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BS ISO/IEC 20000-6:2017 Information technology. Service management - Requirements for bodies providing audit and certification of service management systems >
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BS ISO/IEC 20000-6:2017 Information technology. Service management - Requirements for bodies providing audit and certification of service management systems, 2017
- National foreword
- Foreword
- Introduction
- 1 Scope
- 2 Normative references
- 3 Terms and definitions
- 4 Principles
- 5 General requirements
- 5.1 Legal and contractual matters
- 5.2 Management of impartiality
- 5.3 Liability and financing
- 6 Structural requirements
- 7 Resource requirements
- 7.1 Competence of personnel
- 7.1.1 General considerations
- 7.1.2 Determination of competence criteria
- 7.1.3 Evaluation processes
- 7.1.4 Other considerations
- 7.2 Personnel involved in certification activities
- 7.3 Use of individual external auditors and external technical experts
- 7.4 Personnel records
- 7.5 Outsourcing
- 8 Information requirements
- 8.1 Public information
- 8.2 Certification documents
- 8.3 Reference to certification and use of marks
- 8.4 Confidentiality
- 8.5 Information exchange between a certification body and its clients
- 9 Process requirements
- 9.1 Pre-certification activities
- 9.1.1 Application
- 9.1.2 Application review
- 9.1.3 Audit programme
- 9.1.4 Determining audit time
- 9.1.5 Multi-site sampling
- 9.1.6 Multiple management systems standards
- 9.2 Planning audits
- 9.2.1 Determining audit objectives, scope and criteria
- 9.2.2 Audit team selection and assignments
- 9.2.3 Audit plan
- 9.3 Initial certification
- 9.4 Conducting audits
- 9.4.1 General
- 9.4.2 Conducting the opening meeting
- 9.4.3 Communication during the audit
- 9.4.4 Obtaining and verifying information
- 9.4.5 Identifying and recording audit findings
- 9.4.6 Preparing audit conclusions
- 9.4.7 Conducting the closing meeting
- 9.4.8 Audit report
- 9.4.9 Cause analysis of nonconformities
- 9.4.10 Effectiveness of corrections and corrective actions
- 9.5 Certification decision
- 9.6 Maintaining certification
- 9.7 Appeals
- 9.8 Complaints
- 9.9 Client records
- 9.10 Management system requirements for certification bodies
- Bibliography [Go to Page]
