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6. Relationship management and agreements
Within this family of processes, ISO/IEC 20000 requires the service provider to master the three processes described below.
6.1 Commercial relationship management
Business relationship management involves a customer and a service provider.
Customer: organization or part of an organization that receives a service or several services (ISO/IEC 20000, § 3.2.3).
The standard requires the service provider to establish and maintain good relations with its customers. These good relations are based on mutual understanding and a precise description of the rights and duties of each party. When things are clearly described and understood by both parties, this is the way to prevent...
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Bibliography
- (1) - - https://www.itsmf.fr
- (2) - - http://www.ogc.gov.uk
- (3) - -
Standards and norms
- Information Technology - BSI BS 15000 - 2000
- Lignes directrices pour l'audit des systèmes de management - ISO 19011 - 2018
- Quality management systems – Basic principles and vocabulary - NF EN ISO 9000 - 2015
- Quality management systems – Requirements - NF EN ISO 9001 - 2015
- Information Technology – Service management – Part 1: Service management system requirements - NF ISO/IEC 20000-1...
Directory
Information Technology Service Management Forum (itSMF France) https://www.itsmf.fr/
Information Systems Examination Board https://www.bcs.org/
Examination Institute https://www.exin.com/
...Annex 1: Summary of ISO/IEC 20000 – Part 1
1 – Field of application
1.1 General information
1.2 Application
2 – Normative references
3 – Terms and definitions
3.1 Terms specific to management system standards
3.2 Terms specific to service management
4 – Organizational...
Annex 2: Summary of ISO/IEC 20000 – Part 2
1 – Field of application
1.1 General information
1.2 Application
1.3 Structure
2 – Normative references
3 – Terms and definitions
4 – Organizational context
4.1 Understanding the organization and its context
...
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