YaSM and ISO 20000: Difference between revisions
No edit summary |
No edit summary |
||
(3 intermediate revisions by 2 users not shown) | |||
Line 1: | Line 1: | ||
<itpmch><title>YaSM and ISO/IEC 20000 | YaSM Service Management Wiki</title> | <itpmch><title>YaSM and ISO/IEC 20000 | YaSM Service Management Wiki</title> | ||
<meta name="keywords" content="yasm iso 20000, yasm iso/iec 20000" /> | <meta name="keywords" content="yasm iso 20000, yasm iso/iec 20000, iso 20000 processes" /> | ||
<meta name="description" content=" | <meta name="description" content="YaSM is designed to be well aligned with ISO 20000, and there are one or several related service management processes for every section in ISO/IEC 20000:2018, Part 1 (Mandatory requirements), as exemplified in the following tables: [...]" /> | ||
<meta property="og:url" content="https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000" /> | <meta property="og:url" content="https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000" /> | ||
<meta property="og:title" content="YaSM and ISO/IEC 20000 | YaSM Service Management Wiki" /> | <meta property="og:title" content="YaSM and ISO/IEC 20000 | YaSM Service Management Wiki" /> | ||
<meta property="og:description" content=" | <meta property="og:description" content="YaSM is designed to be well aligned with ISO 20000, and there are one or several related service management processes for every section in ISO/IEC 20000:2018, Part 1 (Mandatory requirements), as exemplified in the following tables: [...]" /> | ||
<meta property="og:site_name" content="YaSM"> | <meta property="og:site_name" content="YaSM Service Management"> | ||
<meta property="og:type" content="article | <meta property="og:type" content="article" /> | ||
<meta property="og:image" content="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/16x9/Yasm-iso-20000-processes.jpg" /> | <meta property="og:image" content="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/16x9/Yasm-iso-20000-processes.jpg" /> | ||
<meta property="og:image:width" content="1200" /> | <meta property="og:image:width" content="1200" /> | ||
<meta property="og:image:height" content="675" /> | <meta property="og:image:height" content="675" /> | ||
<link href="https://plus.google.com/104150539756444616711/posts" rel="publisher" /> | <link href="https://plus.google.com/104150539756444616711/posts" rel="publisher" /> | ||
<meta name="pinterest-rich-pin" content="false" /> | <meta name="pinterest-rich-pin" content="false" /> | ||
Line 30: | Line 20: | ||
<div itemid="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/Yasm-iso-20000-processes.jpg" itemscope itemtype="https://schema.org/ImageObject"> | <div itemid="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/Yasm-iso-20000-processes.jpg" itemscope itemtype="https://schema.org/ImageObject"> | ||
<meta itemprop="caption" content="YaSM and ISO/IEC 20000: Process and document templates for every ISO 20000 requirement." /> | <meta itemprop="caption" content="YaSM and ISO/IEC 20000: Process and document templates for every ISO 20000 requirement." /> | ||
<meta itemprop="width" content="1200" /> | <meta itemprop="width" content="1200" /> | ||
<meta itemprop="height" content="900" /> | <meta itemprop="height" content="900" /> | ||
<meta itemprop="dateCreated" content="2014-05-18" /> | |||
<meta itemprop="dateModified" content="2018-10-17" /> | |||
<meta itemprop="datePublished" content="2014-05-18" /> | |||
<meta itemprop="representativeOfPage" content="true"/> | <meta itemprop="representativeOfPage" content="true"/> | ||
<span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject"> | <span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject"> | ||
Line 41: | Line 33: | ||
<meta itemprop="dateCreated" content="2019-05-10" /> | <meta itemprop="dateCreated" content="2019-05-10" /> | ||
<meta itemprop="datePublished" content="2019-05-10" /> | <meta itemprop="datePublished" content="2019-05-10" /> | ||
</span> | |||
<span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject"> | |||
<meta itemprop="url" content="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/480px/Yasm-iso-20000-processes.jpg" /> | |||
<meta itemprop="width" content="480" /> | |||
<meta itemprop="height" content="360" /> | |||
<meta itemprop="dateCreated" content="2022-11-14" /> | |||
<meta itemprop="datePublished" content="2022-11-14" /> | |||
</span> | </span> | ||
<span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject"> | <span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject"> | ||
Line 50: | Line 49: | ||
<meta itemprop="keywords" content="yasm iso iec 20000" /> | <meta itemprop="keywords" content="yasm iso iec 20000" /> | ||
<meta itemprop="keywords" content="iso 20000 requirements" /> | <meta itemprop="keywords" content="iso 20000 requirements" /> | ||
