CHAPTER 5: REQUIREMENTS FOR A SERVICE MANAGEMENT SYSTEM
In order to successfully realise service quality, the first process group of the ISO/IEC 20000 Standard defines the principles of a successful implementation of the service management system. This service management system allows us to manage and implement our IT services effectively.
The Standard is asking for a service management system which satisfies the following:
• Management responsibility
• Governance of processes operated by other parties
• Documentation management (policies and plans, service documentation, procedures, process and process control records)
• Resource management.
How can we build such a service management system that covers the above requirements? In which documents/process ...