Plan: Plan the implementation and operation of your service

management system

 Identify the scope of service management

 Establish IT service management objectives
 Determine the necessary processes
 Define roles and responsibilities
 Determine resources and timescales
 Develop processes for managing risks
 Develop methods for managing, auditing and improving service quality

Do: Implement the service management plan

 Manage budget and resources

 Select, train and motivate staff
 Create documentation and monitor plans, policies and procedures for the
various processes all documents are available in the ITSM, ITIL® & ISO/IEC
20000 Implementation Toolkit
 Treat and mitigate risks

Check: Monitor measure and review the achievement of the service

management objectives

 Periodically review the management plan

 Determine whether the SMS is compliant with ISO 20000
 Create an audit programme

Act: Identify actions for continuous improvement and increasing the

effectiveness of the SMS

 Publish a policy which contains a clear definition of roles and

responsibilities for the improvement of service activities
 Create a service improvement plan
 Eliminate non-conformities
ISO 20000 implementation: Critical success factors

1. Team competence: Service management employees need to have a deep

understanding of service quality standards and the service management
process
2. Accountability: Each process has to have an owner
3. Documented policies and processes: Documentation of all activities is
absolutely essential
4. Communications: Communication between the team members and the
processes is of the utmost importance
5. Audits: Perform regular conformance audits and make improvements