ISO/IEC 20000 is the first global standard to relate specially to IT service management. This standard explains an integrated set of management processes for the delivery of services which are arranged into process groups. These process groups and their individual processes are described in detail in the following chapters:
- Requirements of a management system
- Responsibilities of the management
- Requirements of the documentation
- Expertise, awareness and training
- Planning and implementation of the service management
- Planning of the service management (Plan)
- Implementation of the service management and provision of services (Do)
- Monitor, measure and review (Check)
- Continual improvements (Act)
- Planning and implementation of new or amended services
- Service delivery processes
- Service level management
- Service reporting
- Service continuity and availability management
- Budgeting and accounting for IT services
- Capacity management
- Information security management
- Relationship processes
- Business relationship management
- Supplier management
- Resolution processes
- Incident management
- Problem management
- Control processes
- Configuration management
- Change management
- Release processes
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