ISO/IEC 20000 Practicioner Deck APMG-QA Branding - Clauses 7-9 Flashcards
Relationship Processes (7)
Business Relationship Management (7.1) (1)
What is the objective of the Business Relationship Management process?
To establish and maintain a good relationship between the service provider and customer,
based on understanding the customer and their business drivers
Relationship Processes (7)
Business Relationship Management (7.1) (2)
What must the service provider designate for each customer?
An individual who will be responsible for managing the customer relationship and customer satisfaction
Relationship Processes (7)
Business Relationship Management (7.1) (3)
How does this process involve the establishment of a communication mechanism?
3 bullets
- The SP shall establish a communication mechanism with the customer.
- This mechanism shall promote understanding of the business enviornment and requirements for new or changed services
- Information within this mechanism shall enable the service provider to respond to service requirements
Relationship Processes (7)
Business Relationship Management (7.1) (4)
How does this process address service performance?
The SP shall review the performance of the services at planned intervals, with the customer
Relationship Processes (7)
Business Relationship Management (7.1) (5)
How does this process intersect with the change management process and the service level management process?
- changes to the documented service requirements shall be controlled by the change management process
- changes to the SLAs shall be coordinated with the service level management process
Relationship Processes (7)
Business Relationship Management (7.1) (6)
How does this process address complaints?
4 bullets
- The definition of a service complaint shall be agreed with the customer
- there shall be a documented procedure to manage service complaints from the customer
- the SP shall record, investigate, act upon, report and close service complaints
- where a service complaint is not resolved through the normal channels, escalation shall be provided to the customer
Relationship Processes (7)
Business Relationship Management (7.1) (7)
How does this process address customer satisfaction?
2 bullets
- the SP shall measure customer satisfaction at planned intervals based on a representative sample of the customers and users of the services
- the results shall be analysed and reviewed to identify opportunities for improvement
Relationship Processes (7)
Supplier Management (7.2) (1)
What is the objective of the Supplier Management process?
to manage suppliers to ensure the provision of seamless quality services
Relationship Processes (7)
Supplier Management (7.2) (2)
What must the service provider designate for each supplier?
an individual who is responsible for managing the relationship, the contract and performance of the supplier
Relationship Processes (7)
Supplier Management (7.2) (3)
What must be at least included or referenced in a contract between the service provider and the supplier?
12 bullets
- scope of the supplier services
- dependencies between services and processes
- requirements to be fulfiled by the supplier
- service targets
- interfaces between service management processes operated by the supplier and other parties
- integration of supplier’s activities within the SMS
- workload characteristics
- contract exceptions and how these will be handled
9 authorities and responsibilities of the service provider and the supplier
- reporting and communication to be provided by the supplier
- basis for charging
- activities and responsibilities for the expected or early termination of the contract and the transfer of services to a different party
Relationship Processes (7)
Supplier Management (7.2) (4)
How does this process address lead and sub-contracted suppliers?
the SP shall ensure that roles of and responsibilities between, lead and sub-contracted suppliers are documented.
the SP shall verify that lead suppliers are managing their sub-contracted suppliers to fulfil contractual obligations
Relationship Processes (7)
Supplier Management (7.2) (5)
How does this process address performance?
the SP shall monitor the performance of the supplier at planned intervals. The performance shall be measured against service targets and other contractual obligations
Results shall be recorded and reviewed to identify the causes of nonconformities and opportunities for improvement
Relationship Processes (7)
Supplier Management (7.2) (6)
How does this process address change to contracts and contractual disputes?
Changes to the contract shall be controlled by the change management process
There shall be a documented procedure to manage contractual disputes between the service provider and the supplier
Resolution Processes (8)
Incident and Service Request Management (8.1) (1)
What is the objective of the Incident and Service Request Management Process?
To restore agreed service to the business
as soon as possible or to respond to service requests
Resolution Processes (8)
Incident and Service Request Management (8.1) (2)
Which 7 elements must be defined in the documented procedure for all incidents?
1. recording
2. allocation of priority
3. classification
4. updating of records
5. escalation
6. resolution
7. closure
Resolution Processes (8)
Incident and Service Request Management (8.1) (3)
What must be taken into consideration when prioritising incidents and service requests?
1. Impact
2. Urgency
Resolution Processes (8)
Incident and Service Request Management (8.1) (4)
How does this process handle access to relevant information?
- The SP shall ensure that personnel involved in the incident and service request management process can access and use relevant information
- The relevant information shall include service request management procedures, known errors, problems and the CMDB
- Information about the success or failure of release and future release dates, from the release and deployment management process, shall be used by the incident and service request management process
Resolution Processes (8)
Incident and Service Request Management (8.1) (5)
How does this process intersect with the the Release and Deployment Management process?
Information about the success or failure of release and future release dates, from the release and deployment management process, shall be used by the incident and service request management process
Resolution Processes (8)
Incident and Service Request Management (8.1) (6)
How does this process address information provided to the customer?
- the SP shall keep the customer informed of the progress of their reported incident or service request.
- if service targets cannot be met, the service provider shall inform the customer and interested parties and escalate according to the procedure
Resolution Processes (8)
Incident and Service Request Management (8.1) (7)
How does this process handle major incidents?
5 bullets
- the service provider shall document and agree with the customer the definition of a major incident
- Major incidents shall be classified and managed according to a documented procedure
- Top Management shall be informed of major incidents
- Top Management shall ensure that a designated individual responsible for managing the major incident is appointed.
- after the agreed service has been restored, major incidents shall be reviewed to identify opportunities for improvement