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ver 2.0, 31/12/2013 Page 1 of 12
ITIL® & ISO 20000 Premium Documentation Toolkit
Note: ISO 20000 documentation should preferably be implemented in the order in which it is listed in
project plan (see Project Plan document).
ITIL documentation should be implemented if and when you assess it is required.
Number
in the
package
Document name
Relevant clauses in the
ISO 20000 Standard / ITIL
processes
Mandatory
according to
ISO 20000
Aligned with
ITIL
guidelines
0. Procedure for Document and
Record Control
ISO 20000: 4.3.2 and 4.3.3
1. Project Plan
2. SMS Policy ISO 20000: 4.3.1.; 4.1.1.a),
4.1.2, 4.1.4
3. SMS Plan ISO 20000: 4.1.1, 4.1.4,
4.2, 4.3.1, 4.4.1, 4.4.2,
4.5.1, 4.5.2, 4.5.3, 5.3.h),
6.2
3.2. Appendix 1 List of Services ISO 20000: 4.5.2.f)
3.3. Appendix 2 Training and
Awareness Plan
ISO 20000: 4.4.2.; 4.5.2.l)
ITIL: Knowledge
Management Process
4. Service Management
Processes and Functions
4.1. Operations Management
4.1.1. Event Management Process ITIL: Event Management
Process
4.1.1.1. Appendix 1 Event
Management Catalogue
ITIL: Event Management
Process
4.1.1.2. Appendix 2 Event Record
Template
ITIL: Event Management
Process
ver 2.0, 31/12/2013 Page 2 of 12
Number
in the
package
Document name
Relevant clauses in the
ISO 20000 Standard / ITIL
processes
Mandatory
according to
ISO 20000
Aligned with
ITIL
guidelines
4.1.2. Incident Management
Process
ISO 20000: 4.3.1, 8.1,
6.6.3
ITIL: Incident
Management Process
4.1.2.1. Incident Management Policy ISO 20000: 4.3.1, 8.1,
6.6.3
ITIL: Incident
Management Process
4.1.2.2. Incident Measurements and
Metrics
ISO 20000: 4.3.1, 8.1,
6.6.3
ITIL: Incident
Management Process
4.1.2.3. Appendix 1 Incident
Catalogue Template
ISO 20000: 8.1, 6.6.3
ITIL: Incident
Management Process
4.1.2.4. Appendix 2 Incident Record
Template
ISO 20000: 8.1, 6.6.3
ITIL: Incident
Management Process
4.1.2.5. Appendix 3 Major Incident
Report Template
ISO 20000: 8.1
ITIL: Incident
Management Process
4.1.3. Request Fulfillment Process ISO 20000: 4.3.1, 8.1,
6.6.3
ITIL: Request Fulfillment
Process
4.1.3.1. Appendix 1 Service Request
Catalogue Template
ISO 20000: 8.1
ITIL: Request Fulfillment
Process
ver 2.0, 31/12/2013 Page 3 of 12
Number
in the
package
Document name
Relevant clauses in the
ISO 20000 Standard / ITIL
processes
Mandatory
according to
ISO 20000
Aligned with
ITIL
guidelines
4.1.3.2. Appendix 2 Service Request
Record Template
ISO 20000: 8.1
ITIL: Request Fulfillment
Process
4.1.3.3. Appendix 3 Service Request
Form Template
ISO 20000: 8.1
ITIL: Request Fulfillment
Process
4.1.4. Problem Management
Process
ISO 20000: 4.3.1, 8.2, 8.1
ITIL: Problem
Management Process
4.1.4.1. Problem Management Policy ISO 20000: 8.2
ITIL: Problem
Management Process
4.1.4.2. Appendix 1 Problem
Catalogue Template
ISO 20000: 8.2
ITIL: Problem
Management Process
4.1.4.3. Appendix 2 Problem Record
Template
ISO 20000: 8.2
ITIL: Problem
Management Process
4.1.4.4. Appendix 3 Major Problem
Report Template
ITIL: Problem
Management Process
4.1.4.5.. Appendix 4 Known Error
Record Template
ISO 20000: 8.2
ITIL: Problem
Management Process
4.1.4.6. Appendix 5 Minutes of
Meeting of Major Problem
Review
ITIL: Problem
Management Process
4.1.5. Access Management Process ITIL: Access Management
Process
ver 2.0, 31/12/2013 Page 4 of 12
