11. Planning and implementation of new or modified services

ISO 20000 requires that the implementation of new services or changes to existing services be controlled.

The service provider must take all impacts into account, and changes must be planned (see the change management process). This planning must integrate :

• new objectives ;

• budgets ;

• human resources ;

• existing requirements and service levels;

• service level agreements (SLAs) ;

• processes, procedures, documentation ;

• expected results ;

• service acceptance criteria.

And plan to organize all the resources and communication needed to ensure the success...