The requirements in this part of ISO/IEC 20000 include the design, transition, delivery and improvement of services that fulfill service requirements and provide value for both the customer and the service provider. This part of ISO/IEC 20000 requires ad integrated process approach when the service provider plans, establishes, implements, operates, monitors, reviews, maintains and improves a service management system (SMS).
Co-ordinated integration and implementation of an SMS provides ongoing control and opportunities for continual improvement, greater effectiveness and efficiency. The operation of as specified in this part of ISO/IEC 20000 requires personnel to be well organized and co-ordinated. Appropriate tools can be used to enable the processes to be effective and efficient.
The most effective service providers consider the impact on the SMS through all stages of the service lifecycle, form strategy through design, transition and operation, including continual improvement.
This part of ISO/IEC 20000 requires the application of the methodology known as “Plan ? Do ? Check ? Act” (PDCA) to all parts of the SMS and the services. The PDCA methodology, as applied in this part of ISO/IEC 20000, can be briefly described as follows.
Plan : establishing, documenting and agreeing the SMS. The SMS includes the polices, objectives, plans and processes to fulfill the service requirements.
Do : implementing and operating the SMS for the design, transition, delivery and improvement of the services.
Check : monitoring, measuring and reviewing the SMS and the services against the polices, objectives, plans and service requirements and reporting the results.
Act : taking actions to continually improve performance of the SMS and the services
When used within an SMS, the following are the most important aspects of an integrated process approach and the PDCA methodology;
- understanding and fulfilling the service requirements to achieve customer satisfaction;
- establishing the policy and objectives for service management;
- designing and delivering services based on the SMS that add value for the customer;
- monitoring, measuring and reviewing performance of the SMS and the services;
- continually improving the SMS and the services based on the objective measurements.
Figure 1 illustrates how the PDCA methodology can be applied to the SMS, including the service management processes specified in Clauses 5 to 9, and the services. Each element of the PDCA methodology is a vital part of successful implementation of and SMS. The improvement process used in this part of ISO/IEC 20000 is based on the PDCA methodology.
[Figure1 - PDCA methodology applied to service management]
This part of ISO/IEC 20000 enables a service provider to integrate its SMS with other management systems in the service provider’s organization. The adoption of an integrated process approach and the PDCA methodology enables the service provider to align or fully integrate multiple management system standards.
For examples, en SMS can be integrated with a quality management system based on ISO9001 or an information security management system based on ISO/IEC 27001.
ISO/IEC 20000 is intentionally independent of specific guidance. The service provider can us a combination of generally accepted guidance and its own experience.
Users of an International Standard are responsible for its correct application. An International Standard does not purport to include all necessary statutory and regulatory requirements and contractual obligations of the service provider. Conformity to an International Standard does not of itself immunity from statutory and regulatory requirements.
For the purpose of research on service management standards, users are encouraged to share their views on ISO/IEC 20000-1 and their priorities for changes to the rest of the ISO/IEC 20000 serious.
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