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What are the five main components of the ISO/IEC 20000 Standard?

5th Oct 2016

When you look at the ISO/IEC 20000 standard, you can see that it is split up in a number of modules:

  1. Service Delivery Processes
  2. Control Processes
  3. Release Processes
  4. Resolution Processes
  5. Relationship Processes

Each of these modules can be split up in the individual processes covered by the standard:

Service Delivery Processes:

    • Capacity Management
    • Service Continuity & Availability Management
    • Service Level Management
    • Service Reporting
    • Information Security Management
    • Budgeting & Accounting for IT Services

Control Processes:

    • Configuration Management
    • Change Management

Release Processes:

    • Release Management

Resolution Processes:

    • Incident Management
    • Problem Management

Relationship Processes:

    • Business Relationship Management
    • Supplier Management


All these modules, as well as the chapters around the management system, planning & implementing and Planning new services are covered in the ISO/IEC 20000 Foundation online training, offered to you by The Art of Service.

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