not at draft stage

approximately 50% (rough draft only)

60 - 80 % (developed draft, with limited records)
90 % + (limited revisions required)

Required ISO 20000 Documents

ISO 20000
Document Type Documentation ISO 20000
clause

ITSM Risk Management (included in

Service Management Plan) 3.1
Risk Assessment 3.1

General Service Management and Improvement 3.1 a, 4.4.1

Policy
requirement
Document Control Procedure 3.2

Competence, Awareness, Training 3.3

Service Management Plan 4.1

Management Review Plan 4.3

Audit Program 4.3

Audit Procedure 4.3

Corrective and Preventative Action 4.3

Plans and Procedure
Procedures Corrective and Preventative Action
4.4
(System level) Record

Service Improvement Procedure 4.4.2

Service Improvement Record 4.4.2

New and Changed Services 5

Implementation Plan

Service Level Management Procedure 6.1

Service Level Service Level Agreements 6.1

Management Standard Service Support Reference
6.1
Customer Handbook 6.1
 Service Service Reporting Procedure 6.2
Reporting Service Report Summary Record 6.2
Business plan 6.3
Business Continuity Policy 6.3
Business Continuity Framework 6.3
Document (ISD)
Business Continuity Plans 6.3
Business
Continuity Business Impact Analysis 6.3

Business Continuity Risk Assessment 6.3

Business Continuity Test Procedure 6.3

Business Continuity Test Record 6.3

Budgeting & Accounting Policy 6.4

Budgeting & Acccounting Procedure 6.4

Budgeting &
Accounting Budget Approval Form and Records 6.4

Summary Performance Reporting 6.4

Capacity / Availability Management 6.4
Procedure
Capacity and Capacity Plan 6.5
Availability Capacity / Availability Records 6.5
Capacity / Availability Reporting 6.3

Information Security Policy 6.6

Information Security Management 6.5

System (27001)
Information Security Incident Investigation
6.6
Security Procedure
Security Control Records 6.6
Security Risk Assessment 6.6
Security Incident Reporting 6.6

Complaints process 7.2

Customer Feedback process (QMS 7.2

Business elements)
Relationship Business Relationship Management 7.2
Procedure

Customer Service Review Records 7.2

 Supplier Management Procedure 7.3
Supplier Legal Procedure 7.3
Management Supplier Contracts and SLA's 7.3
Supplier Review Records 7.3
Incident Management Procedure 8.2
Incident Incident Report Record 8.2
Management Incident Records 8.2
Incident Reporting 8.2
Problem Management Procedure 8.3
Problem
Problem Records (functions as known
Management error database) 8.3

Configuration Policy 9.1

Configuration Management Plan 9.1

Configuration Management Procedure 9.1

Configuration
Management Configuration Audit Procedure 9.1

Configuration Management Database 9.1

Configuration Audit Results 9.1

Change Policy 9.2

Change Management Procedure 9.2

Change Change Records 9.2

List of Routine Changes 9.2
CAB Meeting Minutes 9.2
Change Schedule 9.2
Release Policy 10.1
Release Plan Record 10.1
Release Release Management Procedure 10.1

Release Detail Records 10.1

misc. Management System Integration N/A

Senior system owner 3.1

Management representative 3.1
Business relationship manager 7.2
Supplier process manager 7.3
Service level process manager
Security manager

System Roles
 Finance manager
System Roles Business Continuity manager
Capacity manager
Change process owner
Service Reporting process mgr.
Configuration process manager
Release process owner
Incident process manager
Problem process manager
 ISO 20000 System Map

Company Reference
ISO System Mapping and Ownership
Document
Department
ISO 9001 or ISO 27001 clause
Ownership

ISO 27001 Establish the ISMS

4.2.1

ISO 9001 Control of Documents

and Records 4.2.2, 4.2.3; ISO
27001 4.3.2 and 4.3.3
ISO 9001 (same) 6.2.2; ISO
27001 (same) 5.2.2

ISO 9001 Management Review

9.6; ISO 27001 Review 7
ISO 9001 Audit Requirements
8.2.2; ISO 27001 Audit Controls
control 15.3.1
ISO 9001 Internal Audit 8.2.2; ISO
27001 6

ISO 9001 8.5.1 Continual

Improvement; ISO 27001 (same)
8.1
ISO 9001 8.5.1 Continual
Improvement; ISO 27001 (same)
8.1
ISO 27001 Business Continuity
controls A 14.1.1 - 14.1.5

ISO 27001 Business Continuity

Planning controls 14.1.3, 14.1.4

ISO 27001 Capacity Management

control A 10.3.1

ISO 27001 4.2.1 Establish the

ISMS; control A 5.1.1

ISO 27001 Incident

Responsibilities and Procedures
control A 13.2.1

ISO 9001 Customer

Communication 7.2.3
ISO 9001 Customer Satisfaction
8.2.1
ISO 27001 Change Management
control A 10.1.2; Change Control
Procedure A 12.5.1

ISO 27001 System acceptance

control A 10.3.2

ISO 9001 Compatability with other

management systems 0.4; ISO
27001 (same) 0.3
 Department Functional Scope
(records relate to primary content coverage; other docs to responsibility to generate)
 drafted by:
record date:

Remarks
to generate)