To ensure that supplier processes and procedures are defined

To ensure that contracts with external suppliers are accessed for alignment against SLAs ofcustomers

To ensure that subcontracted suppliers meet contractual requirements in all circumstances

To ensure that a process exists for the procurement of suppliers

A conformity to the standard where there is an opportunity for improvement

A recommendation that has to be actioned

A finding against an area which is NOT in the scope of the standard

A non-fulfilment of a requirement

The competencies required for service management roles shall be determined

All service management personnel shall be aware of their contribution to service management objectives

Appropriate service management staff training records shall be maintained

All service management staf shall be qualified to at least ITIL® Foundation level

Demonstration of conformance for ISO/IEC 20000-1 Information security management requires that ISO/IEC 27001 processes are used

Organizations can only be certified to one of them at a time

Certification of ISO 9001 and ISO/IEC 27001 Is a pre-requisite to applying for ISO/IEC 20000-1 certification

The management systems of all three may be integrated

To restore services as quickly as possible

To match new incidents to known errors

To track problems into the known error database

To communicate with customers as to future service disruptions

Keep top management informed

Initiate problem management activities

Escalate the incident

Involve the customer

By coordinate activities with other parties involved in the service lifecycle

By appointing a designated individual who is responsible for managing the relationship with the external supplier

By agreeing the scope of the services to be delivered by the external supplier

By signing a contract with the external supplier

Service desk contact details and hours of service

Technology used to support the service management system

Resources required to operate the service management system

List of services

The interfaces between the business processes

The technology to support the service management system

The service continuity procedures

The procedure for dealing with emergency releases

Demand management determines future capacity needs. Capacity management monitors current capacity

Demand management determines the capacity that customers need. Capacity management determines capacity the organization needs

Demand management reports on consumption of services. Capacity management reports on improvements needed in consumption of services

Demand management determines demand for services. Capacity management provides sufficient capacity to meet demand

To ensure that agreed commitments to continue to provide services to customers can be met in foreseeable circumstances

To ensure that potential service continuity issues are predicted and preventive action taken

To ensure that service continuity plans are tested in accordance with business needs

To ensure that service continuity requirements are fully defined and agreed in service level agreements

Adapt means changing tne ISSO/IEC 20000-1 standard to meet the organization's needs.Adopt means implementing the ISSO/IEC 20000-1 standard in this changed way

Adapt means tailoring the ISSO/IEC 20000-1 standard to the needs of the organization. Adopt means using any service management guidance

Adapt means taking ITIL guidance Adopt means using that guidance to conform to the requirements from the ISO/IEC 20000 standard

Adapt means using and tailoring any service management guidance. Adopt means using that to create the Service Management practices