< | <figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/wiki/en/img/yasm-frameworks/Yasm-iso-20000.jpg" title="YaSM and ISO 20000" itemprop="thumbnailUrl"><img itemprop="contentUrl" srcset="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/480px/Yasm-iso-20000-processes.jpg 480w, https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/Yasm-iso-20000-processes.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/Yasm-iso-20000-processes.jpg" fetchpriority="high" decoding="async" width="480" height="360" class="mw-file-element" alt="YaSM and ISO/IEC 20000: Process and document templates for every ISO 20000 requirement. The ISO 20000 Bridge provides: Service management processes; related evidence: documents, policies and records; checklists and document templates." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: YaSM and ISO/IEC 20000</b><br /><a href="https://yasm.com/wiki/en/img/yasm-frameworks/iso-20000/Yasm-iso-20000-processes.jpg" title="ISO 20000 process and document templates">Process and document templates for every ISO 20000 requirement</a>.</span></figcaption></figure></div></html> | ||
< | |||
One of the | <span style="margin-top: 0; word-wrap:normal;">One of the objec­tives when creating [[What is YaSM|YaSM]]<sup><small>®</small></sup> was to provide a process model that is closely aligned with [[ISO 20000|ISO/IEC 20000 ('ISO 20000')]], the internationally acknowledged standard for service management.</span> | ||
Organizations often seek [[FAQ: ISO 20000 Certification|certification to ISO 20000]] because it enables them to prove that they are customer-oriented, efficient and effective suppliers of services. The certification can thus be used for marketing purposes, or to gain access to customers and markets which require their service suppliers to be ISO 20000 certified. | Organizations often seek [[FAQ: ISO 20000 Certification|certification to ISO 20000]] because it enables them to prove that they are customer-oriented, efficient and effective suppliers of services. The certification can thus be used for marketing purposes, or to gain access to customers and markets which require their service suppliers to be ISO 20000 certified. | ||
Line 74: | Line 70: | ||
<p>The <a href="https://yasm.com/en/products/yasm-process-map" title="ISO 20000 compliant process model: The YaSM Process Map">YaSM process model</a> provides such detailed descriptions as process templates in a graphical, easy-to-read format, including document templates for the policies and other documented information that usually needs to be prepared for the certification audit.</html> | <p>The <a href="https://yasm.com/en/products/yasm-process-map" title="ISO 20000 compliant process model: The YaSM Process Map">YaSM process model</a> provides such detailed descriptions as process templates in a graphical, easy-to-read format, including document templates for the policies and other documented information that usually needs to be prepared for the certification audit.</html> | ||
The YaSM service management model thus provides a solution for every ISO 20000 requirement, and implementing the [[Service Management Processes|YaSM processes]] is a straightforward approach for obtaining ISO 20000 certification.<br style="clear:both;"/> | |||
==<span id="iso-20000-yasm-processes">ISO 20000 requirements and related service management processes</span>== | ==<span id="iso-20000-yasm-processes">ISO 20000 requirements and related service management processes</span>== | ||
<html>YaSM | <html><span id="md-webpage-description" itemprop="description">YaSM is designed to be well aligned with ISO 20000, and there are one or several <span id="md-webpage-educationalUse" itemprop="educationalUse">related service management processes for every section in ISO/IEC 20000:2018, Part 1 (Mandatory requirements)</span>, as exemplified in the following tables:</span></p> | ||
<ul style="clear:both;"/> | <ul style="clear:both;"/> | ||
Line 99: | Line 95: | ||
<p>A detailed cross-reference between the YaSM service management processes and every single ISO 20000 requirement is available in the form of the <a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="YaSM - ISO 20000 Bridge">YaSM - ISO 20000 Bridge</a>, an additional component to the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p> | <p>A detailed cross-reference between the YaSM service management processes and every single ISO 20000 requirement is available in the form of the <a href="https://yasm.com/en/products/yasm-iso-20000-bridge" title="YaSM - ISO 20000 Bridge">YaSM - ISO 20000 Bridge</a>, an additional component to the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p> | ||
< | <figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/en/videos/yasm-iso-20000-bridge" title="The YaSM - YaSM - ISO 20000 Bridge: Introduction (video)"><img srcset="https://yasm.com/en/content/videos/yasm-iso-20000-bridge/480px/yasm-iso-20000-processes-video.jpg 480w, https://yasm.com/en/content/videos/yasm-iso-20000-bridge/yasm-iso-20000-processes-video.jpg 1280w" sizes="100vw" src="https://yasm.com/en/content/videos/yasm-iso-20000-bridge/yasm-iso-20000-processes-video.jpg" decoding="async" width="480" height="270" class="mw-file-element" alt="The YaSM - ISO 20000 Bridge: Introduction (video). The YaSM process model is perfectly aligned with ISO 20000 (ISO/IEC 20000:2018). The process diagrams and document templates contained in the YaSM model make the task of designing ISO 20000 compliant processes for your organization manageable." /></a> | ||
