Service management planning and implementation
ITIL® et ISO 20000

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).

Figure 9 illustrates the application of PDCA to service management....