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1 - 2 Establishment and Improvement of Service Management System

Service management system refers to the management system that the service provider uses for directing and controlling the service management activities. Related standards include the

ISO/IEC 20000 (JIS Q 20000) family as follows:

Standard name	Overview
ISO/IEC 20000-1 (JIS Q 20000-1)	Service management system requirements
ISO/IEC 20000-2 (JIS Q 20000-2)	Guidance on the application of service management systems

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In service management systems, as a conformity assessment system of the IT service management system, there is the ITSMS (Information Technology Service Management System) certification system that uses the requirements of the ISO/IEC 20000 (JIS Q 20000) family as the certification criteria. In this system, process approach (i.e., policy of comprehensive operations management of the system by understanding mutual relationship by using all activities as processes) based on a PDCA methodology is applied for the service management system and improvement process.

Cycle	Process	Overview
Plan	Plans of service management	Plan for implementation and execution.
Do	Implementation of service management	Implement objectives and plans.
Check	Monitoring, measurement, and reviewing	Evaluate the achievement of objectives and plans.
Act	Continual improvement	Improve effectiveness and efficiency.

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The ITSMS certification system recommends the establishment of ITSMS with the following four steps.

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[Step 1: Gap analysis] The service provider uses BIP0005/PD0015 (i.e., checklist for the operations manager describing the overview of service management) to investigate the current status of service management and identifies gaps between the current status and the requirements. The service provider defines requirements for correcting these gaps and prepares an establishment plan for the service management system.

[Step 2: Establishment of service management system] The service provider forms the service management organization including the management team and clarifies responsibilities regarding service quality. Furthermore, in order to be able to perform the operational management of a service appropriately, the service provider plans the documentation of operation methods/manuals and the training of the operations manager. · 1 question

[Step 3: Implementation of service management plan] The service provider prepares and implements a service management plan including targets of service management, processes and roles/responsibilities of members, methods of monitoring, evaluation and improvement of service quality, and process improvement cycle of service management.

[Step 4: Implementation of service management processes] The design and transition of new or changed services and the service management processes are implemented on the basis of the service management plan.