Mandatory Records required by ISO/IEC 20000-1:2018
These are the documents and records that are required to be maintained for the ISO 20000 Service Management System, but you should also maintain any other records that you have identified as necessary to ensure that your management system can function, be maintained, and improve over time.
The number of documents can vary, because several documents can be combined into one. Furthermore, the number of documents considered necessary for the effectiveness of the SMS may vary from one organisation to another due to various factors such as size, activities, processes, services, or complexity.
Records can be recorded as documents, but are typically recorded in the scope of the ITSM tool.
| Mandatory Records | ISO 20000 Clause |
|---|---|
| Documented proof of competence | 7.2 |
| Results of service availability monitoring | 8.7.1 |
| Configuration information | 8.2.6 |
| Records of any service complaints | 8.3.2 |
| Records of any disputes between the organization and external suppliers | 8.3.4.1 |
| Request for change | 8.5.1.2 |
| Incidents | 8.6.1 |
| Service requests | 8.6.2 |
| Problems | 8.6.3 |
| Known errors | 8.6.3 |
| Test results of service continuity plan(s) | 8.7.2 |
| Information security incidents | 8.7.3.3 |
| Monitoring and measurement results | 9.1 |
| Internal audit program | 9.2 |
| Results of internal audits | 9.2 |
| Results of the management review | 9.3 |
| Results of corrective actions | 10.1 |
| Opportunities for improvement | 10.2 |