ISO20000-1:2005

• Audit Title

• Document No.

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

3. Requirements for a management system

• 3.1 Has Management responsibility been allocated? If so to whom

  Yes

  No

  N/A

• 3.2 Has responsibility for documenting systems been allocated? if so to whom?

  Yes

  No

  N/A

• 3.3 Are records maintained of competence, awareness and training? If so where and in what format?

  Yes

  No

  N/A

4. Planning and implementing service management

• 4.1 How is service management planned?

• 4.2 Describe service management has been implemented?

• 4.3 Are processes measured, monitored and reviewed? If so describe the data and processes.

  Yes

  No

  N/A

• 4.4 Is there evidence of continuous improvements? If so how is this demonstrated?

  Yes

  No

  N/A

5. Planning and implementing new or changed services

• Are roles and responsibilities for the new service identified, (including activities of both suppliers and customers)?

  Yes

  No

  N/A

• Have changes to existing service management frameworks been considered?

  Yes

  No

  N/A

• Is there communication with relevant parties? How are relevant parties identified and how is communication established with them?

  Yes

  No

  N/A

• Are changes to existing contracts and agreements considered?

  Yes

  No

  N/A

• Are manpower and recruitment issues addressed adequately?

  Yes

  No

  N/A

• Have skills and training requirements been identified and provided for?

  Yes

  No

  N/A

• Have relevant processes, measures, methods and tools been provided in connection with the new service?

  Yes

  No

  N/A

• Has the new service been adequately budgeted for and realistic timescales set?

  Yes

  No

  N/A

• Have service acceptance criteria been established?

  Yes

  No

  N/A

• Are the expected outcomes from the new service measureable?

  Yes

  No

  N/A

6. Service delivery process

• 6.1 Are service levels managed? If so how is this achieved?

  Yes

  No

  N/A

• 6.2 Are services reported on? How is this achieved?

  Yes

  No

  N/A

• 6.3 Describe how service continuity and availability is managed..

• 6.4 How are services budgeted and accounted for?

• 6.5 Describe how capacity is managed.

• 6.6 How is information Security addressed?

7. Relationship processes

• 7.2 Describe the business relationship management processes.

• 7.3 Describe how suppliers of goods and services are effectively managed.

8. Resolution processes

• 8.2 How are incidents managed?

• 8.3 Describe how the problems are managed.

9. Control processes

• 9.1 Are configurations managed? If so how is this achieved?

  Yes

  No

  N/A

• 9.2 Is there a change control procedure? if so please describe it.

  Yes

  No

  N/A

10. Release process

• 10.1 Is there a release management process? If so describe it.

  Yes

  No

  N/A