Number
in the
package
Document name
Relevant clauses in the
ISO 20000 Standard / ITIL
processes
Mandatory
according to
ISO 20000
Aligned with
ITIL
guidelines
4.1.5.1. Appendix 1 Conflicts and
Exceptions Template
ITIL: Access Management
Process
4.1.6. Business Relationship
Management Process
ISO 20000: 4.3.1, 7.1
ITIL: Business Relationship
Management Process
4.1.6.1. Appendix 1 Customer
Portfolio
ISO 20000: 7.1
ITIL: Business Relationship
Management Process
4.1.6.2. Appendix 2 Customer
Complaint Report
ISO 20000: 6.2, 7.1
ITIL: Business Relationship
Management Process
4.1.6.3. Appendix 3 Customer
Satisfaction Survey
ISO 20000: 6.2, 7.1
ITIL: Business Relationship
Management Process
4.1.6.4. Appendix 4 Service
Performance Review Report
Template
ISO 20000: 7.1
ITIL: Business Relationship
Management Process
4.1.6.5. Appendix 5 Customer
Compliment Report
ITIL: Business Relationship
Management Process
4.1.7. Financial Management
Process
ISO 20000: 4.3.1, 6.4
ITIL: Financial
Management Process
4.1.7.1. Appendix 1 Budgeting and
Controlling Template
ISO 20000: 6.4
ITIL: Financial
Management Process
4.1.8. Service Desk Function ITIL: Service Desk
Function
ver 2.0, 31/12/2013 Page 5 of 12
Number
in the
package
Document name
Relevant clauses in the
ISO 20000 Standard / ITIL
processes
Mandatory
according to
ISO 20000
Aligned with
ITIL
guidelines
4.1.9. Technical Management
Function
ITIL: Technical
Management Function
4.1.10. IT Operations Management
Function
ITIL: IT Operations
Management Function
4.1.10.1. Appendix 1 Operations Log ITIL: IT Operations
Management Function
4.1.10.2. Appendix 2 Shift Schedule
and Report
ITIL: IT Operations
Management Function
4.1.11. Application Management
Function
ITIL: Application
Management Function
4.1.11.1. Appendix 1 Application
Portfolio Template
ITIL: Application
Management Function
4.2. Establish, Secure, Improve
4.2.1. Strategy Management for IT
Services Process
ITIL: Strategy
Management for IT
Services Process
4.2.1.1. Appendix 1 Strategy Plan
Template
ITIL: Strategy
Management for IT
Services Process
4.2.2. Design Coordination Process ISO 20000: 5.1, 5.3.a),
5.3.b), 5.3.c), 5.2.b)
ITIL: Design Coordination
Process
4.2.2.1. Appendix 1 Service Design
Package
ISO 20000: 5.1, 5.3.c),
5.3.d), 5.2.
ITIL: Design Coordination
Process
4.2.3. Capacity Management
Process
ISO 20000: 4.3.1, 6.5
ITIL: Capacity
Management Process
ver 2.0, 31/12/2013 Page 6 of 12
Number
in the
package
Document name
Relevant clauses in the
ISO 20000 Standard / ITIL
processes
Mandatory
according to
ISO 20000
Aligned with
ITIL
guidelines
4.2.3.1. Appendix 1 Capacity Plan ISO 20000: 6.5
ITIL: Capacity
Management Process
4.2.3.2. Appendix 2 Capacity
Measurement Report
ISO 20000: 6.5
ITIL: Capacity
Management Process
4.2.4. Availability Management
Process
ISO 20000: 4.3.1, 6.3.1
6.3.2, 6.3.3
ITIL: Availability
Management Process
4.2.4.1. Appendix 1 Availability Plan ISO 20000: 6.3.1 6.3.2,
6.3.3
ITIL: Availability
Management Process
4.2.4.2. Appendix 2 Availability
Measurement Report
ISO 20000: 6.3.3
ITIL: Availability
Management Process
4.2.5. IT Service Continuity
Management (ITSCM) Process
ISO 20000: 4.3.1, 6.3.1
6.3.2, 6.3.3
ITIL: IT Service Continuity
Management Process
4.2.5.1. Appendix 1 IT Service
Continuity Plan
ISO 20000: 6.2, 6.3.1,
