Article | REF: H3280 V2

ITIL and ISO 2000

Author: Claude PINET

Publication date: July 10, 2024

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8. Service design, construction and transition

Within this family of processes, ISO/IEC 20000 requires the service provider to master the three processes described below.

8.1 Change management

The service provider must ensure that all changes are under control. This means that :

  • they have been evaluated;

  • they have been approved by the relevant authorities;

  • they are implemented in compliance with procedures;

  • they are reviewed to assess their effectiveness.

Negative impacts on service must be minimized.

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