Clause: 8.6- Resolution and fulfilment ISO 20000 Clause: 8.6 Iso 20000 Resolution and fulfilment Resolution and fulfilment

ISO 20000 : Clause 8.6 - Resolution and Fulfilment

Dec 27, 2023by Alex .

Organizations with an ISO 20000 management system in place are required to establish and put in place procedures to manage and control resolutions and fulfilments.These procedures must consider the various possibilities for fulfilment and solutions, as well as the various roles and duties involved in each category of case. The goal of this article is to direct ISO 20000's resolution and fulfilment procedure. The many forms of resolutions and fulfilments are covered, along with the roles and duties associated with each type of case. Additionally, a thorough explanation of the phases in the resolution and fulfilment process is provided.

Why Resolution and fulfilment is essential?

The international standard for IT service management is ISO 20000. It was initially released in 2005 and later updated in 2011. The bar offers a framework for the resolution and completion procedures in IT service delivery companies. The ITIL framework, a best practice for IT service management, serves as the foundation for the standard. The use of service level agreements and the idea of service level management are also introduced by the ISO 20000 standard. It also directs the processes for issues, incidents and change management. Regardless of their size or sector, all firms must adhere to the norm. Continue reading to find out more about ISO 20000's Resolution and Fulfilment!

Clause 8.6.1 - Incident management

Knowing our why is crucial because it will motivate us to take action in pursuit of our life's mission. Once we understand our Why, we can set objectives and build a plan to achieve them. It takes a lifetime to find personal contentment and resolutions. To keep us motivated and laser-focused on what matters most to us, it is imperative that we have something to work for. It provides our lives with a sense of significance and direction.

Why then are goals and fulfillment in our life so important? The following five factors:

It keeps us focused and motivated.
It instills a sense of meaning and direction in us.
It supports our goal-setting and achievement.
It enhances our general welfare and happiness.
It enables us to have meaningful lives.

Clause 8.6.2 - Service request management

It is stated that the first day of the year and the first day of the week are the two days on which individuals make resolutions. Additionally, Monday morning is frequently viewed as a time for making resolutions and beginning over. But why do we hold off on making resolutions until now?

Even though we make resolutions with the greatest of intentions, we frequently need assistance in keeping them. This is due to the necessity to frequently set more practical solutions. We frequently make resolutions that call for greater specificity. It's crucial to make reasonable and achievable resolutions. Additionally, it is crucial to be clear about what you intend to accomplish. This will help you to measure your progress and to feel a sense of fulfilment when you achieve your goals.

Clause 8.6.3 - Problem management

Any firm that offers services needs to have a service request management (SRM) procedure in place. It involves taking in, recording, and monitoring customer service requests. SRM is a required procedure in ISO 20000 that must be used to adhere to the standard. You can learn more about SRM and how ISO 20000 uses it in this blog post. Customer service requests are tracked, managed, and fulfilled using the SRM process. The process consists of the following steps:

Service request received
Service request classified
Service request authorized
Service request fulfilled
Service request closed

Service Request Management is essential in ensuring that customer service requests are handled promptly and efficiently. It is a process that ensures that customer satisfaction is achieved and that customer expectations are managed.

Clause 8.7 - Service assurance

Regardless of size or industrial sector, service assurance is an essential component of any service organization's success. Establishing a structured programme for service assurance can help to ensure that services are provided effectively, efficiently, and in a way that satisfies customers and other stakeholders. A framework for designing and maintaining a service assurance programme is provided by the international standard ISO 20000-1. Regardless of size or industrial sector, this standard can be used by any organization that offers services.

Regardless of size or industrial area, service assurance is a critical success component for any service organization. In order to guarantee that services are provided effectively, efficiently, and in accordance with the expectations of consumers and other stakeholders, formal service assurance programmes are often implemented. An implementation and administration framework for a service assurance programme is provided by the international standard ISO 20000. This guideline is applicable to any firm that offers services, regardless of size or industry area.

Clause 8.7.1 - Service availability management

Regardless of size or industrial area, service assurance is a critical success component for any service organization. In order to guarantee that services are provided effectively, efficiently, and in accordance with the expectations of consumers and other stakeholders, formal service assurance programmes are often implemented. An implementation and administration framework for a service assurance programme is provided by the international standard ISO 20000-1. This guideline is applicable to any firm that offers services, regardless of size or industry area.

Regardless of size or industrial area, service assurance is a critical success component for any service organization. In order to guarantee that services are provided effectively, efficiently, and in accordance with the expectations of consumers and other stakeholders, formal service assurance programmes are often implemented. A framework for designing and maintaining a service assurance programme is provided by the international standard ISO 20000-1. Regardless of size or industrial sector, this standard can be used by any organization that offers services.

Clause 8.7.2 - Service continuity management

Organizations implementing Information Technology Service Management (ITSM) according to ISO/IEC 20000 standards must establish, document, and maintain the Service Availability Management process. Service Availability Management aims to ensure that agreed levels of availability are achieved and maintained. This can be measured in different ways, including mean time to repair (MTTR), mean time between failures (MTBF), or percentage of uptime.
Service Availability Management is concerned with all aspects of service availability, including:

People
Technologies
Processes
Infrastructure

Organizations must have in place particular methods and tools, as well as knowledgeable individuals, to meet the demands of the Service Availability Management process.

ISO 20000-Clause: 8.6- Resolution and fulfilment

clause 8.7.3 - Information security management

The practise of securing information by reducing information hazards is known as information security management. It involves detecting, evaluating, and prioritising risks before putting security controls in place to lessen them. The most well-known standard in the ISO family for information security management is ISO/IEC 27001:2013. For the control of information security threats, it offers instructions and specifications.

An accredited certification body may certify organisations that implement an information security management system (ISMS) that complies with ISO 27001. An international standard for service management is ISO 20000. It was created to make sure that IT services suited the demands of the company and were in line with its goals. Organizations implementing an ISO 20000-compliant service management system (SMS) can be certified by an accredited certification body.
This blog post will discuss the benefits of implementing an ISO 20000-compliant SMS for information security management.

Conclusion:

The ISO 20000 standard defines the requirements for an Information Security Management System (ISMS), providing a framework for an organization to implement, monitor, review, and continually improve its ISMS. The standard was developed to address the ever-growing need for comprehensive and coordinated approaches to information security management. Many organizations are now facing increased pressure to protect their information assets from growing threats, including cyberattacks. To meet these challenges, organizations need to adopt a more holistic approach to information security management that considers all aspects of the organization's security posture. The ISO 20000 standard provides a comprehensive and coordinated framework for doing just that.