CHAPTER 9: DESIGN AND TRANSITION OF NEW OR CHANGED SERVICES
ISO/IEC 20000 has a separate process for planning and implementation of new, or changed, services. The objective here is the guarantee, to provide new and changed services for an agreed price and at the desired quality of service.
For new and modified services the following procedures apply:
• All new or changed services are implemented according to the PDCA cycle.
• The impact on costs and profitability has to be taken into account, for all new or changed services.
• The implementation of new or changed services, including the cancellation of a service, must be planned and formally approved by the change management.
• All CIs affected by the new or changed service are under the control ...
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