What is Service Management Plan ?

Service Management Plan describe how Service Management System will be implemented across the
organisation. Service Management System (SMS) are aligned with the framework in the ITSM standard ISO/IEC 20000-2011. Processes created in the SMS initiatives ensure the achievement of the Service Management objectives. Policy for specific process such as Incident Management Process shall have separate policy and applying the same with the remaining of the process. In a nutshell, together with the Service Management Plan you should also develop Service Management Policy which will act as a overarching document that describe how the SMS will perform. The Service Management Plan describes how a operation team will implement SMS.

The following detail shall be covered in Service Management Plan Framework :

• Process Integration - One of the strength ITIL has is uses the output of one process and becomes input to another. A good example is Configuration Management, this process glues almost all the resolution processes and integrates with each other. As an example, The affected CI in Incident provides data for Problem Management which is to identify the root cause. Draw a map or tables which shows the interfaces.
• Functions - People involved to operate and execute the process.
• Service Management Objectives - Objective the management is trying to achieve at the end of  the ITSM implementation. 
• Scope of Operations - Describing operational support systems and coverage. 
• Location where the Operation will be taking place. Most organisation have a centralized location but some depending on the delivery method may have another location for DR and contingency purpose.
• Operation hours
• Escalation details
• Support model
• Service Performance measures and targets
• Process to be implemented or executed - Define the processes that will be implemented such as Resolution , Service delivery and Control related. Explain briefly the function of each process and how it helps the organisation in achieving the target. Individual process shall have a separate document number or title which is worth mentioning in this section.
• Explain the Roles and Responsibility briefly. Segregate it with be functional and process roles. As an example the Team Lead of a department may also be the Process Management for Incident Management or Service Delivery Manager is also the Service Level and Service Catalogue Manager. Support the Roles and Responsibility with Organisation Chart. Don't limit the roles within the organisation but try to explore if there are any interface with Supplier Organisation. As an example, Hardware breakfix for servers located in remote area might be covered with IBM. So add them in the Roles and Responsibility as resolver. Map the roles against each process. As an example Incident Management Process has the following roles :

> Process Owner
> Process Manager
> Major Incident Manager
> Problem Manager
> Resolver : System Engineer
> Service Desk Agents
  > Service Desk Manager
> Service Level Manager

• Infrastructure Management tools - Explain the tools used to support the operations such as remote logging tools ( SSH or Putty), service desk tools, monitoring tools, element management tools or any network management tools for IP addresss. 
• Stage of implementation - Explain briefly on the execution each of this phases will work. For obvious reason, it would be good to start with prototype the process, build the process, implement the process and finally process tuning.
• Finally for the benefit of others and completeness of the plan, attach a project plan depicting the start and finish of tasks and milestones.