Explain the Processes of ISO 20000 for ITSMS

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Explain the Processes of ISO 20000 for ITSMS

A service management system (SMS) must be planned, established, implemented, operated, monitored, reviewed, maintained, and improved, according to the technical standard ISO 20000. For SMS certification, this standard offers a standardized high-level structure, terminology, and meanings.

The ISO 20000 SMS framework establishes a standardized, transparent mechanism for handling customer support inquiries and providing follow-up services. Top-level SMS definitions of process and management components consist of:

Accountability for management
Command over external processes
Management of documentation
Management of Resources
Continuous improvement methods, or PDCA

Within the subcategory of design and transition of new or modified services, the four SMS process groups—resolutions, controls, relationships, and service delivery—further specify the desired service, its execution, and delivery.

The Processes of ISO 20000

The ISO 20000 had four ITSM-related processes:

Service Delivery
Relationships
Resolution
Controls

Service Delivery Processes: An extensive overview of the new service is given by the depth of data offered for every service area. The following five service delivery procedures are:

Management of Service Level: Definition of the service and kind of agreement, such as external provider support agreement (SA), internal supplier operational level agreement (OLA), or client service level agreement (SLA)
Reports on Services: Predetermined, scheduled reports that provide comprehensive details regarding the state of the service
Management of Availability and Continuity of Service: Plans for disaster recovery and continuation in advance
Budgeting and Accounting for Services: Actual versus estimated costs for persons, equipment, and assets
Managing Capacity: Equipment, personnel, and other assets are among the resources needed to deliver the service.

Relationships Processes: Ongoing conveyance Processes of relationships

To sustain fruitful partnerships, constant communication with clients and suppliers is essential. These are the two processes of relationships:

Business Relationships Management: Service agreement evaluations and client conversations regularly constitute business relationship management.
Supplier Management: Periodic evaluations of supplier contracts and the established supplier approval process comprise supplier management.

Processes for Resolution: You must establish processes to handle problems as they arise because no IT service provides 100% uptime. There are two resolution procedures:

Managing Events and Service Requests: Addressing specific issues and requests for assistance
Managing Problems: Solving issues brought on by recurrent, connected events

Control Processes: It is necessary to specify the processes and configurations for the deployment and configuration of IT assets. There are three control processes

Configuration Management: Identified hardware and service parts in the Configuration Management Database (CMDB) with approved setup and baselines.
Release and Deployment Coordination: Delivery schedules for hardware and software, including the dates, intervals, and modes of delivery
Management of Change: A modification request (RFC) processes

About Punyam.com

Punyam.com is a well-known ISO and Management System Certification Consultant with headquarters in India. It provides services for system implementation, training, documentation, and certification for a range of ISO and other standards. Businesses in a variety of industries, including food, medicine, building, IT, healthcare, and more, can hire their services. Punyam.com, one of India's top ISO 20000 consultants, offers ISO 20000 Certification services. A certifying authority qualified to issue certificates under ISO 20000:2018 issues an ISO 20000 certificate to an entity upon successful completion of an audit for the application of the ISO 20000 system.

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