O'Reilly logo

Implementing Service Quality based on ISO/IEC 20000: A Management Guide, Third Edition by Michael Kunas

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

CHAPTER 8: PLANNING AND IMPLEMENTING SERVICE MANAGEMENT

During planning and implementation of the service management requirements, processes and defined responsibilities have to be taken into account. A service management system (SMS) is the basis for this. The development of a SMS is a demanding task and requires an understanding of the purpose, policies and objectives, and the processes involved. This relationship is understood as planning and implementation of service management. For a successful implementation of the service management system, the Standard makes reference to the established Deming Cycle: Plan, Do, Check, Act.

The Deming Cycle is not only to apply as the overall service management system, but is regarded as the basis for the ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required