Diagram of ISO 20000-1:2011 implementation process

Note: This diagram shows the steps for ISO 20000 (2011
revision) implementation and certification; it does not show the
complete Plan-Do-Check-Act (PDCA) Cycle.

Obtain management support To learn more about ISO 20000 click here.

Project Plan (not Budget for the

Establish the project (not mandatory) mandatory) project

Perform assessment and gap Gap analysis (not

analysis (not mandatory) mandatory)

Define scope, management intention, SMS Policy,

responsibilities SMS Plan

Procedure for Document and record control,

Implement support procedures
Internal audit, Communication procedure

Generate process / function Process

Communication with interested parties + records of communication

documentation documentation

Monitoring & measurement + records of results

Implement processes and/or functions

Perform training and awareness Training

programms records

Various
Operate the SMS
records

Create Continual Service Improvement

Improvement concept plan

Implement Continual Service

Improvement concept

Internal audit Corrective

Conduct internal audit report actions

Management
Management review review minutes

Stage 1 certification audit Stage 1 audit Corrective

(Documentation review) report actions Mandatory
only for
companies
going for
Stage 2 certification audit (Main Stage 2 audit Corrective certification
audit) report actions

Courtesy of: 20000Academy www.20000academy.com

Copyright ©2015 EPPS Service Ltd.