12. Service Management System (SMS)
One of the key differences between ITIL® and ISO/IEC 20000 is the requirement to define a Management System. For quality, ISO 9001 required a Quality Management System (QMS); for services, ISO/IEC 20000 requires a Service Management System (SMS). It is possible to integrate the two standards to form a Quality and Service Management System (QSMS).
Similarly, we can integrate ISO/IEC 27001 requirements relating to information security, cybersecurity and privacy protection.
Service management system: the organization must establish, implement, maintain and continuously improve an SMS, including the necessary processes and their interactions, in accordance with the requirements of the standard (ISO/IEC 20000, § 4.4).
The service...
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Service Management System (SMS)
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Bibliography
- (1) - - https://www.itsmf.fr
- (2) - - http://www.ogc.gov.uk
- (3)...
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