ISO 20000

Publication et contexte actuel

ISO 20000 is maintained as a Service management framework or standard in the PlanGRC framework catalog.

Obligatoire ou volontaire

Applicability depends on the regulator, customer contract, country, industry, procurement requirement, or internal control program that selected this framework.

Public concerné

Organizations that need defensible Service management governance, reusable evidence, owner accountability, and management reporting can benefit from ISO 20000.

Modèle de contrôles

PlanGRC treats the framework as scope, controls, owners, evidence requests, review decisions, risk/ticket links, reports, and audit-trail records.

What ISO 20000 asks teams to prove

IT Service Management becomes operational when obligations are turned into scoped controls, named owners, evidence requests, review decisions, residual risk, and management reporting. The guide page keeps that chain explicit so buyers can understand how the standard is handled inside PlanGRC.

Feuille de route pratique

1. Define scope

   Confirm business units, systems, data classes, regions, and services where ISO 20000 applies.

2. Map controls

   Translate obligations into controls, owner assignments, due dates, testing approach, and evidence expectations.

3. Collect proof

   Request evidence from owners, preserve attachments or vault references, and keep reviewer decisions traceable.

4. Assess gaps

   Score readiness, identify missing evidence, evaluate residual risk, and create remediation tickets where needed.

5. Report and maintain

   Publish executive and audit-ready views, keep exceptions visible, and re-run periodic reviews after change.

Parcours associés