ISO 20000 : Clause 8.3 - Relationship and Agreement

by Alex .

An international standard for IT service management in ISO 20000 Clause 8.3 offers a framework that businesses may use to deliver high-quality IT services to their clients. The ISO 20000 standard outlines standards for managing service level agreements (SLAs) and other agreements that might be in place between the organization and its customers or suppliers, as well as for establishing and maintaining relationships with customers and suppliers. These standards are designed to ensure that the company can adequately manage the expectations and demands of its clients and suppliers and create transparent and advantageous agreements for the provision and maintenance of IT services.

Some of the specific requirements for relationships and agreements in ISO/IEC 20000 include:

ISO 20000-Relationship and agreement

  • Establishing and preserving mutually respectful and trustworthy relationships with clients and suppliers.
  • Defining and articulating the duties of the company, its clients, and its suppliers regarding the provision and maintenance of IT services
  • Creating and upholding service level agreements (SLAs) that expressly lay out the standards of service that the business will offer to its clients, as well as the obligations and expectations of each party
  • Other agreements, such as contracts, Memoranda of Understanding (MOUs), and Service Level Requirements, shall be established and maintained as necessary (SLRs).
  • Making sure that the relationships and agreements continue to satisfy the needs of the organization, its clients, and suppliers by regularly assessing and if required, revising them.

    The benefits of having a good relationship and agreement:

    There are several benefits to having a good relationship and agreement in ISO 20000:

    • Customer satisfaction can be raised by a business demonstrating to its clients that it has a solid and efficient service management system by complying with ISO 20000's criteria.
    • Acquiring ISO 20000 certification can increase an organization's credibility and reputation because it shows a dedication to providing high-quality services.
    • Enhanced productivity: ISO 20000 implementation can assist a company in streamlining its service management procedures, which boosts productivity and lowers expenses.
    • Enhanced competitiveness: By adhering to ISO 20000 standards, a company can set itself apart from rivals and obtain a competitive edge in the market.
    • A business can identify and reduce potential risks to its service management processes by following the requirements for risk management in ISO 20000.
    • Improved business continuity: The ISO 20000 standard includes criteria for business continuity planning, which can assist a company in maintaining the continuation of its services in the case of a sudden disruption.
    ISO 20000 Templates

        How to build a good relationship and agreement:

        Here are some steps you can take to build a good relationship and agreement in ISO 20000:

        • Establish open and honest communication with all parties involved, including clients, staff members, and suppliers. It will promote mutual trust and a productive workplace.
        • Define roles and responsibilities: Make it clear what each participant in the service management system, including workers, clients, and suppliers, is responsible for. It will ensure everyone knows their responsibilities and can function well as a team.
        • Create a mechanism for addressing disputes: Establish a procedure for resolving disputes or other problems that may come up when using the service management system. It could entail using a dispute resolution procedure or mediating conflicts.
        • Clarify expectations and goals: Make sure the service management system's expectations and objectives are understood by all parties involved. It will make it easier to ensure everyone is pursuing the same goals.
        • The service management system should be reviewed and updated regularly to ensure that it still meets all stakeholders' needs. It could entail asking for input from clients, staff members, and suppliers, then adjusting as necessary.
        • Encourage an organizational culture of continuous improvement by encouraging all stakeholders to offer suggestions to improve the service management system. It will make it easier to maintain the system's effectiveness and adaptability to new needs.

          Clause 8.3.1 - General

          A foundation for delivering effective and efficient IT services to clients is provided by the IT service management standard ISO 20000. The Clause: 8.3 standard defines several important guidelines that enterprises should adhere to manage their IT services efficiently, including:

          • Please focus on the customer: Businesses should ensure that their IT services are responsive to the needs of their clients and that they are provided in a way that satisfies those needs.
          • Continuous improvement: To maximize the provision of services, businesses should regularly evaluate and enhance their IT service management procedures.
          • Fact-based decision-making: Instead of depending on assumptions or subjective opinions, organizations should base their decisions on accurate data and analysis.
          • Leadership: To guarantee that their IT service management processes are successful and efficient, organizations must give strong leadership.
          • Participation: Organizations should include all pertinent stakeholders in developing, designing, and providing IT services.
          • Process-based management: Organizations should manage their IT services using a process-based strategy, which includes defining, documenting, and operating procedures.
          • Relationship management: To ensure the successful delivery of IT services, organizations should create and maintain effective relationships with customers, suppliers, and other stakeholders.

            Clause 8.3.2 - Business relationship management

            A worldwide standard for IT service management is ISO 20000. It outlines the conditions for the service provider to establish, implement, run, monitor, evaluate, maintain, and enhance an SMS (service management system).
            Regarding managing business relationships, the standard mandates that the service provider creates and maintains ties with clients, partners, and other stakeholders and keeps an eye on and evaluates how well these relationships work. Establishing and maintaining efficient communication lines is part of this, as is ensuring that client needs and expectations are recognized and satisfied.
            Following the standard, the service provider must also have procedures in place for handling accidents and potential issues and updates to the SMS. This involves having a system in place for processing client complaints and acting appropriately to fix and prevent such incidents. Overall, ISO 20000 aims to support service providers in providing high-quality IT services that are responsive to the needs of their stakeholders and clients while also ensuring that the SMS is continually enhanced and in line with the demands of the business.

            ISO 20000 Templates

            Clause 8.3.3 - Service level management

            ISO 20000 Clause: 8.3 is a standard for IT service operation. It describes the conditions for establishing, putting into practice, keeping up with, and constantly developing an association's IT service operation system (ITSMS).
            Service position operation is a pivotal part of an ITSMS because it involves the procedures and conduct needed to define, document, agree upon, examine, measure, report, and review the service situations offered by the company to its guests or other stakeholders.
            The following are the primary pretensions of service position operation
            Develop and define a set of service level agreements (SLAs) that outline the standard of service the company will give its guests.

