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  • ISO 20000 processes for service management

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    RamiroPedrozaMarquez
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    This document provides a flow chart showing the key processes involved in ISO 20000. It displays the relationships between business suppliers, service providers, and users. The main processes shown are incident management, problem resolution, change management, configuration management, and release management. These processes work to ensure quick service restoration during failures, prevent future failures, and deliver controlled service modifications.

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    All the ISO 20000 Processes

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    This document provides a flow chart showing the key processes involved in ISO 20000. It displays the relationships between business suppliers, service providers, and users. The main processes shown are incident management, problem resolution, change management, configuration management, and release management. These processes work to ensure quick service restoration during failures, prevent future failures, and deliver controlled service modifications.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    1K views1 page

    ISO 20000 processes for service management

    Uploaded by

    RamiroPedrozaMarquez
    This document provides a flow chart showing the key processes involved in ISO 20000. It displays the relationships between business suppliers, service providers, and users. The main processes shown are incident management, problem resolution, change management, configuration management, and release management. These processes work to ensure quick service restoration during failures, prevent future failures, and deliver controlled service modifications.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 1

    ISO 20000 All the Processes

    SUPPLIERS PL
    IE R
    UP
    B -S
    SU

    IE R
    PL
    RELATIONSHIP UP
    B -S
    SU
    PROCESSES

    SERVICE
    BUSINESS SUPPLIER PROVIDER
    BUSINESS
    SERVICE
    DELIVERY
    PROCESSES SERVICES
    USERS
    CAPACITY BUDGETING & End Users use
    REPORTING ACCOUNTING services.
    They gain initial
    CONTINUITY & SERVICE LEVEL support for any
    AVAILABILITY service related issues
    via the INCIDENT
    INFORMATION MANAGEMENT
    SECURITY process (generally by
    RESOLUTION contacting a Service
    CONTROL Desk, Help Desk or
    PROCESSES PROCESSES Call Centre).

    Resolution processes
    ensure quick resumption
    CHANGE INCIDENT of the service during
    PROBLEM failure times
    CONFIGURATION (INCIDENT) and actual
    RELEASE
    removal of errors to
    PROCESSES
    Release prevent failures
    processes ensure (PROBLEM).
    that any actual Control processes ensure that any
    modifications to requested modifications to services are
    RELEASE
    services are managed in a systematic manner
    This flow chart prepared by
    delivered in a (CHANGE) and that all relevant information The Art of Service
    controlled manner about the services is managed correctly as a representative example.
    (RELEASE). (CONFIGURATION). Errors and Omissions Excepted

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