EN ISO 41011:2018

SLOVENSKI STANDARD
01-julij-2018
1DGRPHãþD
SIST EN 15221-1:2007
Upravljanje objektov in storitev - Slovar (ISO 41011:2017)
Facility management - Vocabulary (ISO 41011:2017)
Facility Management - Begriffe (ISO 41011:2017)
Facility management - Vocabulaire (ISO 41011:2017)
Ta slovenski standard je istoveten z: EN ISO 41011:2018
ICS:
01.040.03 Storitve. Organizacija Services. Company
podjetja, vodenje in kakovost. organization, management
Uprava. Transport. and quality. Administration.
Sociologija. (Slovarji) Transport. Sociology.
(Vocabularies)
03.080.10 Vzdrževalne storitve. Maintenance services.
Upravljanje objektov Facilities management
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

EN ISO 41011
EUROPEAN STANDARD
NORME EUROPÉENNE
May 2018
EUROPÄISCHE NORM
ICS 01.040.03; 03.080.10 Supersedes EN 15221-1:2006
English Version
Facility management - Vocabulary (ISO 41011:2017)
Facility management - Vocabulaire (ISO 41011:2017) Facility Management - Begriffe (ISO 41011:2017)
This European Standard was approved by CEN on 6 April 2018.

CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this
European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references
concerning such national standards may be obtained on application to the CEN-CENELEC Management Centre or to any CEN
member.
This European Standard exists in three official versions (English, French, German). A version in any other language made by
translation under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC Management
Centre has the same status as the official versions.

CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania,
Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland,
Turkey and United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION

EUROPÄISCHES KOMITEE FÜR NORMUNG

CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels
© 2018 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN ISO 41011:2018 E
worldwide for CEN national Members.

Contents Page
European foreword . 3
European foreword
The text of ISO 41011:2017 has been prepared by Technical Committee ISO/TC 267 “Facility
management” of the International Organization for Standardization (ISO) and has been taken over as
which is held by NEN.
This European Standard shall be given the status of a national standard, either by publication of an
identical text or by endorsement, at the latest by November 2018, and conflicting national standards
shall be withdrawn at the latest by November 2018.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CEN shall not be held responsible for identifying any or all such patent rights.
This document supersedes EN 15221-1:2006.
According to the CEN-CENELEC Internal Regulations, the national standards organizations of the
following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria,
Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia,
France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta,
Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland,
Turkey and the United Kingdom.
Endorsement notice
The text of ISO 41011:2017 has been approved by CEN as EN ISO 41011:2018 without any modification.

INTERNATIONAL ISO
STANDARD 41011
First edition
2017-04
Facility management — Vocabulary
Facility management — Vocabulaire
Reference number
ISO 41011:2017(E)
©
ISO 2017
ISO 41011:2017(E)
© ISO 2017, Published in Switzerland
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or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior
written permission. Permission can be requested from either ISO at the address below or ISO’s member body in the country of
the requester.
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Tel. +41 22 749 01 11
Fax +41 22 749 09 47
copyright@iso.org
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ii © ISO 2017 – All rights reserved

ISO 41011:2017(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
3.1 Terms related to facility management . 1
3.2 Terms related to assets . 2
3.3 Terms related to people . 3
3.4 Terms related to sourcing . 4
3.5 Terms related to process . 5
3.6 Terms related to finance . 6
3.7 Terms related to general business . 6
3.8 Terms related to measurement . 9
Bibliography .11
Alphabetical index of terms .12
ISO 41011:2017(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www .iso .org/ patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO’s adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following
URL: w w w . i s o .org/ iso/ foreword .html.
This document was prepared by Technical Committee ISO/TC 267, Facility management.
iv © ISO 2017 – All rights reserved

ISO 41011:2017(E)
Introduction
The International Standards on facility management (FM) developed by ISO/TC 267 describe the
characteristics of facility management and are intended for use in both the private and public sectors.
NOTE The terms “facility management” and “facilities management” can be used interchangeably.
International cooperation in the preparation of these International Standards has identified common
practices that can be applied across a wide variety of market sectors, organizational types, process
activities and geographies, and their implementation will help to:
— improve quality, productivity and financial performance;
— enhance sustainability and reduce negative environmental impact;
— develop functional and motivating work environments;
— maintain regulatory compliance and provide safe workplaces;
— optimize life cycle performance and costs;
— improve resilience and relevance;
— project an organization’s identity and image more successfully.
INTERNATIONAL STANDARD ISO 41011:2017(E)
Facility management — Vocabulary
1 Scope
This document defines terms used in facility management standards.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at http:// www .iso .org/ obp
— IEC Electropedia: available at http:// www .electropedia .org/
3.1 Terms related to facility management
3.1.1
facility management
facilities management
FM
organizational function which integrates people, place and process (3.5.1) within the built environment
(3.2.3) with the purpose of improving the quality (3.7.1) of life of people and the productivity of the core
business (3.1.7)
3.1.2
internal service provision
in-house service provision
delivery and management of a service (3.5.3) by staff employed by the demand organization (3.3.1.1)
3.1.3
support service
non-primary activity (3.5.2) delivered in support of core business (3.1.7)
3.1.3.1
facility service
support provision to the primary activities (3.7.4) of an organization (3.3.1), delivered by an internal or
external provider
3.1.3.2
facility process
process (3.5.1) which is integrated and managed by a facility management (3.1.1) organization (3.3.1)
3.1.4
need
expectation, specific or abstract, from the demand organization (3.3.1.1) which is essential to enable the
achievement of the core purpose and key objectives (3.7.8)
ISO 41011:2017(E)
3.1.4.1
requirement
need (3.1.4) or expectation that is stated, generally implied or obligatory
Note 1 to entry: “Generally implied” means that it is custom or common practice for the organization (3.3.1) and
interested parties (3.3.3) that the need or expectation under consideration is implied.
Note 2 to entry: A specified requirement is one that is stated, for example in documented information (3.7.7).
3.1.4.2
demand
stated requirement (3.1.4.1) for a services (3.5.3) or products (3.5.1.1) to be delivered
3.1.4.3
service level
complete description of requirements (3.1.4.1) of a product (3.5.1.1), process (3.5.1) or system (3.5.4)
with their characteristics
3.1.4.3.1
service level agreement
SLA
document which has been agreed between the demand organization (3.3.1.1) and a service provider
(3.1.5) on performance (3.8.3), measurement (3.8.1) and conditions of service (3.5.3) delivery
3.1.5
service provider
organization (3.3.1) that de
...