<p style="margin-top: 0px; word-wrap:normal;">The | <figcaption><span style="font-variant:small-caps;"><b><a href="https://yasm.com/en/videos/yasm-iso-20000-bridge" title="Start the video: The YaSM - ISO 20000 Bridge; Introduction">Start the video: Introduction to the YaSM - ISO 20000 Bridge</a></b></span></figcaption></figure> | ||
<p style="margin-top: 0px; word-wrap:normal;">The ISO 20000 Bridge makes the task of designing ISO 20000 compliant processes for your organization manageable.</p> | |||
<p>Watch the video:</p> | |||
<ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 15px;"> | <ul style="list-style-image: URL('/wiki/en/img/yasm-wiki/icon-video-camera.png');padding-left: 15px;"> | ||
<li | <li><a href="https://yasm.com/en/videos/yasm-iso-20000-bridge" title="ISO 200000 processes: The YaSM - ISO 20000 Bridge (video)">The YaSM - ISO 20000 Bridge: Introduction</a>" (6:03 min.)</li></ul></html> | ||
<p style="clear:both;"> </p> | <p style="clear:both;"> </p> | ||
Line 109: | Line 108: | ||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
|+style="background:# | |+style="background:#465674; color:#ffffff; font-size: 110%" colspan="2"|Processes for ISO/IEC 20000 section 4: 'Context of the organization' | ||
|- | |- | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
Line 127: | Line 126: | ||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
|+style="background:# | |+style="background:#465674; color:#ffffff; font-size: 110%" colspan="2"|Processes for ISO/IEC 20000 section 5: 'Leadership' | ||
|- | |- | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
Line 156: | Line 155: | ||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
|+style="background:# | |+style="background:#465674; color:#ffffff; font-size: 110%" colspan="2"|Processes for ISO/IEC 20000 section 6: 'Planning' | ||
|- | |- | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
Line 179: | Line 178: | ||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
|+style="background:# | |+style="background:#465674; color:#ffffff; font-size: 110%" colspan="2"|Processes for ISO/IEC 20000 section 7: 'Support of the service management system' | ||
|- | |- | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
Line 203: | Line 202: | ||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
|+style="background:# | |+style="background:#465674; color:#ffffff; font-size: 110%" colspan="2"|Processes for ISO/IEC 20000 section 8: 'Operation of the service management system' | ||
|- | |- | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
Line 209: | Line 208: | ||
!style="background:#eeeeee; font-size: 100%; width:70%"|Notes | !style="background:#eeeeee; font-size: 100%; width:70%"|Notes | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|colspan="2"|'''<span style="color:# | |colspan="2"|'''<span style="color:#004260;"><span id="Operational-planning-and-control">8.1 Operational planning and control</span></span>''' | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
| | | | ||
Line 220: | Line 219: | ||
* Outsourced services and processes are controlled via the supplier management process. This includes specifying requirements for service suppliers in line with the SMS requirements. | * Outsourced services and processes are controlled via the supplier management process. This includes specifying requirements for service suppliers in line with the SMS requirements. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|colspan="2"|'''<span style="color:# | |colspan="2"|'''<span style="color:#004260;"><span id="Service-portfolio">8.2 Service portfolio</span></span>''' | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
| | | | ||
Line 238: | Line 237: | ||
* The attributes to be recorded for each CI are specified in the configuration model. | * The attributes to be recorded for each CI are specified in the configuration model. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|colspan="2"|'''<span style="color:# | |colspan="2"|'''<span style="color:#004260;"><span id="Relationship-and-agreement">8.3 Relationship and agreement</span></span>''' | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
| | | | ||
Line 255: | Line 254: | ||
* External service agreements and associated service definitions specify the properties of the services to be delivered, as well as the obligations and responsibilities of the contractual parties. | * External service agreements and associated service definitions specify the properties of the services to be delivered, as well as the obligations and responsibilities of the contractual parties. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|colspan="2"|'''<span style="color:# | |colspan="2"|'''<span style="color:#004260;"><span id="Supply-and-demand">8.4 Supply and demand</span></span>''' | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
| | | | ||
Line 270: | Line 269: | ||
* If performance needs to be improved, improvement initiatives can be managed through the service improvement plan. | * If performance needs to be improved, improvement initiatives can be managed through the service improvement plan. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|colspan="2"|'''<span style="color:# | |colspan="2"|'''<span style="color:#004260;"><span id="Service-design-build-and-transition">8.5 Service design, build and transition</span></span>''' | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
