Establishes report types, audiences, frequency, data sources, and templates for service performance reporting. Validates the service reports register for completeness.
ISO 20000 SMS Scope Definition
Define and validate the SMS scope for ISO/IEC 20000-1:2011 certification per Clause 4.5.1. Identifies which services, processes, locations, and organizational units are within the service management system boundary. Scope completeness checker validates required sections including exclusions and interfaces.
ISO 20000 Supplier Management
Establish supplier management for ISO/IEC 20000-1:2011 Clause 7.2 -- supplier identification, criticality classification, contract requirements, performance monitoring, and governance of outsourced processes.
ISO 20000-1 Change Management (Clause 9.2)
Establish change management for ISO/IEC 20000-1:2011 Clause 9.2. Define change types, lifecycle stages, CAB structure, emergency procedures, and process integrations.
ISO 20000-1 Configuration Management (Clause 9.1)
Establish configuration management and the CMDB for ISO/IEC 20000-1:2011 Clause 9.1. Define CI types, attributes, naming conventions, CMDB structure, CI lifecycle, and verification procedures.
ISO 20000-1 Design and Transition of New or Changed Services (Clause 5)
Establish the design and transition process for new or changed services per ISO/IEC 20000-1:2011 Clause 5. Define service design lifecycle, acceptance criteria, transition planning, and process integrations.
ISO 20000-1 Release and Deployment Management (Clause 9.3)
Establish release and deployment management for ISO/IEC 20000-1:2011 Clause 9.3. Define release types, deployment procedures, acceptance criteria, and rollback procedures.