ITSM20F – IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)

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  That business transactions between all parties are recorded

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  That information on the performance of all suppliers can be observed and acted upon

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  That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider

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  That the suppliers understand their obligation to the Service Provider
  

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  To ensure and improve one's own quality capability

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  To instruct all employees that quality-related requirements must be observed

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  To monitor employee performance

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  To verify whether the defined key performance indicators (KPIs) are actually determined
  

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  The frequency and types of Releases

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  The Incidents related to a Release in the period following a Release

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  The Release dates

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  The Request for Change (RFC)