Facility management - Vocabulary (ISO 41011:2017)

This document defines terms used in facility management standards.

Facility Management - Begriffe (ISO 41011:2017)

Dieses Dokument definiert Begriffe, die in Normen für Facility Management verwendet werden.

Facility management - Vocabulaire (ISO 41011:2017)

Le présent document définit les termes utilisés dans les normes de facility management.

Upravljanje objektov in storitev - Slovar (ISO 41011:2017)

Ta dokument določa izraze s področja standardov za upravljanje objektov.

General Information

Status
Published
Public Enquiry End Date
07-Mar-2018
Publication Date
03-Jun-2018
Technical Committee
Current Stage
6060 - National Implementation/Publication (Adopted Project)
Start Date
30-May-2018
Due Date
04-Aug-2018
Completion Date
04-Jun-2018

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Standards Content (Sample)

SLOVENSKI STANDARD
SIST EN ISO 41011:2018
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
SIST EN ISO 41011:2018 en,fr,de

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST EN ISO 41011:2018
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SIST EN ISO 41011:2018
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.
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SIST EN ISO 41011:2018
EN ISO 41011:2018 (E)
Contents Page

European foreword ....................................................................................................................................................... 3

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SIST EN ISO 41011:2018
EN ISO 41011:2018 (E)
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

EN ISO 41011:2018 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 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.

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SIST EN ISO 41011:2018
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SIST EN ISO 41011:2018
INTERNATIONAL ISO
STANDARD 41011
First edition
2017-04
Facility management — Vocabulary
Facility management — Vocabulaire
Reference number
ISO 41011:2017(E)
ISO 2017
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SIST EN ISO 41011:2018
ISO 41011:2017(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 41011:2018
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 2017 – All rights reserved iii
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SIST EN ISO 41011:2018
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
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SIST EN ISO 41011:2018
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.
© ISO 2017 – All rights reserved v
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SIST EN ISO 41011:2018
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SIST EN ISO 41011:2018
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

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 2017 – All rights reserved 1
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SIST EN ISO 41011:2018
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 delivers one or more facility services (3.1.3.1)

Note 1 to entry: A service provider can be internal or external to the demand organization (3.3.1.1).

3.1.6
workplace
physical location where work is performed
3.1.6.1
work station

location containing furniture and supporting equipment (including telephony, IT and power

connections), specifically designed or suitable for work-related activities (3.5.2) and is suitable for

permanent use
3.1.7
core business
entity (3.7.11) from which needs (3.1.4) are derived
3.2 Terms related to assets
3.2.1
asset

item, thing or entity (3.7.11) that has potential or actual value to an organization (3.3.1)

[SOURCE: ISO 55000:2014, 3.2.1, modified — Notes to entry have been removed.]
3.2.1.1
asset management

coordinated activity (3.5.2) of an organization (3.3.1) to realize value from assets (3.2.1)

[SOURCE: ISO 55000:2014, 3.3.1, modified — Notes to entry have been removed.]
3.2.2
real estate
immoveable property including structures, grounds and undeveloped land
2 © ISO 2017 – All rights reserved
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SIST EN ISO 41011:2018
ISO 41011:2017(E)
3.2.3
built environment

collection of buildings, external works (landscaped areas), infrastructure (3.2.3.1) and other

construction works within an area
3.2.3.1
infrastructure

system (3.5.4) of facilities (3.2.3.2), equipment and services (3.5.3) needed for the operation of an

organization (3.3.1)
[SOURCE: ISO 9000:2015, 3.5.2]
3.2.3.2
facility

collection of assets (3.2.1) which is built, installed or established to serve an entity’s (3.7.11) needs (3.1.4)

3.3 Terms related to people
3.3.1
organization

person or group of people that has its own functions with responsibilities, authorities and relationships

to achieve its objectives (3.7.8)

Note 1 to entry: The concept of organization includes, but is not limited to sole-trader, company, corporation, firm,

enterprise, authority, partnership, charity or institution, or part or combination thereof, whether incorporated

or not, public or private.
3.3.1.1
demand organization

entity (3.7.11) which has a need (3.1.4) and the authority to incur costs to have requirements (3.1.4.1) met

Note 1 to entry: This is typically an authorized representative within a functional unit of an organization (3.3.1).

3.3.2
top management
executive management

person or group of people who directs and controls an organization (3.3.1) at the highest level

Note 1 to entry: Top management has the power to delegate authority and provide resources within the

organization.

Note 2 to entry: If the scope of the management system (3.7.5) covers only part of an organization, then top

management refers to those who direct and control that part of the organization.
3.3.3
interested party
stakeholder

person or organization (3.3.1) that can affect, be affected by, or perceive itself to be affected by a

decision or activity (3.5.2)
3.3.4
competence
ability to apply kno
...

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