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Extra resources for ISO IEC 20000 Foundation Complete Certification Kit - Study Guide Book and Online Course
The evaluation process will assess the success of the change and report back to Change Management who will, in turn, via Key Performance Indicators and other metrics, report back to Continual Service Improvement. CSI will then assess that the approved actions were delivered and achieved the intended objective. Further information on the objectives and the requirements of planning and implementing service management can be found in Chapter 4, Part 1 of the ISO/IEC 20000 standard. ©The A rt o f Se rvice ISO/IEC 20000 Foundation Complete Certification Kit - Study Guide ©The A rt o f Se rvice 36 ISO/IEC 20000 Foundation Complete Certification Kit - Study Guide 37 5 Planning & Implementing New or Changed Services__________________ Within any business or organization that is in operation, the need for new or changed services will always exist.
ISO/IEC 20000 certification means meeting the specified ©The A rt o f Se rvice ISO/IEC 20000 Foundation Complete Certification Kit - Study Guide 28 requirements following an independent audit by an accredited certification body. Change record Record containing details of which configuration items are affected and how they are affected by the authorized change. Code of Practice A standard that recommends ‘good, accepted practice as followed by competent practitioners’. Recommendations in a code of practice use the auxiliary ‘should’.
This type of SLA is used when the requirements of the IT service differs little between customers. Typical contents of SLAs include: • Introduction • Service description • Mutual responsibilities • Scope • Service hours • Service availability • Reliability • Customer support • Contact points & escalation • Service performance • Batch turnaround times • Security • Charging etc. It is also common for a combination of SLAs to be used. Information contained within an SLA must be measureable. The language used should always be clear and concise in order to aid understanding.