INTERNATIONALSTANDARD

ISO41011

Firstedition2017-04

Facilitymanagement—Vocabulary

Facilitymanagement—Vocabulaire

ReferencenumberISO41011:2017(E)

◎ISO2017

ISO41011:2017(E)

COPYRIGHTPROTECTEDDOCUMENT

⑥ISO2017,PublishedinSwitzerland

Allrightsreserved.Unlessotherwisespecified,nopartofthispublicationmaybereproducedorutilizedotherwiseinanyformorbyanymeans,electronicormechanical,includingphotocopying,orpostingontheinternetoranintranet,withoutpriorwrittenpermission.PermissioncanberequestedfromeitherISOattheaddressbeloworISO'smemberbodyinthecountryoftherequester:

ISOcopyrightoffice

Ch.deBlandonnet8·CP401

CH-1214Vernier,Geneva,Switzerland

Tel.+41227490111

Fax+41227490947

copyright@

ii◎ISO2017-Allrightsreserved

ISO41011:2017(E)

ContentsPage

Forewordiv

IntroductionV

1Scope1

2Normativereferences 1

3Termsanddefinitions 1

3.1Termsrelatedtofacilitymanagemen 1

3.2Termsrelatedtoassets 2

3.3Termsrelatedtopeople 3

3.4Termsrelatedtosourcing 4

3.5Termsrelatedtoproces 5

3.6Termsrelatedtofinance 6

3.7Termsrelatedtogeneralbusines 6

3.8Termsrelatedtomeasurement 9

Bibliography11

Alphabeticalindexofterm 12

◎ISO2017-Allrightsreservediii

ISO41011:2017(E)

Foreword

ISO(theInternationalOrganizationforStandardization)isaworldwidefederationofnationalstandardsbodies(ISOmemberbodies).TheworkofpreparingInternationalStandardsisnormallycarriedoutthroughISOtechnicalcommittees.Eachmemberbodyinterestedinasubjectforwhichatechnicalcommitteehasbeenestablishedhastherighttoberepresentedonthatcommittee.Internationalorganizations,governmentalandnon-governmental,inliaisonwithISO,alsotakepartinthework.ISOcollaboratescloselywiththeInternationalElectrotechnicalCommission(IEC)onallmattersofelectrotechnicalstandardization.

TheproceduresusedtodevelopthisdocumentandthoseintendedforitsfurthermaintenancearedescribedintheISO/IECDirectives,Part1.InparticularthedifferentapprovalcriterianeededforthedifferenttypesofISOdocumentsshouldbenoted.ThisdocumentwasdraftedinaccordancewiththeeditorialrulesoftheISO/IECDirectives,Part2(see

/directives).

Attentionisdrawntothepossibilitythatsomeoftheelementsofthisdocumentmaybethesubjectofpatentrights.ISOshallnotbeheldresponsibleforidentifyinganyorallsuchpatentrights.DetailsofanypatentrightsidentifiedduringthedevelopmentofthedocumentwillbeintheIntroductionand/orontheISOlistofpatentdeclarationsreceived(see

/patents).

Anytradenameusedinthisdocumentisinformationgivenfortheconvenienceofusersanddoesnotconstituteanendorsement.

Foranexplanationonthevoluntarynatureofstandards,themeaningofISOspecifictermsandexpressionsrelatedtoconformityassessment,aswellasinformationaboutISO'sadherencetotheWorldTradeOrganization(WTO)principlesintheTechnicalBarrierstoTrade(TBT)seethefollowingURL:/iso/foreword.html.

ThisdocumentwaspreparedbyTechnicalCommitteeISO/TC267,Facilitymanagement.

iv◎ISO2017-Allrightsreserved

ISO41011:2017(E)

Introduction

TheInternationalStandardsonfacilitymanagement(FM)developedbyISO/TC267describethecharacteristicsoffacilitymanagementandareintendedforuseinboththeprivateandpublicsectors.

NOTETheterms"facilitymanagement"and"facilitiesmanagement"canbeusedinterchangeably.

