Policy – Service Management System (SMS)

Title / Policy –Service Management System
Classification / Internal Use Only
Author / Probal Choudhuri
Reviewer (suitability and adequacy) / ITSM Manager
Approver (suitability and adequacy) / CEO/MD
Policy/Document Owner / ITSM Manager
Current Version / 1.0
First Document Release Date / 12h December 2016
Modification History:
S. No. / Description of Change / Date of Change / Version No.
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Table of Contents

1.Purpose......

2.ISO 20000 Reference......

3.Policy......

4.Reference Documentation......

5.Policy Review......

1.Purpose

Company is engaged in delivery of data centre services from NJ, US[PC1].

The purpose of service management system (SMS) policy is to provide optimum satisfaction to IT customer in the delivery of IT services.

Company therefore aims at providing ‘best of class’ service delivery that ensures customer satisfaction on one hand, and compliance to industry best practices, on the other.

The existence of this policy is a testimony of management commitment to continually improve the service management system and its commitment to ISO 20000-1: 2011 requirements.

2.ISO 20000 Reference

4.1.2 – Service Management Policy

3.Policy

SMS Objectives[PC2]

Top management considers the following as key SMS objectives:

  • Customer Service fulfillment – Management would make all reasonable efforts to ensure customer requirements
  • Legal Compliance - Company will ensure all activities are in line law of the land
  • Risk Management – Company shall ensure all reasonable controls are in place

Framework

In order to operate the SMS a forum is created which combines representations form all units of the IT service organisation, which combines dedicated and shared responsibilities:

  • Top Management
  • ITSM/SMS Manager
  • Process Champions
  • Service Manager/Champions
  • Service Members
  • Process Members
  • Internal Auditors

Individuals are nominated to play the above listed roles.

The SMS Forum facilitates the implementation of this policy through the defined policies and procedures. A dedicated role of ITSM manager spearheads the implementation and ensures commitment in the entire business lifecycle.

SMS Annual Program

A structured customer driven approach of “Plan - Do - Check - Act” is followed to build, assesses, review and maintain the service management system (SMS) that in turn ensures customer satisfaction. The annual program has the following key management system principles built.

  • Plan the SMS (Plan)
  • Implement and operate the SMS (Do)
  • Monitor and review the SMS (Check)
  • Internal audit
  • Management review
  • Maintain and improve the SMS (Act)

Records

People, process and technology exists to support the methodology, which includes customer requirements (such as SLA), mandatory requirements of ISO 20000, and a combination of policies both at the strategic and operational levels, some of which are referred (not exhaustive):

  • Service Catalogue
  • SMS roles & responsibilities
  • SMS Annual Plan
  • ISO 20000 process specific policies, process and responsibilities

In addition to the above, additional documents in the form of policy, procedures, technology, records, and metrics are defined and implemented

4.Reference Documentation

  • SMS Role Nominations
  • SMS Communication

5.Policy Review

The policy is reviewed annually and/or when significant changes occur.

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[PC1]Write about the company, its IT services, and how critical is the SMS program

[PC2]These objstives so set, will have to be measured.