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 ...
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