| | | | ||
Line 283: | Line 282: | ||
* Services are built according to the specifications in the service definitions, requirements specifications and in the service implementation blueprint. The service build process includes activities to create test cases and perform tests, to verify if all service components have been deployed successfully, and to take corrective action if necessary. | * Services are built according to the specifications in the service definitions, requirements specifications and in the service implementation blueprint. The service build process includes activities to create test cases and perform tests, to verify if all service components have been deployed successfully, and to take corrective action if necessary. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|colspan="2"|'''<span style="color:# | |colspan="2"|'''<span style="color:#004260;"><span id="Resolution-and-fulfilment">8.6 Resolution and fulfilment</span></span>''' | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
| | | | ||
Line 297: | Line 296: | ||
* Known errors are documented in problem records with identified root causes and workarounds. | * Known errors are documented in problem records with identified root causes and workarounds. | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
|colspan="2"|'''<span style="color:# | |colspan="2"|'''<span style="color:#004260;"><span id="Service-assurance">8.7 Service assurance</span></span>''' | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
| | | | ||
Line 305: | Line 304: | ||
*[[LP5: Improve the services]] | *[[LP5: Improve the services]] | ||
*[[SP7: Ensure security]] | *[[SP7: Ensure security]] | ||
*[[SP8: | *[[SP8: Ensure continuity]] | ||
| | | | ||
* Service availability requirements and targets are specified in the service definitions attached to customer service agreements. The service implementation blueprint, created during service design, describes the technical and other measures to ensure service availability. | * Service availability requirements and targets are specified in the service definitions attached to customer service agreements. The service implementation blueprint, created during service design, describes the technical and other measures to ensure service availability. | ||
* Service availability is monitored as part of service operation and documented in service quality reports. If availability targets are not met, the service improvement process will re-assess the risks to service availability and take corrective action if necessary. | * Service availability is monitored as part of service operation and documented in service quality reports. If availability targets are not met, the service improvement process will re-assess the risks to service availability and take corrective action if necessary. | ||
* Service continuity requirements are specified in the service definitions attached to customer service agreements. | * Service continuity requirements are specified in the service definitions attached to customer service agreements. | ||
* The process for managing | * The process for managing service continuity performs regular assessments of continuity risks and maintains a register of critical events for which continuity mechanisms are to be put in place. | ||
* Security risks are assessed on a regular basis, resulting in an updated register of security risks. This register identifies the relevant security risks with the mechanisms and controls applied to mitigate the risks. | * Security risks are assessed on a regular basis, resulting in an updated register of security risks. This register identifies the relevant security risks with the mechanisms and controls applied to mitigate the risks. | ||
* Security controls are designed and implemented through the service design and build processes or through the security management process. Security operation manuals provide guidance for the operation of the security controls. | * Security controls are designed and implemented through the service design and build processes or through the security management process. Security operation manuals provide guidance for the operation of the security controls. | ||
Line 319: | Line 318: | ||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
|+style="background:# | |+style="background:#465674; color:#ffffff; font-size: 110%" colspan="2"|Processes for ISO/IEC 20000 section 9: 'Performance Evaluation' | ||
|- | |- | ||
|-style="vertical-align:top" | |-style="vertical-align:top" | ||
Line 346: | Line 345: | ||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
|+style="background:# | |+style="background:#465674; color:#ffffff; font-size: 110%" colspan="2"|Processes for ISO/IEC 20000 section 10: 'Improvement' | ||
|- | |- | ||
|-style="vertical-align:top" | |-style="vertical-align:top" |
Latest revision as of 16:20, 22 July 2024
Comparison: YaSM and ISO 20000 (ISO/IEC 20000:2018)
Part of: YaSM vs. other service management frameworks and standards
One of the objectives when creating YaSM® was to provide a process model that is closely aligned with ISO/IEC 20000 ('ISO 20000'), the internationally acknowledged standard for service management.
