Tjänster

Kommittébeteckning: SIS/TK 303 (IT-system och IT-tjänster)
Källa: ISO
Svarsdatum: den 6 jan 2019
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1.1 General

This document provides guidance on the application of an SMS based on ISO/IEC 20000-1. It provides examples and recommendations with examples to enable organizations to interpret and apply ISO/IEC 20000-1, including references to other parts of ISO/IEC 20000 and other relevant standards.

Figure 1 illustrates an SMS with the clause content of ISO/IEC 20000-1. It does not represent a structural hierarchy, sequence, or authority levels. It shows that the guidance for Clause 8, Operation of the SMS, has been split into sub-clauses to reflect the service lifecycle.

The structure of clauses is intended to provide a coherent presentation of requirements, rather than a model for documenting an organization’s policies, objectives, and processes. Each organization can choose how to combine the requirements into processes. The relationship between each organization and its customers, users, and other interested parties influences how the processes are implemented. However, 179 an SMS as designed by an organization cannot exclude any of the requirements specified in ISO/IEC 20000-1.

The term ‘service’ as used in this document refers to the services in the scope of the SMS. The term ‘organization’ as used in this document refers to the organization in the scope of the SMS. The organization manages and delivers services to customers and can also be referred to as a service provider. Any use of the terms ‘service’ or ’organization’ with a different intent is distinguished clearly in this document. It should be noted that the organization in the scope of the SMS can be part of a larger organization, for example an IT department of a large corporation. The term ‘delivered’, as used in this document, can be interpreted as all of the service lifecycle activities that are performed in addition to daily operational activities. Service lifecycle activities include planning, design, transition, and improvement.

1.2 Application

The guidance in this document is generic and is intended to be applicable to any organization applying an SMS, regardless of the organization's type or size, or the nature of the services delivered.

The service provider is accountable for the SMS and therefore cannot ask another party to fulfill the requirements of Clauses 4 and 5 of ISO/IEC 20000-1. For example, the organization cannot ask another party to provide the top management and demonstrate top management commitment or to demonstrate the control of parties involved in the service lifecycle.

Some activities in Clauses 4 and 5 may be performed by another party under the management of the organization. For example, organizations can engage other parties to conduct internal audits on their behalf. Another example is when an organization asks another party to create the initial service management plan. The plan, once created and agreed, is the direct responsibility of and is maintained by the organization. In these examples, the organization is using other parties for specific short-term activities. The organization has accountability, authorities, and responsibilities for the SMS. The organization can therefore demonstrate evidence of fulfilling all of the requirements of Clauses 4 and 5 of ISO/IEC 20000-1.

For clauses 6 – 10 of ISO/IEC 20000-1, an organization can show evidence of meeting all of the requirements itself. Alternatively, an organization can show evidence of retaining accountability for the requirements when other parties are involved in meeting the requirements in Clauses 6 to 10 of ISO/IEC 20000-1. Control of other parties involved in the service lifecycle should be demonstrated by the organization (see 8.2.3). For example, the organization can demonstrate evidence of controls for another party who is providing infrastructure service components or operating the service desk including the incident management process.

The organization cannot demonstrate conformity to the requirements in ISO/IEC 20000-1 if other parties are used to provide or operate all services, service components or processes within the scope of the SMS. However, if other parties provide or operate only some of the services, service components, or processes, the organization can normally demonstrate evidence of meeting the requirements specified in ISO/IEC 20000-1.

The scope of this document excludes the specification of products or tools. However, ISO/IEC 20000-1 and this document can be used to help with the development or acquisition of products or tools that support the operation of an SMS.

1.3 Structure

This document follows the clauses in ISO/IEC 20000-1 and, from clause 4 onwards, provides three sections per clause or sub-clause:

a) Required activities: a summary of the activities required by this clause in ISO/IEC 20000-1—note that this does not replicate the requirement statements in ISO/IEC 20000-1 or add new requirements, but simply describes the activities;

b) Explanation: an explanation of the purpose of the clause and practical guidance on clause contents, including examples and recommendations with examples on how to implement the requirements of ISO/IEC 20000-1;

c) Other information: guidance on roles and responsibilities and on documented information supporting the implementation of an SMS. Further relevant information may also be included.

