Mandatory Documents required by ISO/IEC 20000-1:2018
| Mandatory Documents | ISO 20000 Clause |
|---|---|
| Scope of the Service Management System (SMS) | 4.3 |
| Service Management Policy and Objectives | 5.2, 6.2 |
| Risks, impact, opportunities, and risk acceptance criteria for the SMS and other services | 6.1.2 |
| Service Management Plan | 6.3 |
| Change Management Policy | 7.5.4.d, 8.5.1.1 |
| Information Security Policy | 7.5.4.d, 8.7.3.1 |
| Service Continuity Plan(s) | 7.5.4, 8.7.2 |
| Processes of the organization’s SMS | 7.5.4.e |
| Service requirements | 7.5.4.f, 8.2.2, 8.3.3 |
| Service Catalogue(s) | 7.5.4.g, 8.2.4 |
| Service Level Agreement(s) | 7.5.4.h, 8.3.3 |
| Contract(s) with external suppliers | 7.5.4.i. 8.3.4.1 |
| Agreements with internal supplier(s) or customers acting as a supplier | 7.5.4.j, 8.3.4.2 |
| Services that are provided or operated by other parties | 8.2.3.1.a |
| Service components that are provided or operated by other parties | 8.2.3.1.b |
| Processes, or parts of processes, in the organisation’s SMS that are operated by other parties | 8.2.3.1.c |
| Business Relationship Management | 8.3.2 |
| Release Acceptance Criteria | 8.5.3 |
| Risks for service availability, service continuity and information security | 8.7.1, 8.7.2, 8.7.3.2 |
| Procedure for Classifying and Managing a Major Incident | 8.6.1 |
| Procedure for Continuing Operations in the Event of a Major Loss of Service | 8.7.2.b |
| Procedure for Restoring Normal Working Conditions after Service Disruption | 8.7.2.e |
| Capacity requirements | 8.4.3 |
| Design of new or changed services | 8.5.2.2 |
| Service availability requirements and targets | 8.7.1 |