ISO/IEC 20000-145
ISO/IEC 20000-1:2018 clauses specifying service management system requirements for planning, delivering, and improving IT services.
Requirements in this framework
- Actions to address risks and opportunities
- Asset management
- Awareness
- Budgeting and accounting for services
- Business relationship management
- Capacity management
- Change management
- Communicating the service management policy
- Communication
- Competence
- Configuration management
- Continual improvement
- Control of parties involved in the service lifecycle
- Demand management
- Determining the scope of the service management system
- Documented information
- Establishing the service management policy
- Incident management
- Information security management
- Internal audit
- Leadership and commitment
- Management review
- Monitoring, measurement, analysis and evaluation
- Nonconformity and corrective action
- Operational planning and control
- Organizational roles, responsibilities and authorities
- Plan the service management system
- Plan the services
- Planning to achieve service management objectives
- Problem management
- Release and deployment management
- Resources
- Service availability management
- Service catalogue management
- Service continuity management
- Service design and transition
- Service level management
- Service management objectives
- Service management system
- Service portfolio
- Service reporting
- Service request management
- Supplier management
- Understanding the needs and expectations of interested parties
- Understanding the organization and its context