10. Service management planning and implementation
The implementation of service management as required by ISO 20000 is based on the virtuous circle of improvement developed by DEMING. This approach, better known as the "Deming wheel" (or PDCA), comprises four stages:
planning (Plan) ;
action (Do);
Check ;
improvement (Act).
William Edwards Deming (1900-1993) was a mathematics researcher at the U.S. Department of Agriculture and a sampling expert at the U.S. Census Bureau. The Japanese Quality Award also bears his name.
Figure 9 illustrates the application of PDCA to service management....
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Service management planning and implementation
Planning and implementation of new or modified services
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