InternationalcooperationinthepreparationoftheseInternationalStandardshasidentifiedcommonpracticesthatcanbeappliedacrossawidevarietyofmarketsectors,organizationaltypes,processactivitiesandgeographies,andtheirimplementationwillhelpto:

一improvequality,productivityandfinancialperformance;

-enhancesustainabilityandreducenegativeenvironmentalimpact;

-developfunctionalandmotivatingworkenvironments;

一maintainregulatorycomplianceandprovidesafeworkplaces;

-optimizelifecycleperformanceandcosts;—improveresilienceandrelevance;

一projectanorganization'sidentityandimagemoresuccessfully.

◎ISO2017-AllrightsreservedV

INTERNATIONALSTANDARDISO41011:2017(E)

Facilitymanagement—Vocabulary

1Scope

Thisdocumentdefinestermsusedinfacilitymanagementstandards.

2Normativereferences

Therearenonormativereferencesinthisdocument.

3Termsanddefinitions

ISOandIECmaintainterminologicaldatabasesforuseinstandardizationatthefollowingaddresses:

—ISOOnlinebrowsingplatform:availableat

/obp

一IECElectropedia:availableat

http://www.electropedia.org/

3.1Termsrelatedtofacilitymanagement

3.1.1

facilitymanagement

facilitiesmanagement

FM

organizationalfunctionwhichintegratespeople,placeandprocess(3.5.1)withinthebuiltenvironment(3.2.3)withthepurposeofimprovingthequality(3.Z.1)oflifeofpeopleandtheproductivityofthecorebusiness(3.1.Z)

3.1.2

internalserviceprovisionin-houseserviceprovision

deliveryandmanagementofaservice(3.5.3)bystaffemployedbythedemandorganization(

)

3.1.3

supportservice

non-primaryactivity(3.5.2)deliveredinsupportofcorebusiness(3.1.Z)

facilityservice

supportprovisiontotheprimaryactivities(3.7.4)ofanorganization(3.3.1),deliveredbyaninternalorexternalprovider

facilityprocess

process(3.5.1)whichisintegratedandmanagedbyafacilitymanagement(3.1.1)organization(3.3.1)

3.1.4

need

expectation,specificorabstract,fromthedemandorganization(

)whichisessentialtoenablethe

achievementofthecorepurposeandkeyobjectives(3.7.8)

◎ISO2017-Allrightsreserved1

ISO41011:2017(E)

requirement

need(3.1.4)orexpectationthatisstated,generallyimpliedorobligatory

Note1toentry:"Generallyimplied"meansthatitiscustomorcommonpracticefortheorganization(3.3.1)andinterestedparties(3.3.3)thattheneedorexpectationunderconsiderationisimplied.

Note2toentry:Aspecifiedrequirementisonethatisstated,forexampleindocumentedinformation(3.ZZ).

demand

statedrequirement(

)for

aservices(3.5.3)orproducts(

)to

bedelivered

servicelevel

completedescriptionofrequirements(

)of

aproduct(

),process(3.5.1)or

system(3.5.4)withtheircharacteristics

.1

servicelevelagreement

SLA

(3.1.5)onperformance(3.8.3),measurement(3.8.1)andconditionsofservice(3.5.3)delivery

documentwhichhasbeenagreedbetweenthedemandorganization(

)and

aserviceprovider

3.1.5

serviceprovider

organization(3.3.1)thatdeliversoneormorefacilityservices(

)

Note1toentry:Aserviceprovidercanbeinternalorexternaltothedemandorganization(

).

3.1.6

workplace

physicallocationwhereworkisperformed

workstation

locationcontainingfurnitureandsupportingequipment(includingtelephony,ITandpowerconnections),specificallydesignedorsuitableforwork-relatedactivities(3.5.2)andissuitableforpermanentuse

3.1.7

corebusiness

entity(3.Z.11)fromwhichneeds(3.1.4)arederived

3.2Termsrelatedtoassets

3.2.1

asset

item,thingorentity(3.7.11)thathaspotentialoractualvaluetoanorganization(3.3.1)[SOURCE:ISO55000:2014,3.2.1,modified—Notestoentryhavebeenremoved.]

assetmanagement

coordinatedactivity(3.5.2)ofanorganization(3.3.1)torealizevaluefromassets(3.2.1)[SOURCE:ISO55000:2014,3.3.1,modified—Notestoentryhavebeenremoved.]