            • Corroborate that the services are handled at the specified situations of quality.
            • Track and assess service delivery concerning the agreed-upon service situations.
            • Identify any diversions from the agreed-upon service situations and take appropriate action.

              Service position operation procedures and conditioning are frequently carried out by a specific platoon or department inside the company. They generally come with tools and technologies that make it possible to cover service situations, measure them, and give reports and other labor.
              The ISO 20000 standard guides the conditions and contemporary practice for service position operation, including the way that must be taken, the platoon members' places and duties, and the tools and software that can be used to help the service position operation process.

              Clause 8.3.3 - Service level management

              An international standard called ISO 20000 describes the specifications for a service management system (SMS). The standard offers direction for service design, transition, delivery, and improvement.
              A process inside the SMS called service level management oversees developing, documenting, and reaching agreements on operational level agreements (OLAs) and service level agreements (SLAs) with clients and other internal and external stakeholders. Service level management aims to ensure that the organization's services adhere to the established SLAs and OLAs and are continually enhanced.

              Service level management includes activities such as:


              ISO 20000-Relationship and agreement

              • defining service levels and reaching an understanding with clients
              • establishing benchmarks and measures to gauge service levels
              • keeping track of and evaluating service levels
              • updating stakeholders on service levels
              • reviewing and evaluating service levels to find areas for development

              An organization can raise customer satisfaction, enhance service quality, and achieve better alignment with corporate goals by managing service levels properly.

              Clause 8.3.4 - Supplier management

              Supplier management manages and controls the services and goods provided by external suppliers, as described in the ISO 20000 standard for IT service management. It covers tasks including choosing and assessing suppliers, creating and maintaining contracts, and keeping an eye on and reviewing the performance of suppliers.
              Effective supplier management is crucial to ensuring that the goods and services delivered by outside vendors fulfill the organization's performance and quality standards and help it achieve its overall business objectives. Additionally, it aids in reducing the dangers of employing external suppliers, such as delivery delays or defective goods.
              There are several vital elements to consider when implementing a supplier management process in the context of ISO 20000:

              • Establish specific needs for suppliers: It's critical to establish explicit requirements for the goods and services outside suppliers will offer, including performance and quality standards.
              • Assessing and choosing suppliers is crucial since it will determine whether they meet the firm's needs. To do this, assessments, reference checks, and contract negotiations may be necessary.
              • Create and uphold contracts: It's critical to create and enforce contracts with suppliers that expressly lay out the terms and conditions of the business relationship, including performance standards and any applicable service level agreements.


              Clause - Management of external suppliers

              An international standard for managing IT service management is ISO 20000. It outlines the conditions that must be met by the service provider to build, run, monitor, review, maintain, and enhance an ISMS (Information Security Management System).
              Establishing and maintaining connections with vendors of IT services is one of ISO 20000's standards. This entails assessing and choosing suppliers, settling contracts, and keeping track of their output.
              The following actions can be taken by an organization to manage its outside suppliers in accordance with ISO 20000:

              • Determine the IT services that will be delivered by outside vendors and the criteria used to choose them.
              • Evaluate potential suppliers based on their capacity to adhere to the organization's standards and criteria.
              • Create contracts with chosen vendors that outline duties, obligations, and performance standards.
              • Verify supplier performance to ensure they adhere to the conditions and criteria set out.
              • Review supplier relationships and performance regularly to spot any problems or areas for development.
              • Talk often with your suppliers about their performance, any problems that have occurred, and any areas where they might improve.
              • Take the appropriate remedial action to resolve any problems or worries you may have with supplier performance.

               These measures can help a business manage its outside vendors efficiently and make sure they're providing ISO 20000-compliant, high-quality IT services.

              Clause - Management of internal suppliers and customers acting as a supplier

              An individual or group within an organization that offers a service to another division of the same business is referred to as an internal supplier in the context of ISO 20000 Clause 8.3. The person who receives that service is an inside customer.
              To ensure that the service delivered satisfies the needs and expectations of the internal customer and that the service delivery process is efficient and successful, it is crucial to manage internal suppliers and customers effectively.
              Here are a few best practices for managing internal suppliers and customers:

              • Establish roles and responsibilities: It is essential to precisely define the obligations of both the internal supplier and the internal customer to ensure that the service is delivered correctly.
              • Establishing clear communication channels: is crucial to ensuring that the internal supplier and internal customer are satisfied with the service being rendered and that any problems or concerns are swiftly resolved.
              • Establish precise service level agreements (SLAs): SLAs should be made to specify the level of service required and act as a standard for gauging and evaluating the performance of the internal provider.
              • Monitor and evaluate performance: It's critical to routinely monitor and assess the internal supplier's performance to spot any problems or potential improvement areas.
              • Encourage feedback: Request feedback on the service delivery process from internal consumers and suppliers since this can help uncover any issues or potential improvement areas.


                In conclusion, successful relationship management is essential for a company to achieve ISO 20000 Clause: 8.3 compliance. The management of internal suppliers and customers is also covered, in addition to the management of external suppliers and customers.
                Establishing clear roles and duties, communication routes, and service level agreements (SLAs), monitoring and assessing performance, and promoting feedback is necessary for effective relationship management. Establishing solid, fruitful relationships with suppliers, clients, and other stakeholders can be facilitated by an organization's adherence to these best practices. It will help to guarantee the provision of high-quality services that satisfy the requirements and expectations of all parties.

                 ISO 20000 Clause:


                 ISO 20000 Templates