ISO/IEC 20000 Relationship processes documentation

Relationship processes add a human flavor to IT service management. There is a bit more freedom in defining documentation for Business relationship and Supplier management then in ITIL-descended Service Support and Delivery processes.

In the next few posts I will focus on process specifics. For a more general info  about the SMS document system you can have a look at my previous posts:

• Service Management Document System
• ISO 20000 Control processes documentation and
• ISO 20000 Resolution processes documentation.

 



Relationship processes documentation in ISO/IEC 20000

Business relationship management
Business relationship management refocuses IT to the customer and his needs. Documents and records can be created in a variety of ways and saved according to your organization document management preference.

A policy would be nice to have.

 

Records serve as the proof that you are performing this process as required. We keep both the documents and records in our document management system, alternatively they can be placed on a shared folder system.


Supplier management
Supplier management forces the provider to consider the supplier's ability to stay within agreed SLA parameters.

Same as the above, documents and records can be in the document management system or in shared folders.