3.2.2

realestate

immoveablepropertyincludingstructures,groundsandundevelopedland

2◎ISO2017-Allrightsreserved

ISO41011:2017(E)

3.2.3

builtenvironment

collectionofbuildings,externalworks(landscapedareas),infrastructure(

)

andother

constructionworkswithinanarea

infrastructure

system(3.5.4)offacilities(

),equipment

andservices(3.5.3)neededfortheoperationofanorganization(3.3.1)

[SOURCE:ISO9000:2015,3.5.2]

facility

collectionofassets(3.2.1)whichisbuilt,installedorestablishedtoserveanentity's(3.7.11)needs(3.1.4)

3.3Termsrelatedtopeople

3.3.1

organization

personorgroupofpeoplethathasitsownfunctionswithresponsibilities,authoritiesandrelationshipstoachieveitsobjectives(3.Z8)

Note1toentry:Theconceptoforganizationincludes,butisnotlimitedtosole-trader,company,corporation,firm,enterprise,authority,partnership,charityorinstitution,orpartorcombinationthereof,whetherincorporatedornot,publicorprivate.

demandorganization

entity(3.7.11)whichhasaneed(3.1.4)andtheauthoritytoincurcoststohaverequirements(

)met

Note1toentry:Thisistypicallyanauthorizedrepresentativewithinafunctionalunitofanorganization(3.3.1).

3.3.2

topmanagement

executivemanagement

personorgroupofpeoplewhodirectsandcontrolsanorganization(3.3.1)atthehighestlevel

Note1toentry:Topmanagementhasthepowertodelegateauthorityandprovideresourceswithintheorganization.

Note2toentry:Ifthescopeofthemanagementsystem(3.Z5)coversonlypartofanorganization,thentopmanagementreferstothosewhodirectandcontrolthatpartoftheorganization.

3.3.3

interestedpartystakeholder

personororganization(3.3.1)thatcanaffect,beaffectedby,orperceiveitselftobeaffectedbyadecisionoractivity(3.5.2)

3.3.4

competence

abilitytoapplyknowledgeandskillstoachieveintendedresults

3.3.5

enduser

personororganization(3.3.1)whichusesproducts(

)or

services(3.5.3)fromasupplier

◎ISO2017-Allrightsreserved3

ISO41011:2017(E)

3.4Termsrelatedtosourcing

3.4.1

agreement

statementagreedbetweenthedemandorganization(

)and

theproviderofservices(3.5.3)orproducts(

)

Note1toentry:Thisshouldbeintheformofawrittenstatementagreedbetweenthedemandorganizationandtheproviderofservicesorproductssettingouttherequirements(

),conditions,costs,thelevelofresources

andoutputsrequired.

Note2toentry:Forcomplexmulti-countryormulti-serviceagreements,thetypeofdocumentationandcontentoutlinedinISO41012:2017,AnnexesCandD,couldberequired.Forsmallorsingleserviceagreements,aonepagedocumentsettingouttheimportanttermsandconditionscansuffice.

contract

agreement(3.4.1)underwhichtwopartiesundertaketoexchangeaproduct(

)for

apayment

specification

detaileddescriptionoftheessentialperformance(3.8.3)and/ortechnicalrequirements(

)for

services(3.5.3)orproducts(

)and

processes(3.5.1)setoutbythedemandorganization(

)to

makecleartotheserviceprovider(3.1.5)therequirementstobefulfilled

Note1toentry:Thisisthedocumentaryinterfacebetweentheneeds(3.1.4)ofthedemandorganizationandtheactivities(3.5.2)oftheserviceprovider.

mobilization

phasetoestablishandimplementallresources,systems(3.5.4),dataandprocedurespriortotakingfullresponsibilityforthefacilityservices(

)to

bedeliveredasspecifiedinthefacilitymanagement(3.1.1)agreement(3.4.1)

Note1toentry:Startupcanalsobeusedinthiscontext.

demobilization

phasetotransferfacilityservices(

)back

tothedemandorganization(

)or

toanewserviceprovider(3.1.5)asspecifiedinthefacilitymanagement(3.1.1)agreement(3.4.1)

3.4.2

subcontracting

process(3.5.1)ofengagingasubcontractor(

)

subcontractor

organization(3.3.1)engagedbytheserviceprovider(3.1.5)toperformaspecificportionofafacilityservice(

)

3.4.3

sourcing

practicewhichidentifies,evaluatesandengagesinternalandexternalserviceproviders(3.1.5)todeliveraservice(3.5.3)orproducts(

)to

meetaspecification(

)

procurement

activity(3.5.2)ofacquiringgoodsorservices(3.5.3)fromsuppliers

Note1toentry:Theprocurementprocess(3.5.1)considersthewholelifecyclefromidentificationofneeds(3.1.4)throughtotheendofaservicescontract(

)ortheendofthelifeofgoods,includingdisposal.

