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ISO/IEC 20000: 2018ITIL4: 2019COBIT 2019ISO 27001:2013ISO 19011:2018ISO 31000:2018
4 Context of the Organization
4.1 Understanding the organization and its context
4.2 Understanding the needs and expectations of interested parties
4.3 Determining the scope of the Service Management System
4.4 Service Management System
5 Leadership
5.1 Leadership and commitmentStrategy ManagementAPO02 Managed Strategy
5.2 PolicyStrategy ManagementAPO02 Managed Strategy
5.3 Organizational roles, responsibilities and authoritiesOrganizational Change ManagementAPO01 Managed I&T Management Framework
6 Planning
6.1 Actions to address risks and opportunitiesProject Management; Risk ManagementBAI11 Managed Projects; APO12 Managed Risk6.3 Scope, context and criteria; 6.4 Risk Assessment; 6.5 Risk Treatment
6.2 Service management objectives and planning to achieve themProject ManagementBAI01 Managed Programs; BAI11 Managed Projects
6.3 Plan the Service Management SystemProject ManagementBAI11 Managed Projects
7 Support of the Service Management System
7.1 ResourcesEDM04 Ensured Resource Optimization
7.2 CompetenceWorkforce and Talent ManagementAPO07 Managed Human Resources
7.3 AwarenessOrganizational Change ManagementBAI05 Managed Organizational Change
7.4 CommunicationOrganizational Change ManagementBAI05 Managed Organizational Change
7.5 Documented informationAPO014 Managed Data
7.6 KnowledgeKnowledge ManagementBAI08 Managed Knowledge
8 Operation of the Service Management System
8.1 Operational planning and control
8.2 Service portfolio
8.2.1 Service deliveryPortfolio ManagementAPO05 Managed Portfolio
8.2.2 Plan the servicesArchitecture ManagementAPO03 Managed Enterprise Architecture
8.2.3 Control of parties involved in the service lifecycleSupplier ManagementAPO10 Managed Vendors
8.2.4 Service catalogue managementService Catalogue ManagementAPO05 Managed Portfolio
8.2.5 Asset managementIT Asset ManagementBAI09 Managed Assets
8.2.6 Configuration managementService Configuration ManagementBAI10 Managed Configuration
8.3 Relationship and agreement
8.3.1 General
8.3.2 Business relationship managementRelationship ManagementAPO08 Managed Relationship
8.3.3 Service level managementService Level ManagementAPO09 Managed Service Agreements
8.3.4 Supplier managementSupplier ManagementAPO10 Managed Vendors
8.4 Supply and demand
8.4.1 Budgeting and accounting for servicesService Financial ManagementAPO06 Managed Budget and Costs
8.4.2 Demand managementBusiness AnalysisBAI02 Managed Requirements Definitions
8.4.3 Capacity managementCapacity and Performance ManagementBAI04 Managed Availability and Capacity
8.5 Service design, build and transition
8.5.1 Change managementChange EnablementBAI06 Managed IT Changes
8.5.2 Service design and transitionService Design; Service Validation and Testing; Infrastructure and Platform Management; Software Development and ManagementBAI03 Managed Solutions Identification and Build; BAI07 Managed IT Change Acceptance and Transitioning
8.5.3 Release and deployment managementRelease Management; Deployment ManagementBAI07 Managed IT Change Acceptance and Transitioning
8.6 Resolution and fulfilment
8.6.1 Incident managementIncident Management; Service DeskDSS02 Managed Service Requests and Incidents
8.6.2 Service request managementService Request Management; Service DeskDSS02 Managed Service Requests and Incidents
8.6.3 Problem managementProblem ManagementDSS03 Managed Problems
8.7 Service assurance
8.7.1 Service availability managementAvailability ManagementBAI04 Managed Availability and Capacity
8.7.2 Service continuity managementService Continuity ManagementDSS04 Managed Continuity
8.7.3 Information security managementInformation Security ManagementAPO13 Managed Security5.2 Policy; Annex A
9 Performance evaluation
9.1 Monitoring, measurement, analysis and evaluationMonitoring and Event ManagementMEA01 Managed Performance and Conformance Monitoring
9.2 Internal audit5 Managing an audit programme; 6 Conducting an audit
9.3 Management review
9.4 Service reportingMeasurement and Reporting
10 Improvement
10.1 Nonconformity and corrective action
10.2 Continual improvementContinual Improvement

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