17. Summary of ISO/IEC 20000

1.Scope of application

2.Terms and definitions

3.Management system requirements

3.1 Management responsibility

3.2 Documentation requirements

3.3 Competence, awareness and training

4. Service management implementation planning

4.1 Service management planning (Planifier – Plan )

4.2 Service management implementation and service delivery (Faire – Do )

4.3 Monitoring, measurement and review (Verify – Check )

4.4 Continuous improvement (Act – Act )

4.4.1 Policy

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