4◎ISO2017-Allrightsreserved

◎ISO2017-Allrightsreserved5

ISO41011:2017(E)

Note2toentry:Sourcing(34.3)isapartoftheprocurementprocessthatincludesplanning,definingspecifications(

)andselectingsuppliers.

[SOURCE:ISO20400:2017,3.1.8]

supplychain

system(3.5.4)oforganizations(3.3.1),people,activities(3.5.2),information,andresourcesinvolvedindeliveringaproduct(

)or

service(3.5.3)toanenduser(3.3.5)fromasupplier

outsource(verb)

makeanarrangementwhereanexternalorganization(3.3.1)performspartofanorganization'sfunctionorprocess(3.5.1)

Note1toentry:Anexternalorganizationisoutsidethescopeofthemanagementsystem(3.Z.5),althoughtheoutsourcedfunctionorprocessiswithinthescope.

out-task

provisionofasingleservice(3.5.3)fromanexternalserviceprovider(3.1.5)

insource(verb)

makeanarrangementtomoveexternalservice(3.5.3)provisionstointernalserviceprovision(3.1.2)

3.4.4

duediligence

compilation,comprehensiveappraisalandvalidationofinformationofanorganization(3.3.1)requiredforassessingaccuracy,commercialintegrity,financialstabilityandfunctionalcompetence(3.3.4)integrityattheappropriatestageoftheagreement(3.4.1)sourcing(3.4.3)process(3.5.1)

3.4.5

methodstatement

documentinwhichtheserviceprovider(3.1.5)translatesthedemands(

)setoutin

thespecification(

)

andservicelevelagreement(.1)intoadeliveryplanwithresources,allocationsandmethodologies

3.5Termsrelatedtoprocess

3.5.1

process

setofinterrelatedorinteractingactivities(3.5.2)whichtransformsinputsintooutputs

product

resultofaprocess(3.5.1)

Note1toentry:Therearefourgenericproductcategories,asfollows:

-services(3.5.3);

-software;

—hardware;

-processedmaterials.

Note2toentry:Productscanbetangibleorintangible.

[SOURCE:ISO/IEC17065:2012,3.4.2,modified-Notestoentryhavebeenmodified]

ISO41011:2017(E)

3.5.2

activity

taskortasksthatcontributetocompletionofdeliverables(3.7,9)

3.5.3

service

time-perishable,intangibleactivity(3.5.2)performedforanentity(3.7.11)

3.5.4

system

containedsetofinterrelatedprocesses(3.5.1),technologiesand/orprocedures

conformity

fulfilmentofarequirement(

)

nonconformity

non-fulfilmentofarequirement(

)

correctiveaction

actiontoeliminatethecauseofanonconformity(

)and

topreventrecurrence

continualimprovement

recurringactivity(3.5.2)toenhanceperformance(3.8.3)

3.6Termsrelatedtofinance

3.6.1

zero-basedbudget

methodologywhichusesdetailedasset(3.2.1)listsandengineeringandperformance(3.8.3)standards

toassessresourceneeds(3.1.4),andmarketunitcoststocreateatotalbudgetwithoutreferencetopreviousexpenditurelevels

3.6.2

businesscase

documentwhichsummarizesthescope,benefits,costsandrisks(3.7.3)ofaproposedsolutiontoabusinessneed(3.1.4)

life-cyclecost

totalcosts(inpresent-valueterms)expectedtobespentonanasset(3.2.1)duringitsoperationalexistence

3.6.3

open-book

transparentexchangeofrelevantinformation(especiallycosts)betweenthefacilitymanagement(3.1.1)serviceprovider(3.1.5)andthedemandorganization(

)

3.7Termsrelatedtogeneralbusiness

3.7.1

quality

degreetowhichasetofinherentcharacteristicsofanobjectfulfilsrequirements(

)

[SOURCE:ISO9000:2015,3.6.2,modified—Notestoentryhavebeendeleted.]

