ISO 20000 Critical Capabilities

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Look inside the Kanban:


Ensure your design documents, resolves, or escalates applicable issues at the time of contact into the IT Service Management system (ITSM) to maintain a thorough database for use in problem resolution and training: document all contact with end users, internal support staff or vendors; communicate with support staff after incident resolution to develop troubleshooting procedures and suggest changes or additions to the appropriate problem or knowledge database; provide status and progress reports to supervisors.  


Benefits of the ISO 20000 Kanban 

2481 Ready to use prioritized ISO 20000 requirements, to:

  • Manage the conversation with senior leaders and business partners to gain the momentum you need to bring infrastructure management to the enterprise.
  • Plan, design and implement IT Service Management best practices in your organization.
  • Update ITIL or ITSM change management processes to now account for cloud deployment of Infrastructure as Code (IaC).
  • Account for the use of IT Service Management to your customers.
  • Move from system management to integrated service management.
  • Use Change Management to support Case Management.
  • Provide the context for investment considerations which services does an investment affect, and how does that fit with the business strategy and priorities.
  • Use Incident and Problem Management to support Case Management.
  • Know that systems are working if they have to.
  • Verify if the required business outcomes are achieved if you do not know what you want measure success against .



The Art of Service has identified and prioritized 2481 ISO 20000 critical capabilities and use cases to assess and use. Leaders can select those results that best align with their business needs before implementing a solution.

The Art of Service's Critical Capabilities evaluates and prioritizes hundreds of results to help with the outcome selection process.

This Critical Capabilities Kanban will enable leaders to shortlist hundreds of appropriate results fast, because they are uniquely ready-to-use prioritized, starting with the 'Must Have' category; the most urgent and critical priorities.

This Kanban will help you plan and manage your ISO 20000 roadmap.

  • Transform the data into actionable views for your organization: business data changes, so how you view it should be flexible. Create the perfect view that's right for you.

  • Put your workflows on autopilot: Help your team go faster and focus on what matters by automating your processes. Upload and use the Kanban with your favorite apps and services like Asana, Airtable, Basecamp,, Atlassian, Trello etc.

  • Knock down data silos: Align your teams around a single source of truth with real-time data from different sources. Point. Click. Stay in Sync.

  • Use it's flexible reporting for your unique use case: Whether you're "no-code" or you "know-code", the Kanban is the foundational tool to show what you want to who needs to see it. 


Included in your instant download purchase are the following digital products:

As seen in the Kanban above, the complete 2481 ISO 20000 critical capabilities and use cases, their prioritization, workflows, tagging and questions.


The download is available as an easy to re-use Excel format, which you can use as is, or import in any management tool of your choice, like, Atlassian, Smartsheet, Power BI, Asana, Airtable etc.


Also included is the ISO 20000 critical capabilities Book in PDF format covering all the criteria including ideas for (potential) roles to assign the criteria to. Table of contents:

About The Art of Service 

ISO 20000 Critical Capabilities, Meaningful Metrics And Their Prioritization 


Prioritization Of Requirements 

The Prioritization Categories Are: 

  • Must Have 
  • Should Have 
  • Ought to Have 
  • Might Have 
  • Could Have 

Use In New Product/Service/Process Development  


The Critical ISO 20000 Capabilities And Their Priorities: 

  • Priority - Must Have # 
  • Priority - Should Have #
  • Priority - Ought to Have # 
  • Priority - Might Have # 
  • Priority - Could Have # 



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