Documentation Requirements for ISO 20000

[palsamv]

I am quite new to ISO20000 / BS15000. I have some experience on BS7799.

I would like to know what are documentation requirement for ISO 20000, particularly with respect to what the auditors like to see during the certification audit.

From what I have gathered we need to have the following.
1. Scope document (needs to be verified by Auditors before the certification process).
2. The ITSM Framework document, which will include Management roles, responsiblilities, review mechanisms, reporting requiements,
3. Metrics collections for tracking the progress, improvements.
4. Audit, Incidenet, Changement Mgnt, etc.
5. Requirement mentioned by the Standard - Organizational Policies, SLA, Contracts, etc.

Specific question that I have are:
1. Is there a need for Statement of Applicability (SoA) similar to that in BS7799 ?
2. Am I missing out any critical documents in the list?
3. How do I organise all the document? Is creating an ITSM manual a good idea which contains all the requirements for ISO20000 particularly since, a limited scope is being covered at this point of time in my organization?

Thanks and Regards,
Sam

[arthur-fox]

Sam
The auditor will be looking for evidence of compliance/conformance and this evidence will come in two basic forms:

Firstly, Documents (Evidence of Intention)
&
Secondly, Records (Evidence of Activity)

The Standard itself actually makes it quite clear what some of the documents required are and these will include:

Plans