ISO 20000 Foundation key terms

A management system that includes the policies, objectives, processes, and resources needed to plan, deliver, monitor, and improve services to meet agreed requirements and deliver value to customers.

A formal statement of the organization's overall intentions and direction for service management, providing a framework for setting service management objectives and committing to continual improvement.

A documented plan that defines how the service management system is implemented, maintained, and improved, including scope, objectives, processes, roles, responsibilities, and interfaces with other parts of the organization.

The documented boundaries of the service management system, specifying which services, organizational units, locations, and technologies are covered, and any exclusions with justification.

Specific, measurable goals set for service management that are consistent with the service management policy and intended to achieve the overall aims of the organization.

The person or group of people who directs and controls the organization at the highest level, with authority to provide resources, establish policy, and ensure the service management system achieves its intended outcomes.

A person or organization that can affect, be affected by, or perceive itself to be affected by a decision or activity related to the service management system or its services.

An organization or person that receives a service and has agreed requirements for that service, often responsible for defining and accepting service levels and for paying for the service.

A documented statement of a need or expectation for a service, including functional and performance criteria, that is agreed with the customer and used to design, deliver, and evaluate the service.

A documented agreement between a service provider and a customer that identifies the services required and the expected level of service, including measurable targets and responsibilities of both parties.

A measurable commitment within a service level agreement, such as availability percentage or response time, used to assess whether the delivered service meets the agreed requirement.

The activity of producing and communicating timely, accurate, and relevant information about service performance, achievements, and issues to customers and other interested parties.

A measurable value that demonstrates how effectively the service management system or a process is achieving key service management objectives, used to monitor progress and drive improvement.

The process of measuring and analyzing the performance of the service management system against planned objectives and requirements, including monitoring, measurement, analysis, and evaluation activities.

The ongoing activity of observing and checking the state of services, processes, and the service management system to identify performance against targets and detect deviations or trends.

The process of determining a value or quantity through observation or calculation, providing data that supports monitoring, analysis, and evaluation of service management performance.

A systematic, independent, and documented process for obtaining audit evidence and evaluating it objectively to determine the extent to which the service management system conforms to planned arrangements and requirements.

A set of planned audit activities, including frequency, methods, responsibilities, and reporting requirements, designed to cover the service management system over time and to verify conformity and effectiveness.

A formal, periodic review by top management of the service management system's performance, including status of actions, audit results, customer feedback, and improvement opportunities, to ensure its continuing suitability and effectiveness.

The recurring activity of enhancing the service management system and its services through incremental and breakthrough improvements, using a structured approach to identify, plan, implement, and evaluate improvements.

A potential change or enhancement identified through monitoring, audits, customer feedback, or analysis that could improve service quality, process efficiency, or overall service management system performance.

A failure to meet a requirement, such as a process step not followed, a service level target missed, or a service management system element not implemented as planned, which requires correction and corrective action.

An action taken to eliminate the cause of a detected nonconformity or other undesirable situation, intended to prevent recurrence and often resulting in changes to the service management system.

A four-stage cycle for managing and improving processes and systems: establish objectives and processes (Plan), implement them (Do), monitor and measure results (Check), and take actions to improve (Act).

The effect of uncertainty on objectives, often expressed as a combination of the likelihood of an event and its consequences, which must be identified, assessed, and managed within the service management system.

A favorable situation or potential gain arising from uncertainty that can be exploited to improve services or the service management system, often identified alongside risks.

Information required to be controlled and maintained by the service management system, including policies, plans, procedures, records, and evidence of results, in any format and medium.

The ability to apply knowledge and skills to achieve intended results, which organizations must ensure for persons performing service management work through education, training, or experience.

The state in which personnel understand the service management policy, their contribution to the effectiveness of the service management system, and the implications of not conforming with requirements.

The planned process of exchanging information within the organization and with interested parties regarding the service management system, including what, when, with whom, and how to communicate.

A means of delivering value to customers by facilitating outcomes they want to achieve, without the customer having to manage specific costs and risks associated with the service.

An organization or part of an organization that manages and delivers services to customers, responsible for defining, agreeing, and fulfilling service requirements and for managing resources and capabilities.

A documented list of services provided by the service provider, including descriptions, service levels, and dependencies, used to support service delivery and communication with customers.

A cause, or potential cause, of one or more incidents, often requiring investigation and resolution to prevent recurrence and to support continual improvement of services.

An unplanned interruption to a service or reduction in the quality of a service, which must be recorded, managed, and resolved to restore agreed service levels and support service continuity.

The capability of the service provider to continue delivering services at acceptable predefined levels following a disruptive incident, often supported by plans, testing, and risk management.

Any asset or capability, such as people, technology, information, facilities, or finances, that is used by the service provider to deliver services and operate the service management system.