Summary of ISO/IEC 20000
ITIL® et ISO 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

4.4.2 Improvement management

4.4.3 Activities

5.Planning and implementation of new or modified services

6.Service delivery process

6.1 Service level management

6.2 Service report

6.3 Managing service continuity...