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    Ringkasan - ISO 20000-1-2018

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    Ari Rinaldi Sumarmo
    This document summarizes the requirements of the ISO 20000-1:2018 standard for service management systems. It outlines the key clauses covering topics like leadership, planning, operations, performance evaluation, and their associated requirements. The standard provides a framework for aligning services with customer needs and business objectives through effective planning, design, transition, delivery, and improvement of services.

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    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd

    Ringkasan - ISO 20000-1-2018

    Uploaded by

    Ari Rinaldi Sumarmo
    806 views8 pages
    This document summarizes the requirements of the ISO 20000-1:2018 standard for service management systems. It outlines the key clauses covering topics like leadership, planning, operations, performance evaluation, and their associated requirements. The standard provides a framework for aligning services with customer needs and business objectives through effective planning, design, transition, delivery, and improvement of services.

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    Ringkasan standar ISO 20000-1:2018

    Original Title

    Ringkasan_ISO 20000-1-2018

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    This document summarizes the requirements of the ISO 20000-1:2018 standard for service management systems. It outlines the key clauses covering topics like leadership, planning, operations, performance evaluation, and their associated requirements. The standard provides a framework for aligning services with customer needs and business objectives through effective planning, design, transition, delivery, and improvement of services.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    806 views8 pages

    Ringkasan - ISO 20000-1-2018

    Uploaded by

    Ari Rinaldi Sumarmo
    This document summarizes the requirements of the ISO 20000-1:2018 standard for service management systems. It outlines the key clauses covering topics like leadership, planning, operations, performance evaluation, and their associated requirements. The standard provides a framework for aligning services with customer needs and business objectives through effective planning, design, transition, delivery, and improvement of services.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    You are on page 1of 8

    RINGKASAN STANDAR ISO 20000-1:2018

    KLAUSUL PERSYARATAN
    4.1 Understanding the organization and its context - -
    Understanding the needs and expectations of
    4.2 - -
    interested parties
    4. Context of the
    organization Determining the scope of the Service Management
    4.3 - -
    System
    4.4 Service Management System (SMS) - -
    5.1 Leadership and commitment - -
    5.2.1 Establishing the service management system -
    5.2 Policy
    5. Leadership 5.2.2 Communicating the service management policy -

    5.3 Organization Roles, Responsibility, and Authorities - -

    6.1.1 <determine the risks and opportunities> -


    6.1 Actions to address risk and opportunities 6.1.2 <determine and document risk assessment> -
    6.1.3 <plan, implement, evaluate risk treatment> -
    6. Planning
    Service management objectives and planning to 6.2.1 Establish objectives -
    6.2 achieve them 6.2.2 Plan to achieve objectives -
    6.3 Plan the service management system - -
    7.1 Resources - -
    7.2 Competence - -
    7.3 Awareness - -
    7.4 Communication - -
    7.5.1 General -
    7.5.2 Creating and updating -
    7. Support of the service
    management system
    7.5.3.1
    7.5 Documented information
    7.5.3 Control of documented information
    7.5.3.2

    7.5.4 SMS documented information -


    7.6 Knowledge - -
    RINGKASAN STANDAR ISO 20000-1:2018

    KLAUSUL PERSYARATAN
    8.1 Operational Planning and Control - -
    8.2.1 Service delivery -
    8.2.2 Plan the services -

    8.2.3.1
    8.2.3 Control of parties involved in the service lifecycle
    8.2 Service Portfolio
    8.2.3.2

    8.2.4 Service catalogue management -


    8.2.5 Asset manaement -
    8.2.6 Configuration management -
    8.3.1 General -
    8.3.2 Business relationship management -
    8.3.3 Service level management -

    8.3 Relationship and agreement 8.3.4.1

    8.3.4 Supplier management


    Operations of the 8.3.4.2
    8. service management
    system 8.4.1 Budgeting anad accounting for services -
    8.4 Supply and demand 8.4.2 Demand management -
    8.4.3 Capacity management -
    8.5.1.1
    8.5.1 Change management 8.5.1.2
    8.5.1.3
    8.5 Service design, built, and transition 8.5.2.1
    8.5.2 Service design and transition 8.5.2.2
    8.5.2.3
    8.5.3 Release and deployment management -
    8.6.1 Incident management -
    8.6 Resolution and fulfilment 8.6.2 Service request management -
    8.6.3 Problem management -
    RINGKASAN STANDAR ISO 20000-1:2018

    KLAUSUL PERSYARATAN
    8.7.1 Service availability management -
    8.7.2 Service continuity management -
    8.7 Service assurance 8.7.3.1
    8.7.3 Information security management 8.7.3.2
    8.7.3.3
    RINGKASAN STANDAR ISO 20000-1:2018

    KLAUSUL PERSYARATAN

    9.1 Monitoring, measurement, analysis, and evaluation - -

    9.2.1 -
    9. Performance Evaluation 9.2 Internal audit
    9.2.2 -
    9.3 Management Review - -
    9.4 Service reporting - -
    10.1.1 -
    10.1 Non conformity and corrective actions
    10. Improvement 10.1.2 -
    10.2 Continual improvement - -

    Jumlah Persyaratan = 63
    RINGKASAN STANDAR ISO 20000-1:2018

    PERSYARATAN

    <identification & description, format,


    review & approval>
    <activities regarding control of
    documented information>
    RINGKASAN STANDAR ISO 20000-1:2018

    PERSYARATAN

    <requirements for control of parties


    involved in the service lifecycle>

    <define and apply relevant controls


    for other parties>

    Management of external suppliers

    Management of internal suppliers


    and customers acting as a supplier

    Change management policy


    Change management initiation
    Change management activities
    Plan new or changed services
    Design
    Build and transition
    RINGKASAN STANDAR ISO 20000-1:2018

    PERSYARATAN

    Information security policy


    Information security controls
    Information security incidents
    RINGKASAN STANDAR ISO 20000-1:2018

    PERSYARATAN

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