Templates and records · ISO 20000
ISO/IEC 20000-1 templates and records
Eight documents and records that hold up an IT service management system, each with the ISO/IEC 20000-1 clause that calls for it, its fields and a completed example.
In one sentence
ISO/IEC 20000-1 lists the minimum documented information for the service management system — among others the service catalogue, service level agreements, the change management policy and service continuity plans — and requires records of every incident, problem, change and configuration item, as well as periodic reports on performance against service targets.
- Current edition
- ISO/IEC 20000-1:2018 Third edition, with the common structure of management system standards
- Minimum documentation
- Clause 7.5.4 Includes scope, policy, plan, catalogue, SLAs, supplier contracts and the records the standard requires
- Format
- Free A service management tool is acceptable if it meets the content and the control of documented information
- Relationship with ITIL
- Compatible, not equivalent ITIL is a good practice framework; the standard is what gets certified
Contents
ISO 20000 templates and records
Clauses are cited using the numbering of ISO/IEC 20000-1:2018, the current edition and the same one the Academy uses.
Service catalogue
What the service catalogue ISO/IEC 20000-1 requires must include: description, intended outcomes…
Service level agreement (SLA)
What an SLA must contain under ISO/IEC 20000-1 (8.3.3): services, service level targets, workload limits…
Service level report
What the service report ISO/IEC 20000-1 requires must contain: SLA compliance, workload, major incidents…
Incident log
What ISO/IEC 20000-1 incident management must record: classification, priority by impact and urgency…
Problems and known errors
How to record a problem under ISO/IEC 20000-1 (8.6.3): incident analysis, root cause, workaround, known…
Request for change
What a request for change must record under ISO/IEC 20000-1: classification, risks, approval, back-out plan…
Configuration items
What information to record for each configuration item under ISO/IEC 20000-1 (8.2.6): identification, type…
Service continuity plan
What the ISO/IEC 20000-1 IT service continuity plan includes: risks, recovery requirements, procedure…
Frequently asked questions
What people ask us before getting started
Which documents are mandatory under ISO/IEC 20000-1?
Clause 7.5.4 lists the minimum documented information: scope, service management policy and objectives, service management plan, change management policy, information security policy, service continuity plans, SMS processes, service requirements, service catalogue, SLAs, contracts and agreements with suppliers, the procedures the standard requires and the records demonstrating conformity.
Is the ticketing tool enough to comply?
It covers much of the incident, request and change records, but not the whole system: the catalogue, SLAs, service reports, continuity, audits and management review must also exist and be controlled.
How does it fit with ISO 27001?
The two share a structure and ISO/IEC 20000-1 requires information security for services to be managed (8.7.3). Many organisations certify both with a single system and shared risks and audits.
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