Service Management Policy defines how Service Management will be implemented and managed within the organisation or department. ISO/IEC 20000 is used as a guideline for the development and implementation of the required SMS (Service Management System). The process depends significantly on ITIL best practices which has expanded superlatively from its early days to Internationally recognized specification.
Service Management Process is divided into :
Resolution Process
In the policy document, list of supported systems is also defined that is scoped for support and maintain. Management representatives consist of Process Owner, Manager or Process Analyst is defined. Their roles includes identification, documentation and fulfillment of service requirements, improvement of the individual process, Integration with other process and compliance with statutory, regulatory such as SOX and TD requirements.
Next section should cover governance of process operated by external entities. Usually this is managed through Service Level Management process using Underpinning Contract or agreements. The accountability of the process should remain with Owner instead of supplier.
Apart from Supplier governance, each process will have responsibility associated with it and summarized in RACI table. RACI stands for Responsible, Accountable, Consulted or Informed hence RACI. This is communicated and discussed with everyone to ensure awareness and accept the responsibilities.
Finally a section on how the process documents are organised and controlled for projects, transmittal and correspondences.
Service Management Process is divided into :
Resolution Process
- Incident
- Service Request
- Problem Management
- Includes Service Knowledge Management System
- Change Management
- Release and Deployment Management
- Configuration Management
- Service Level Management
- Service Reporting
- Service Continuity and Availability Management
- Capacity Management
- Information Security Management
- Business Relationship Management
- Supplier Management
In the policy document, list of supported systems is also defined that is scoped for support and maintain. Management representatives consist of Process Owner, Manager or Process Analyst is defined. Their roles includes identification, documentation and fulfillment of service requirements, improvement of the individual process, Integration with other process and compliance with statutory, regulatory such as SOX and TD requirements.
Next section should cover governance of process operated by external entities. Usually this is managed through Service Level Management process using Underpinning Contract or agreements. The accountability of the process should remain with Owner instead of supplier.
Apart from Supplier governance, each process will have responsibility associated with it and summarized in RACI table. RACI stands for Responsible, Accountable, Consulted or Informed hence RACI. This is communicated and discussed with everyone to ensure awareness and accept the responsibilities.
Finally a section on how the process documents are organised and controlled for projects, transmittal and correspondences.
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