6.3.2, 6.3.3
ITIL: IT Service Continuity
Management Process
4.2.5.2. Appendix 2 Business Impact
Analysis And Recovery
ISO 20000: 6.3.1, 6.3.2,
6.3.3
ITIL: IT Service Continuity
Management Process
ver 2.0, 31/12/2013 Page 7 of 12
Number
in the
package
Document name
Relevant clauses in the
ISO 20000 Standard / ITIL
processes
Mandatory
according to
ISO 20000
Aligned with
ITIL
guidelines
4.2.5.3. Appendix 3 Risk Assessment
and Treatment
ISO 20000: 6.3.1, 6.3.2,
6.3.3
ITIL: IT Service Continuity
Management Process
4.2.5.4. Appendix 4 IT Service
Continuity Plan Test and
Review Report
ISO 20000: 6.3.1, 6.3.2,
6.3.3
ITIL: IT Service Continuity
Management Process
4.2.6. Information Security
Management Process
ISO 20000: 4.3.1, 6.6.1,
6.6.2, 6.6.3
ITIL: Information Security
Management Process
4.2.6.1. Information Security Policy ISO 20000: 6.6.1, 6.6.2,
6.6.3
ITIL: Information Security
Management Process
4.2.7. Demand Management
Process
ITIL: Demand
Management Process
4.2.8. Continual Service
Improvement Process
ISO 20000: 4.5.5.1, 4.5.5.2
ITIL: Continual Service
Improvement Process
4.2.8.1. Appendix 1 Service
Improvement Plan
ISO 20000: 4.5.5.1, 4.5.5.2
ITIL: Continual Service
Improvement Process
4.3. Deployment, Control and
Knowledge
4.3.1. Transition Planning and
Support Process
ISO 20000: 4.3.1., 5.1
ITIL: Transition Planning
and Support Process
ver 2.0, 31/12/2013 Page 8 of 12
Number
in the
package
Document name
Relevant clauses in the
ISO 20000 Standard / ITIL
processes
Mandatory
according to
ISO 20000
Aligned with
ITIL
guidelines
4.3.1.1. Appendix 1 Transition Plan ISO 20000: 5.1
ITIL: Transition Planning
and Support Process
4.3.2. Change Management Process ISO 20000: 4.3.1, 4.3.2.d),
5.1, 5.2, 5.3, 5.4, 6.1, 6.2,
6.3.2, 6.4, 6.5, 6.6.3, 7.1,
7.2, 8.2, 9.1, 9.1.g), 9.2,
9.3
ITIL: Change Management
Process
4.3.2.1. Change Management Policy ISO 20000: 4.3.2.d), 5.1,
5.2, 5.3, 5.4, 6.1, 6.2,
6.3.2, 6.4, 6.5, 6.6.3, 7.1,
7.2, 8.2, 9.1, 9.1.g), 9.2,
9.3
ITIL: Change Management
Process
4.3.2.2. Appendix 1 Request for
Change and Change Record
ISO 20000: 9.2
ITIL: Change Management
Process
4.3.2.3. Appendix 2 Minutes of
Meeting CAB
ISO 20000: 9.2
ITIL: Change Management
Process
4.3.2.4. Appendix 3 Change Schedule ISO 20000: 9.2
ITIL: Change Management
Process
4.3.3. Service Asset and
Configuration Management
(SACM) Process
ISO 20000: 4.3.1, 9.1, 5.1
ITIL: Service Asset and
Configuration
Management Process
ver 2.0, 31/12/2013 Page 9 of 12
Number
in the
package
Document name
Relevant clauses in the
ISO 20000 Standard / ITIL
processes
Mandatory
according to
ISO 20000
Aligned with
ITIL
guidelines
4.3.3.1. Appendix 1 SACM Plan ITIL: Service Asset and
Configuration
Management Process
4.3.3.2. Appendix 2 CMDB ISO 20000: 4.3.1, 9.1, 5.1
ITIL: Service Asset and
Configuration
Management Process
4.3.4. Service Validation and Testing
(SVT) Process
ISO 20000: 4.3.1, 5.4
ITIL: Service Validation
and Testing Process
4.3.4.1. Appendix 1 SAC Template ISO 20000: 5.4
ITIL: Service Validation
and Testing Process
4.3.4.2. Appendix 2 Test Plan ISO 20000: 5.4
ITIL: Service Validation
and Testing Process
4.3.5. Release and Deployment
Management (RDM) Process
ISO 20000: 4.3.1, 5.3.a),
5.3.b), 5.3.k), 9.3
ITIL: Release and
Deployment Management
Process
4.3.5.1. Appendix 1 Release and
Deployment Planning
