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NCC Members Question: Creating a service management plan for ISO20000

NCC Members can ask relevant questions of the wider NCC membership, moderated by NCC. We collate the responses, where appropriate anonymise them, then publish the results on the website for the benefit of the wider Membership. Can you help with this question from a learning and skills agency?

"Below is an extract from the ISO20000 standard which outlines what should be in the plan, but it is not what we tend to think of as a plan. Can anyone share details of how they approached the SMS plan within the ISO20000 framework, or better still can you share the actual plan that you produced?

4.5.2 Plan the SMS (Plan)

The service provider shall create, implement and maintain a service management plan. Planning shall take into consideration the service management policy, service requirements and requirements in this part of ISO/IEC 20000. The service management plan shall contain or include a reference to at least the following:

a) Service management objectives that are to be achieved by the service provider;
b) Service requirements;
c) Known limitations which can impact the SMS;
d) Policies, standards, statutory and regulatory requirements and contractual obligations;
e) Framework of authorities, responsibilities and process roles;
f) Authorities and responsibilities for plans, service management processes and services;
g) Human, technical, information and financial resources necessary to achieve the service management objectives;
h) Approach to be taken for working with other parties involved in the design and transition of new or changed services process;
i) Approach to be taken for the interfaces between service management processes and their integration with the other components of the SMS;
j) Approach to be taken for the management of risks and the criteria for accepting risks;
k) Technology used to support the SMS;
l) How the effectiveness of the SMS and the services will be measured, audited, reported and improved.

Plans created for specific processes shall be aligned with the service management plan. The service management plan and plans created for specific processes shall be reviewed at planned intervals and, if applicable, updated."

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