SIST EN ISO 41012:2018

SLOVENSKI STANDARD
SIST EN ISO 41012:2018
01-oktober-2018
1DGRPHãþD
SIST EN 15221-2:2007
Upravljanje objektov - Navodilo za strateško nabavo in pripravo dogovorov (ISO
41012:2017)
Facility management - Guidance on strategic sourcing and the development of
agreements (ISO 41012:2017)
Facility Management - Leitfaden zur strategischen Beschaffung und der Entwicklung von
Vereinbarungen (ISO 41012:2017)
Facility management - Directives sur le procédé d'approvisionnement stratégique et
d'élaboration des accords (ISO 41012:2017)
Ta slovenski standard je istoveten z: EN ISO 41012:2018
ICS:
03.080.10 Vzdrževalne storitve. Maintenance services.
Upravljanje objektov Facilities management
SIST EN ISO 41012:2018 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST EN ISO 41012:2018

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SIST EN ISO 41012:2018


EN ISO 41012
EUROPEAN STANDARD

NORME EUROPÉENNE

June 2018
EUROPÄISCHE NORM
ICS 03.080.10 Supersedes EN 15221-2:2006
English Version

Facility management - Guidance on strategic sourcing and
the development of agreements (ISO 41012:2017)
Facility management - Directives sur le procédé Facility Management - Leitfaden zur strategischen
d'approvisionnement stratégique et d'élaboration des Beschaffung und der Entwicklung von Vereinbarungen
accords (ISO 41012:2017) (ISO 41012:2017)
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 41012:2018 E
worldwide for CEN national Members.

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SIST EN ISO 41012:2018
EN ISO 41012:2018 (E)
Contents Page
European foreword . 3

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SIST EN ISO 41012:2018
EN ISO 41012:2018 (E)
European foreword
The text of ISO 41012:2017 has been prepared by Technical Committee ISO/TC 267 “Facility
management” of the International Organization for Standardization (ISO) and has been taken over as
EN ISO 41012:2018 by Technical Committee CEN/TC 348 “Facility Management” the secretariat of
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 December 2018, and conflicting national standards
shall be withdrawn at the latest by December 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 15221-2:2006.
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 41012:2017 has been approved by CEN as EN ISO 41012:2018 without any modification.

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SIST EN ISO 41012:2018

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SIST EN ISO 41012:2018
INTERNATIONAL ISO
STANDARD 41012
First edition
2017-04
Facility management — Guidance
on strategic sourcing and the
development of agreements
Facility management — Directives sur le procédé
d’approvisionnement stratégique et d’élaboration des accords
Reference number
ISO 41012:2017(E)
©
ISO 2017

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SIST EN ISO 41012:2018
ISO 41012:2017(E)

COPYRIGHT PROTECTED DOCUMENT
© ISO 2017, Published in Switzerland
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form
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.
ISO copyright office
Ch. de Blandonnet 8 • CP 401
CH-1214 Vernier, Geneva, Switzerland
Tel. +41 22 749 01 11
Fax +41 22 749 09 47
copyright@iso.org
www.iso.org
ii © ISO 2017 – All rights reserved

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SIST EN ISO 41012:2018
ISO 41012:2017(E)

Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Sourcing strategy and understanding the core business context . 1
4.1 Sourcing strategy . 1
4.2 Strategic, tactical and operational level . 3
4.2.1 General. 3
4.2.2 Strategic level . 3
4.2.3 Tactical level . . 3
4.2.4 Operational level . 4
5 Sourcing process in FM . 4
5.1 Process flow chart . 4
5.2 Identify and analyse current and future needs and expectations . 5
5.3 Translate needs into requirements . 7
5.4 Determine the service levels . 7
5.5 Identify service delivery options . 9
5.6 Business case development and analysis .10
5.6.1 General.10
5.6.2 Financial considerations .10
5.6.3 Investment strategy .10
5.6.4 Estimate costs and added value .11
5.6.5 Pricing strategy .11
5.6.6 Risk analysis .12
5.6.7 Different levels of agreement .13
5.6.8 Project strategy .13
5.6.9 Establish a business case for service options .13
5.7 Select preferred sourcing/service delivery option .14
6 Facility service provision .15
6.1 Principle options .15
6.2 Internal service provision .16
6.3 External service provision .16
7 Main characteristics of FM agreements .17
7.1 General .17
7.2 Essential components .18
7.2.1 Term .18
7.2.2 Subcontracting .18
7.2.3 Allocation of management responsibility and communication .18
7.2.4 Service levels agreements (SLAs) .19
7.2.5 Termination of contracts . .19
7.3 Agreement structure and content .19
8 Common considerations in agreements .19
8.1 Flexibility .19
8.2 Performance criteria .19
8.3 Information responsibilities.20
8.4 Reporting and auditing procedures .20
8.5 Continuous improvement, best practice and innovation .20
8.6 Asset replacement and project activity.20
8.7 Communication .20
8.8 Regulations .20
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SIST EN ISO 41012:2018
ISO 41012:2017(E)

