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 ✔

Capacity management ✘ Incident management ✘ Information security management ✘ Release management ✔

Availability Management provides information about the availability of the services being provided. ✘ Availability Management acts in consultation with users to determine the availability of IT services. ✘ Availability Management supplies data about the availability requirements of users. ✘ Availability Management ensures that a Service Level Agreement (SLA) is available for all users. ✔

A documented organizational and operational structure ✘ A software system for the ticket ✘ A software system to monitor the key performance indicators (KPIs) ✘ Systematic processes for ticket recording and follow-up only ✔

The escalation of incidents ✘ The implementation of emergency changes ✘ The recording of deficiencies in the configuration management database (CMDB) ✘ The recording of problems ✔

Service improvement targets should be measurable, linked to business objectives and documented in a plan. ✘ The progress of service improvement should be discussed at least weekly in the steering committee. ✘ The progress should be monitored closely by an independent project manager to maintain objectivity. ✘ The service improvement targets should not change until the target is reached, or else no consistency is maintained ✔