Kommittébeteckning: SIS/TK 303 (IT-system och IT-tjänster)
Källa: ISO
Svarsdatum: den 6 jan 2019
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This document includes guidance on the scope definition and applicability to the requirements specified in ISO/IEC 20000-1.

This document can assist in establishing whether ISO/IEC 20000-1 is applicable to an organization’s circumstances. It illustrates how the scope of an SMS can be defined, irrespective of whether the organization has experience of defining the scope of other management systems.

The guidance in this document can assist an organization in planning and preparing for a conformity assessment against ISO/IEC 20000-1.

Annex A contains examples of possible scope statements for an SMS. The examples given use a series of scenarios for organizations ranging from very simple to very complex supply chains.

This document can be used by personnel responsible for planning the implementation of an SMS, as well as assessors and consultants. It supplements the guidance on the application of an SMS given in ISO/IEC 20000-2.

Requirements for bodies providing audit and certification of an SMS can be found in ISO/IEC 20000-6:2017 which recommends the use of this document.

Kommittébeteckning: SIS/TK 579 (Facility Management)
Källa: CEN
Svarsdatum: den 11 jan 2019
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This document provides a guideline how to measure, achieve and improve quality in FM. It gives complementary guidelines to EN ISO 9000, EN ISO 9001 and EN ISO 41012 within the framework of EN ISO 41011 and ISO/TR 41013 The standard provides a link into management methods and management theories.

This European Standard is applicable to:

— FM in public and private organizations;

— client organization and service provider relationships;

— full range of facility products or facility services;

— both types of service providers in FM (internal and external);

— all types of working environments (e.g. industrial, commercial, administration, military, healthcare etc.).

This document is applicable to business services (not consumer oriented).

This document does not:

— replace the quality management systems of the client organization;

— provide standard forms:

— for performance and quality management systems (delivering a quality management system);

— for defining requirements;

— for a measurement tool;

— for service level;

— apply to the certification of the quality system of Facility Management (covered by EN ISO 9001).

Kommittébeteckning: SIS/TK 579 (Facility Management)
Källa: CEN
Svarsdatum: den 11 jan 2019
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FM covers and integrates a very broad scope of processes, products / services, activities and facilities. The approach of this standard is to consider the added value provided to the primary activities by adopting a product perspective as recognized by the primary processes or core business in the organization. This standard therefore introduces the concept of standardized (classified) facility products.

The scope of this standard is to provide taxonomy for FM which includes:

— relevant interrelationships of elements and their structures in FM;

— definitions of terms and contents to standardize facility products which provide a basis for cross border trade, data management, cost allocation and benchmarking;

— a high level classification and hierarchical coding structure for the standardized facility products;

— expanding the basic FM model given in ISO 41011 by adding a time scale in the form of the quality cycle called PDCA (Plan, Do, Check, Act);

— a linkage to existing cost and facilities structures;

— alignment with the primary activities requirements.

Additional benefits from this standard are:

— Introducing a client rather than a specifically asset oriented view;

— Harmonization of different existing national structures (e.g. building cost codes) on an upper level relevant for the organization and its primary activities.

Kommittébeteckning: SIS/TK 579 (Facility Management)
Källa: CEN
Svarsdatum: den 11 jan 2019
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This document provides guidance to FM organisations on the development and improvement of their processes to support the primary processes.

This document also sets out basic principles, describes high-level generic FM processes, lists strategic, tactical and operational processes and provides examples of process workflows.

The document is written from a primary processes, demand perspective for an audience of all stakeholders in FM processes.

Kommittébeteckning: SIS/TK 579 (Facility Management)
Källa: CEN
Svarsdatum: den 11 jan 2019
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This document establishes a common basis for planning and design, area and space management, financial assessment, as well as a tool for benchmarking in the field of Facility Management.

This document covers area and space measurement for existing owned or leased buildings as well as buildings in state of planning or development.

This document presents a framework for measuring floor areas within buildings and areas outside of buildings. In addition, it contains clear terms and definitions as well as methods for measuring horizontal areas and volumes in buildings and/or parts of buildings, independent of their function.