Exin IT Service Management Foundation based on ISOIEC 20000

Change Management Customer Relationship Management Incident Management Service Desk

The frequency and types of Releases The Incidents related to a Release in the period following a Release The Release dates The Request for Change (RFC)

A developed application A Configuration Item A Service A deployed infrastructure

A series of activities that can be assessed in advance by a provider and customer Achieving a 99.999% continuous level of availability Meeting stated customer requirements and expectations Providing a cost-effective service

Alignment of an audit nonconformity report to a re-audit report Compliance with a requirement Quality Management System certification by an approved body Verification of supplier certification