ISO 20000: 9.3
ITIL: Release and
Deployment Management
(RDM) Process
4.3.5.2. Appendix 2 Customer Release
Policy
ISO 20000: 9.3
ITIL: Release and
Deployment Management
(RDM) Process
ver 2.0, 31/12/2013 Page 10 of 12
Number
in the
package
Document name
Relevant clauses in the
ISO 20000 Standard / ITIL
processes
Mandatory
according to
ISO 20000
Aligned with
ITIL
guidelines
4.3.6. Change Evaluation Process ITIL: Change Evaluation
Process
4.3.7. Knowledge Management
(KM) Process
ITIL: Knowledge
Management Process
4.3.7.1. Appendix 1 Knowledge
Management Plan Template
ITIL: Knowledge
Management Process
4.3.7.2. Appendix 2 Training and
Awareness Plan
ISO 20000: 4.4.2, 4.5.2.l)
ITIL: Knowledge
Management Process
4.4. Relationship Management
4.4.1. Service Portfolio
Management Process
ITIL: Service Portfolio
Management Process
4.4.1.1. Appendix 1 Service Portfolio
List Template
ITIL: Service Portfolio
Management Process
4.4.1.2. Appendix 2 Business Case ITIL: Service Portfolio
Management Process
4.4.1.3. Appendix 3 Change Proposal ITIL: Service Portfolio
Management Process
4.4.1.4. Appendix 4 Service Charter
Template
ITIL: Service Portfolio
Management Process
4.4.2. Service Catalogue
Management Process
ISO 20000: 4.3.1, 5.3.j),
6.1
ITIL: Service Catalogue
Management Process
4.4.2.1. Appendix 1 Service Catalogue
Template
ISO 20000: 6.1
ITIL: Service Catalogue
Management Process
ver 2.0, 31/12/2013 Page 11 of 12
Number
in the
package
Document name
Relevant clauses in the
ISO 20000 Standard / ITIL
processes
Mandatory
according to
ISO 20000
Aligned with
ITIL
guidelines
4.4.3. Service Level Management
Process
ISO 20000: 4.3.1, 5.3.i);
6.1, 5.3.j)
ITIL: Service Level
Management Process
4.4.3.1. Appendix 1 SLA Template ISO 20000: 6.1, 8.1
ITIL: Service Level
Management Process
4.4.3.2. Appendix 2 OLA Template ISO 20000: 6.1
ITIL: Service Level
Management Process
4.4.3.3. Appendix 3 Service Report
Template
ISO 20000: 6.1
ITIL: Service Level
Management Process
4.4.3.4. Appendix 4 Customer
Agreement Portfolio
ISO 20000: 6.1
ITIL: Service Level
Management Process
4.4.3.5. Appendix 5 Service Level
Requirements
ISO 20000: 5.2, 6.1
ITIL: Service Level
Management Process
4.4.4. Supplier Management
Process
ISO 20000: 4.3.1, 7.2
ITIL: Supplier
Management Process
4.4.4.1. Appendix 1 Underpinning
Contract Template
ISO 20000: 7.2
ITIL: Supplier
Management Process
4.4.4.2. Appendix 2 Supplier
Performance Report
Template
ISO 20000: 7.2
ITIL: Supplier
Management Process
ver 2.0, 31/12/2013 Page 12 of 12
Number
in the
package
Document name
Relevant clauses in the
ISO 20000 Standard / ITIL
processes
Mandatory
according to
ISO 20000
Aligned with
ITIL
guidelines
4.4.4.3. Appendix 3 Supplier
Agreement Portfolio
ISO 20000: 7.2
ITIL: Supplier
Management Process
5. Communication Procedure ISO 20000: 4.1.2.e),
4.1.3.b)
6. Procedure for Internal Audit ISO 20000: 4.5.4.1,4.5.4.2,
4.5.4.3,6.6.1, 6.6.2, 6.6.3
6.1. Appendix 1 Annual Internal
Audit Program
ISO 20000: 4.5.4.1,4.5.4.2,
4.5.4.3,6.6.1, 6.6.2, 6.6.3
6.2. Appendix 2 Internal Audit
Report
ISO 20000: 4.5.4.1,4.5.4.2,
4.5.4.3,6.6.1, 6.6.2, 6.6.3
7. Management Review Minutes ISO 20000: 4.5.4.3, 4.1.2
8. Corrective or Preventive
Action Form
ISO 20000: 6.6.1., 6.6.2,
6.6.3, 4.5.5.1, 4.5.5.2
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