Guest user Created: Apr 03, 2018 Last commented: Apr 03, 2018

ISO 20000 Design and transition of new or changed services

ITIL & ISO 20000

How to document and show evidence of new or modified services for existing services? Let me explain, we have only one service: "Desktop Service", the service itself exist before we began using ITIL, so, never was necessary to design it. We have a lot of process working, but, in terms of an audit process, how to evidence the "design" of the service?.

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Branimir Valentic Apr 03, 2018

Answer:
Design and transition of new or changed services is responsible (in scope of the SMS - Service Management System) to manage any changes on existing, or introduction of new services. In your case, I rather see that you'll have changes on existing services. In scope of your change management (e.g. in your policy) you should define which changes are introduced using design and transition process.
If you have Design and transition process in place, evidences that you can show to the auditor could include:
- specification
- service requirements
- test plan
- transition plan
- risk assessment
- service acceptance criteria, etc.

Here are few articles that could help:
ITIL Service Acceptanc e Criteria – keep control in your hands https://advisera.com/20000academy/knowledgebase/itil-service-acceptance-criteria-keep-control-hands/
ITIL/ISO 20000 Service Level Requirements – Ensure you deliver what the customer asked for https://advisera.com/20000academy/blog/2017/03/21/itiliso-20000-service-level-requirements-ensure-you-deliver-what-the-customer-asked-for/
Design and transition of new or changed services in ISO 20000 https://advisera.com/20000academy/blog/2014/07/15/design-transition-new-changed-services-iso-20000/

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Apr 03, 2018

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