Configuration management process
hi, in our project we do not have CMDB thus we do not have configuration management process. my understanding that this process can be excluded during the ISO 20000 implementation / audit. and this can be mentioned the scope statement / SOW. no need to do any training / awareness for the team with regards the configuration management process. so will not be able to fulfill the requirements of ISO20000 with regards this process but this will not affect our certification. am I right?
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ISO 20000 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
Find out more 
ISO 20000 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
Find out more
ISO 20000 DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
Find out more
First of all - you need to implement ALL processes in the scope of ISO 20000-1 requirements. So, Configuration Management can't be skipped.
CMDB - well, the standard doesn't explicitly mention CMDB but you have to record configuration information. And there you get back to CMDB - it needs to be suited to the criticality and type of your services.
Here are a few articles that can help:
Knowing your herd – Service Asset and Configuration Management (SACM) https://advisera.com/20000academy/blog/2013/06/04/knowing-herd-service-asset-configuration-management-sacm/
Three main activities to set up ITIL Service Asset and Configuration Management https://advisera.com/20000academy/blog/2015/07/14/three-main-activities-to-set-up-itil-service-asset-and-configuration-management/
and a free webinar:
The basic elements of ITIL Service Asset and Configuration Management (SACM) https://advisera.com/20000academy/webinar/the-basic-elements-of-itil-service-asset-and-configuration-management-sacm-free-webinar-on-demand/
what if the process it self is not part of scope of work for the project ? how it can be implemented ? another example is capacity management. if we do not have plan to implement any of ISO 20000 processes, does this mean we can not be certified?
I got this text from your web page " there could be processes and services that are outside of the scope, and they don’t have to fulfill the requirements of the ISO/IEC 20000-1."
What do you think of this ?!!
What was meant with that sentence is that you don't have to set the whole company, all activities and all projects in the scope of the certification. But, for a defined scope of the certification - you have to apply all processes required by the ISO 20000-1. For example, you define the scope of your SMS only to the following services: provision of datacenter services, user service desk services and internal IT administration. And for those services - all processes required by ISO 20000-1 must be implemented.
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Apr 26, 2020