6◎ISO2017-Allrightsreserved

◎ISO2017-Allrightsreserved7

ISO41011:2017(E)

3.7.2

policy

intentionsanddirectionofanorganization(3.3.1),asformallyexpressedbyitstopmanagement(3.3.2)

3.7.3

risk

effectofuncertainty

Note1toentry:Aneffectisadeviationfromtheexpected—positiveornegative.

Note2toentry:Uncertaintyisthestate,evenpartial,ofdeficiencyofinformationrelatedto,understandingorknowledgeof,anevent,itsconsequence,orlikelihood.

Note3toentry:Riskisoftencharacterizedbyreferencetopotential“events”(asdefinedinISOGuide73:2009.

)and"consequences"(asdefinedinISOGuide73:2009,

),oracombinationofthese.

Note4toentry:Riskisoftenexpressedintermsofacombinationoftheconsequencesofanevent(includingchangesincircumstances)andtheassociated"likelihood"(asdefinedinISOGuide73:2009,

)ofoccurrence.

3.7.4

primaryactivities

activities(3.5.2)thatconstitutethedistinctiveandindispensablecompetencies(3.3.4)ofanorganization(3.3.1)initsvaluechain

Note1toentry:Thedistinctionbetweentheprimaryactivitiesandsupportservices(3.1.3)isdecidedbyeachorganizationindividually;thisdistinctionneedstobecontinuouslyupdated.

3.7.5

managementsystem

setofinterrelatedorinteractingelementsofanorganization(3.3.1)toestablishpolicies(3.Z.2)andobjectives(3.Z.8)andprocesses(3.5.1)toachievethoseobjectives

Note1toentry:Amanagementsystemcanaddressasingledisciplineorseveraldisciplines.

Note2toentry:Thesystem(3.5.4)elementsincludetheorganization'sstructure,rolesandresponsibilities,planningandoperation.

Note3toentry:Thescopeofamanagementsystemmayincludethewholeoftheorganization,specificandidentifiedfunctionsoftheorganization,specificandidentifiedsectionsoftheorganization,oroneormorefunctionsacrossagroupoforganizations.

3.7.6

effectiveness

extenttowhichplannedactivities(3.5.2)arerealizedandplannedresultsachieved

Note1toentry:Inthecontextoffacilitymanagement(3.1.1),itisimportantthatresultsareachievedwithinplannedbudgets.

3.7.7

documentedinformation

informationrequiredtobecontrolledandmaintainedbyanorganization(3.3.1)andthemediumonwhichitiscontained

Note1toentry:Documentedinformationcanbeinanyformatandmedia,andfromanysource.

Note2toentry:Documentedinformationcanreferto:

—themanagementsystem(3.Z5),includingrelatedprocesses(3.5.1);

—informationcreatedinorderfortheorganizationtooperate(documentation);

-evidenceofresultsachieved(records).

ISO41011:2017(E)

3.7.8

objective

resulttobeachieved

Note1toentry:Anobjectivecanbestrategic,tactical,oroperational.

Note2toentry:Objectivescanrelatetodifferentdisciplines(suchasfinancial,healthandsafety,andenvironmentalgoals)andcanapplyatdifferentlevels(suchasstrategic,organization-wide,project,product(

)andprocess(3.5.1)].

Note3toentry:Anobjectivecanbeexpressedinotherways,eg.asanintendedoutcome,apurpose,anoperationalcriterion,asafacilitymanagement(3.1.1)objective,orbytheuseofotherwordswithsimilarmeaning(e.g.aim,goal,ortarget).

Note4toentry:Inthecontextoffacilitymanagementsystems(3.7.5),facilitymanagementobjectivesaresetbytheorganization(3.3.1),consistentwiththefacilitymanagementpolicy(3.Z.2),toachievespecificresults.

