To ensure that supplier processes and procedures are defined

To ensure that contracts with external suppliers are accessed for alignment against SLAs ofcustomers

To ensure that subcontracted suppliers meet contractual requirements in all circumstances

To ensure that a process exists for the procurement of suppliers

A conformity to the standard where there is an opportunity for improvement

A recommendation that has to be actioned

A finding against an area which is NOT in the scope of the standard

A non-fulfilment of a requirement

The competencies required for service management roles shall be determined

All service management personnel shall be aware of their contribution to service management objectives

Appropriate service management staff training records shall be maintained

All service management staf shall be qualified to at least ITIL® Foundation level

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

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

Keep top management informed

Initiate problem management activities

Escalate the incident

Involve the customer

By coordinate activities with other parties involved in the service lifecycle

By appointing a designated individual who is responsible for managing the relationship with the external supplier

By agreeing the scope of the services to be delivered by the external supplier

By signing a contract with the external supplier