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How To Structure Iso 20000 Documentation

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By Author: Charles Wilson
Total Articles: 32
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Generally, People identify ISO standards with a bunch of document. If user started reading the ISO 20000 standard’s requirements; user will be busy with producing documents for some time. The time when starting the ISO 20000 implementation, you have to interpret your own approach toward documents, which requires to be created in the scope of your Service Management System (SMS).
What do I need?
ISO 20000 doesn’t allow you to write the documents you’d like to and exclude the ones you don’t.
So, the main question arise that – which documents do I need? To find the answer, why there is ISO 20000 can be of great help?  Simply put, the standard which needs that policies, plans, procedures, and records are documented. Further on, you will leave often find in the standard the word “documented” – meaning, you have to have recorded information for that requirement.
ISO 20000 implementation, and the number of documents and records you require to create, depends on whether you use a tool or not. If you have a tool, you will convince the requirement for recorded information (or documented information) for many ISO 20000 requirements. If you don’t use a tool for ISO 20000 implementation, there is ok with it, but you will require many more documents to fulfil all the requirements.
For example, if you have a tool, that’s where you will have evidence your incidents and service requests. But, if you don’t use a tool, then you have to find another way to get evidence them because it’s needed, as mandatory, by the standard.
The ISO 20000 documentation set
When you started implementing ISO standards, one of the main concerns was – the ISO 20000 documents. I considered ISO 20000 standards to be generators of (unnecessary) tons of documents. The ISO 20000 documentation does the following:


Clarifies – Documentation is generally used to set clear rules as to who, what, how, when, etc.
Supports decisions – Whenever you are not make sure about the right perspective (e.g., in the scope of the Change Management process) – check the documentation.
Provides basis for improvement – Once you start documenting, such as procedures, you will start thinking about the activities, responsibilities, inputs, outputs, etc. And, very often, you will see that something can be done more effectively. ISO 20000 does not need some particular point of view for how to construct your Service Management System documentation. That’s the good news. The bad news is that it needs documents and records for all processes in the scope of ISO 20000.
Documentation structure – To Make policies, procedures, and process description from the same template.it will be easier to navigate throughout the documentation set.
Sequence – ISO 20000 consists of 2 parts such as, Service Management System requirements and processes. That’s also a good sequence when writing the documentation; for example make SMS setup-related documents first, and then the process documents and lastly, the documents needed for internal audit and management review.
Content – ISO 20000 interprets some mandatory requirements for policies, such as procedures. That’s the easier part because the standard obviously sets requirements. But, you will also permit to include some non-mandatory elements to make your procedures applicable to your organization.

The number of documents and amount of details inside them will different and it is depending on the company size:


In Smaller companies, they will try to make the fewest documents possible to avoid overkill. They will also merge policies and procedures as one single document.
Whereas In Larger companies, they are more complex in structure and the processes in place, so they will require more detailed documents. In some circumstances, policies will be stand-alone documents except the procedure description.


Source : https://20000procedures.wordpress.com/

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