Technical, information, and financial

Technical, work areas, and service desk

Financial, suppliers, and service desk

Information, suppliers, and work areas

Demonstration of conformance for ISO/IEC 20000-1 Information security management requires that ISO/IEC 27001 processes are used

Organizations can only be certified to one of them at a time

Certification of ISO 9001 and ISO/IEC 27001 Is a pre-requisite to applying for ISO/IEC 20000-1 certification

The management systems of all three may be integrated

The external supplier

The service provider's business relationship manager

The service provider's contract manager

The sub-contracted supplier

Record, prioritize, resolve, close

Record, prioritize, fulfill, close

Prioritize, escalate, resolve, close

Record, classify, escalate, close

To restore services as quickly as possible

To match new incidents to known errors

To track problems into the known error database

To communicate with customers as to future service disruptions