Organizations often seek certification to ISO 20000 because it enables them to prove that they are customer-oriented, efficient and effective suppliers of services. The certification can thus be used for marketing purposes, or to gain access to customers and markets which require their service suppliers to be ISO 20000 certified.
ISO 20000 sets out "requirements for establishing, implementing, maintaining and continually improving a service management system (SMS)".
To meet these requirements, organizations typically must define and implement a set of service management processes which comply with the standard. But ISO 20000 does not prescribe specific processes, nor does it provide detailed descriptions that organizations could use as guidance.
Some more guidance can be found in the popular service management frameworks and approaches, such as ITIL®, CMMI-SVC®, COBIT®, VeriSM™, SIAM™, etc. But some of these frameworks provide only high-level descriptions of service management processes, while others are not well aligned with ISO 20000, especially regarding the requirements related to the service management system.
As a result, there is a need for detailed process descriptions that are based on established service management frameworks and concepts and, at the same time, offer better alignment with ISO 20000:
The YaSM process model provides such detailed descriptions as process templates in a graphical, easy-to-read format, including document templates for the policies and other documented information that usually needs to be prepared for the certification audit.
The YaSM service management model thus provides a solution for every ISO 20000 requirement, and implementing the YaSM processes is a straightforward approach for obtaining ISO 20000 certification.
YaSM is designed to be well aligned with ISO 20000, and there are one or several related service management processes for every section in ISO/IEC 20000:2018, Part 1 (Mandatory requirements), as exemplified in the following tables:
- Section 4: Context of the organization
- Section 5: Leadership
- Section 6: Planning
- Section 7: Support of the service management system
- Section 8: Operation of the service management system
- Section 9: Performance Evaluation
- Section 10: Improvement
Notes:
- This overview omits sections 1 to 3 of ISO 20000, part 1, as they do not contain actual requirements (sections 1 to 3 cover scope, normative references, as well as terms and definitions).
- The following tables are based on ISO/IEC 20000:2018, part 1. Learn more about the new edition of the ISO 20000 standard:
A detailed cross-reference between the YaSM service management processes and every single ISO 20000 requirement is available in the form of the YaSM - ISO 20000 Bridge, an additional component to the YaSM Process Map.
The ISO 20000 Bridge makes the task of designing ISO 20000 compliant processes for your organization manageable.
Watch the video:
- The YaSM - ISO 20000 Bridge: Introduction" (6:03 min.)
Context of the organization
Related service mgmt. processes | Notes |
---|---|
|
Leadership
Related service mgmt. processes | Notes |
---|---|
|
Planning
Related service mgmt. processes | Notes |
---|---|
|
Support of the SMS
Related service mgmt. processes | Notes |
---|---|
|
Operation of the SMS
Related service mgmt. processes | Notes |
---|---|
8.1 Operational planning and control | |
| |
8.2 Service portfolio | |
| |
8.3 Relationship and agreement | |
| |
8.4 Supply and demand | |
| |
8.5 Service design, build and transition | |
| |
8.6 Resolution and fulfilment | |
| |
8.7 Service assurance | |
|
Performance Evaluation
Related service mgmt. processes | Notes |
---|---|
|
Improvement
Related service mgmt. processes | Notes |
---|---|
|
More about ISO 20000
ISO 20000 basics:
ISO 20000 reference processes:
- Product page: The YaSM - ISO 20000 Bridge
- Use cases: How the YaSM model supports your ISO 20000 project
- Video: Introduction to the YaSM - ISO 20000 Bridge
References
- [ISO, 2018] International Organization for Standardization: ISO/IEC 20000-1:2018, Information technology - Service management - Part 1: Service management system requirements. - Geneva, Switzerland, September 2018.
Notes
Is based on: The YaSM - ISO 20000 Bridge.
By: Andrea Kempter and Stefan Kempter , IT Process Maps.
Closely aligned with ISO/IEC 20000 - the YaSM model › ISO 20000 requirements and related service management processes › Context of the organization › Leadership › Planning