6

STANDARDS AND FRAMEWORKS

This chapter looks at the role of the SLM within related service management standards and frameworks, specifically the ISO/IEC 20000 standard and the ITIL and Control Objectives for Information and Related Technologies (COBIT) frameworks.

STANDARDS

Service level management is one of the processes within the scope of ISO/IEC 20000. The statements below that come from the standard are related to service level management. Since the standard encapsulates the essence of good service management practice that an auditor will verify is in place, by definition these practices are both generic and offer a list of primary objectives for each organisation.

The statements should not be considered exhaustive but rather ...

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