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iso 20000

iso 20000

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Published by Dina Elgendy
ISO 20000
ISO 20000

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Published by: Dina Elgendy on Apr 10, 2013
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11/28/2014

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Service Level
Management

Business

VBFs

Monitor

Reporting

Analysis

Improvement

Requirements

Requirements

Design

Planning

Compile Plan

Manage Plan

Requirements

Design

Planning

Compile Plan

Manage Plan

As shown above, the activities involved in Availability Management can form two
continuous cycles of Planning and Improvement. The requirements and Vital Business
Functions (VBFs) are input from the business and a plan is developed to meet availability
requirements. This then initiates the improvement processes of monitoring, analysis and
reporting back to SLM and the business on how well required service levels were met.

Once the availability activities have been completed, access management helps to protect
the confidentiality, integrity and availability of all assets. The achievement of that objective
must be demonstrated for compliance with the ISO/IEC 20000 standard.

ISO/IEC 20000 Foundation Complete Certification Kit - Study Guide

54


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