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ISO/IEC 20000: Module 3: Complete Ready-to-Use Documentation Templates Package

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List of IT Service Management Documents
ISO/IEC 20000 «IT Service Management System (SMS)»

TOTAL over 40 documents (processes, policies, and forms)
IT Service Guidance (System handbook + 14 forms):
F01/G-01 SWOT Analysis
F02/G-01 Stakeholders Register and Their Requirements
F03/G-01 Process Map
F04/G-01 IT Service Policy
F05/G-01 IT Service Objectives
F06/G-01 Organizational Structure
F07/G-01 Responsibility Matrix for Processes
F08/G-01 Risk Management Map (general)
F09/G-01 Communication Plan
F10/G-01 Service Register
F11/G-01 Asset Register
F12/G-01 Annual IT Service Program
F13/G-01 KPI Register and SMS Criteria
F14/G-01 General List of All SMS Documents
Orders:
On developing ISO/IEC 20000 system and appointing top management representative
On creating the decision-making group
On implementing ISO/IEC 20000 system
Service Delivery Processes:
PR-01  Service Level Management
PR-02  Service Reporting
PR-03  Service Continuity Management
PR-04  Availability Management
PR-05  Capacity Management
PR-06  Information Security Management
PR-07  Budgeting and Accounting for Services
Relationship Management Processes:
PR-08  Business Relationship Management
PR-09  Supplier and Partner Management
Resolution and Support Processes:
PR-10  Incident Management
PR-11  Service Request Management
PR-12  Problem Management
Control and Planning Processes:
PR-13  Change Management
PR-14  Release and Deployment Management
PR-15  Configuration Management
PR-16  Asset Management
Service Design, Transition & Improvement Processes:
PR-17  Service Design
PR-18  Service Transition
PR-19  Continual Service Improvement
Support Processes:
PR-20  Documented Information Management
PR-21  Competence & Awareness Management
PR-22  Communication Management
PR-23  Resource Management
Performance & Compliance Processes:
PR-24  Monitoring, Measurement, Analysis & Evaluation
PR-25  Internal Audit
PR-26  Management Review
PR-27  Nonconformity & Corrective Action
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