8.9 Corporate standards.21
8.10 Termination of agreements .21
9 Preparation and development of an agreement .21
9.1 General .21
9.2 Preparation phase .22
9.3 Pre-qualification phase .22
9.4 Tender/negotiation phase .22
9.5 Agreement preparation phase .22
9.6 Signature phase .22
9.7 Implementation phase .22
9.7.1 Mobilization phase .22
9.7.2 Validation phase .23
9.7.3 Operational phase .23
9.7.4 Termination phase .23
10 Measure service provision performance .23
10.1 General .23
10.2 Measuring effectiveness .24
10.3 Outputs .24
Annex A (informative) Example of requirements for a service .25
Annex B (informative) Example of business case content .26
Annex C (informative) Structure of an agreement — General clauses .27
Annex D (informative) Service level agreements — Benefits, preparation and structure of
an agreement (SLA clauses) .40
Bibliography .52
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SIST EN ISO 41012:2018
ISO 41012:2017(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.
© ISO 2017 – All rights reserved v

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SIST EN ISO 41012:2018
ISO 41012:2017(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.
FM and related goods and services support the achievement of core organizational activities and
objectives. The purpose of this document is to enable organizations identify and select the most
appropriate options for the design, sourcing and delivery of FM. This document provides step-by-step
guidance on the overall strategic sourcing process and on how to prepare and implement adequate
internal or external FM agreements.
This document also provides guidance on:
— types of agreements;
— development, structure and contents of agreements;
— clarification of definitions, where appropriate.
This document promotes a methodology from a strategic level to an operational level, with examples
and check lists. The application of this sourcing approach is intended to contribute significantly to
adding value and optimizing costs of operations for FM professionals and procurement, finance and
senior management teams.
Annexes A and B give examples of requirements for typical services and of a business case. Annexes C
and D provide general and specific clauses and structured checklists for typical agreements. These
annexes facilitate the selection of important clauses and preferences in the development of agreements,
which allow for differences in origin, purpose and national rules and regulations, and are based on a
generic platform.
This document is primarily written for complex in-house or externally procured services, and might
need to be scaled down if used for smaller projects. Not all information in this document will be
applicable to every FM process or agreement.
In this document, references to “agreement”, “service” or “service provider” are specific to FM and
facility services agreement, facility service or facility service provider (internal or external). Any
reference to a single service can also include multiple services.
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SIST EN ISO 41012:2018
INTERNATIONAL STANDARD ISO 41012:2017(E)
Facility management — Guidance on strategic sourcing and
the development of agreements
1 Scope
This document provides guidance on sourcing and development of agreements in facility management
(FM). It highlights:
— essential elements in FM sourcing processes;
— FM roles and responsibilities in sourcing processes;
— development processes and structures of typical agreement models.
This document is applicable to:
— strategic processes related to service and support functions for the core business;
— development of FM strategies;
— development of facility service provision agreements covering both public and private service
demand and internal and external production/delivery options;
— development of FM information systems;
— FM education and research;
— organization development and business re-engineering processes in major types of working
environments (e.g. industrial, commercial, administration, military, healthcare, accommodation).
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content
constitutes requirements of this document. For dated references, only the edition cited applies. For
undated references, the latest edition of the referenced document (including any amendments) applies.
ISO 41011, Facility management — Vocabulary
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO 41011 apply.
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/
4 Sourcing strategy and understanding the core business context
4.1 Sourcing strategy
Aligning the structures and delivery of FM and support services provision with the demand
organization’s business strategy is critical to successfully achieving core business objectives. It is
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SIST EN ISO 41012:2018
ISO 41012:2017(E)

important that the FM organization analyses the demand organization’s strategy. An effective sourcing
process is important to achieve that objective.
Criteria that can have an impact on sourcing strategy include, but are not limited to:
— the competitive environment;
— value drivers (including cost/benefit analysis);
— the need for resource flexibility;
— business risk;
— reliability of supply chain / risk of over-reliance on single suppliers;
— operational interdependencies;
— availability of in-house FM expertise;
— the availability and capability of various supply options;
— corporate policies (e.g. environmental and corporate responsibility);
— regulatory compliance requirements and expected legal changes;
— organizational culture and management style;
— reporting requirements and management information systems;
— corporate targets on strategic and operative level;
— innovation;
— real estate and FM strategy;
— property portfolio.
As most organizations live in an environment of dynamic change, these sourcing processes should be
continuous and at all times be closely linked to the organization’s overall business strategy.
It is vital that adequate FM competence is available to support the sourcing process through internal
and/or external sources. These competences should include, but not be limited to:
— understand core business;
— analytic skills;
— management skills;
— communication skills;
— appropriate knowledge of FM;
— procurement skills;
— legal skills;
— environmental, social and cultural awareness;
— ability to evaluate services options and required outcomes.
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SIST EN ISO 41012:2018
ISO 41012:2017(E)

4.2 Strategic, tactical and operational level
4.2.1 General
In order to succeed and deliver required results, FM should be in close synchronization with the
mission, vision, objectives and domains of the core business. It is the role of FM to provide strategic
guidance to the core business, interpreting needs and translating them into explicit service demand
and requirements. FM acts on the main three levels:
— strategic;
— tactical;
— operational.
NOTE “Strategic level”, “tactical level” and “operational level” are defined in ISO 41011.
4.2.2 Strategic level
At the strategic level, the aim is to achieve the objectives of the organization in the long term by means of:
— defining the FM strategy in accordance with the organization’s strategy;
— policy
...