3.7.9

deliverable

measurableandverifiableoutcome,resultoritemtobeproducedwithinaspecifictimeframetocompleteaprojectorpartofaproject

[SOURCE:ISO22128:2008,3.2]

3.7.10

vision

descriptionofwhatanorganization(3.3.1)wantstobeandhowitwantstobeseenbystakeholders(3.3.3)

3.7.11

entity

actualorabstractthingthatexists,didexist,ormightexist,includingassociationsamongthesethings

3.7.12

strategiclevel

levelatwhichanorganization(3.3.1)definesitsobjectives(3.78)andpolicies(3.7.2),andplansandassesseshowtoachieveitsgoals

3.7.13

tacticallevel

levelatwhichanorganization(3.3.1)plansandmanagesthespecificmechanismsandresourcesforoperationaldeliveryofproducts(

)

3.7.14

operationallevel

levelatwhichactivities(3.5.2)areperformedinaroutinewayinsupportoftheorganizations(3.3.1)functions

3.7.15

sustainability

stateoftheglobalsystem(3.5.4),includingenvironmental,socialandeconomicaspects,inwhichtheneeds(3.1.4)ofthepresentaremetwithoutcompromisingtheabilityoffuturegenerationstomeettheirownneeds

Note1toentry:Theenvironmental,socialandeconomicaspectsinteract,areinterdependentandareoftenreferredtoasthethreedimensionsofsustainability.

Note2toentry:Sustainabilityisthegoalofsustainabledevelopment.

[SOURCE:ISOGuide82:2014,3.1]

8◎ISO2017-Allrightsreserved

◎ISO2017-Allrightsreserved9

ISO41011:2017(E)

3.7.16

emergencypreparedness

capabilitytotakeactionsthatwilleffectivelymitigatetheconsequencesofanemergency

3.7.17

businesscontinuity

capabilityoftheorganization(3.3.1)tocontinuedeliveryofproducts(

)or

services(3.5.3)atacceptablepredefinedlevelsfollowingdisruptiveincident

[SOURCE:ISO22300:2012,2.1.10]

3.7.18

bestpractice

documentedprocess(3.5.1)orproduct(

)developed

bytheusercommunity,consistingofsuppliersandendusers(3.3.5),workingtogetherforthepurposeofestablishingindustryguidelines

[SOURCE:ISO20121:2012,3.29,modified—Theterm"customers"hasbeenchangedto"endusers"andtheterm"teaming"hasbeenchangedto“workingtogether”.]

3.8Termsrelatedtomeasurement

3.8.1

measurement

process(3.5.1)todetermineavalue

3.8.2

monitoring

determiningthestatusofasystem(3.5.4),aprocess(3.5.1)oranactivity(3.5.2)

Note1toentry:Todeterminethestatus,theremaybeaneed(3.1.4)tocheck,superviseorcriticallyobserve.

3.8.3

performance

measurableresult

Note1toentry:Performancecanrelateeithertoquantitativeorqualitativefindings.

Note2toentry:Performancecanrelatetothemanagementofactivities(3.5.2),processes(3.5.1).products(

)(includingservices(3.5.3)),systems(3.5.4)ororganizations(3.3.1).

3.8.4

keyperformanceindicator

KPI

measurethatprovidesessentialinformationabouttheperformance(3.8.3)3.8.5

benchmark

referencepointormetricagainstwhichprocess(3.5.1),performance(3.8.3)and/orquality(3.Z.1)canbemeasured

benchmarking

process(3.5.1)ofcomparingprocesses,performances(3.8.3)and/orquality(3.Z.1)againstpracticesofthesamenature,underthesamecircumstancesandwithsimilarmeasures

ISO41011:2017(E)

3.8.6

audit

systematic,independentanddocumentedprocess(3.5.1)forobtainingauditevidenceandevaluatingitobjectivelytodeterminetheextenttowhichtheauditcriteriaarefulfilled

Note1toentry:Anauditcanbeaninternalaudit(firstparty)oranexternalaudit(secondpartyorthirdparty),anditcanbeacombinedaudit(combiningtwoormoredisciplines).

Note2toentry:Aninternalauditisconductedbytheorganization(3.3.1)itself,orbyanexternalpartyonitsbehalf.

Note3toentry:"Auditevidence"and"auditcriteria"aredefinedinISO19011.

3.8.7

volume

totaloutputofameasurableactivity(3.5.2)overaperiodoftime

10◎ISO2017-Allrightsreserved

ISO41011:2017(E)

◎ISO2017-Allrightsreserved11

Bibliography

[1]ISO9000:2015,Qualitymanagementsystems—Fundamentalsandvocabulary

[2]ISO/IEC17065:2012,Conformityassessment—Requirementsforbodiescertifyingproducts,processesandservices

[3]ISO19011