Kayra Patent · ISO 20000-1
Service catalogue and SLA: make ISO/IEC 20000-1 scope operational
A service catalogue identifies what is delivered to which customers and by whom. The applicant implements the system and prepares procedures specific to its own operations and operating records. A certification enquiry to Kayra concerns actual activities, sites, application information, authority and impartiality risks; this role does not include designing or implementing the client’s system.
Service catalogue and SLA: make ISO/IEC 20000-1 scope operational
A service catalogue identifies what is delivered to which customers and by whom. An SLA sets agreed service targets and responsibilities; neither is simply a list of software names. Link each service to its scope, locations, support hours, owners and relevant suppliers. Define measurement periods and exclusions openly before reporting achievement.
Conditional operating example
For a hypothetical hosted application, distinguish restoring access from fixing the underlying problem. Match the customer’s restoration commitment to the cloud supplier’s support commitment and the organisation’s escalation procedure. Closing a ticket cannot prove the SLA was met if elapsed time, customer impact or an untracked supplier wait is missing. Use the result to improve the service, not only the dashboard.
Identify control across the supply chain
In a hypothetical support service using an external cloud provider, compare the customer commitment with the supplier commitment. Define escalation, change notification and performance review responsibilities. Outsourcing does not remove the service organisation’s management responsibility. Explain a dependency that cannot be controlled in the scope and applicability review instead of hiding it.
Standard edition and programme limits
ISO/IEC 20000-1:2018 remains current and has a 2024 amendment. It sets service management-system requirements; ISO/IEC 20000-3:2019 supports scope definition and ISO/IEC 20000-6:2017 concerns certification bodies. Certification is not approval of a software product, an individual qualification or a zero-interruption guarantee.
ISO does not issue certificates. Verify the proposed issuer, standard and activity against any claimed accreditation scope. Consultancy cannot guarantee approval; the competent body evaluates evidence and makes the independent decision. The applicant implements the system and prepares procedures specific to its own operations and operating records. A certification enquiry to Kayra concerns actual activities, sites, application information, authority and impartiality risks; this role does not include designing or implementing the client’s system. A management-system certification body, other parts of the same legal entity and controlled entities cannot offer or provide management-system consultancy; separate contracts do not remove this restriction.
Official sources and application limits
The operating examples are hypothetical, not customer events or guaranteed decisions. The actual standard and competent body determine requirements.
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