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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...
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Planning and implementation of new or modified services
Service management system
Bibliography
Software tools
AUDIT DIAGNOSTIC EVALUATION SYSTEM (ADES), May 2009, CPI CONSEIL 6 rue de la Corniche, 91120 PALAISEAU, France.
Websites
CPI CONSEIL, assessing, auditing, certifying for improvement http://cpi.conseil.free.fr/
AFNOR BOUTIQUE, Ten keys to service management – From ITIL to ISO 20000 http://www.boutique.afnor.org/LIV7DetailLivre.aspx?CLE_ART=FA090923=LIVZLIVZ1A10A201A206=1=2784026
...Standards and norms
- Quality management systems – Basic principles and vocabulary - ISO 9000 - 2005
- Specification for IT service management – Part 1: specifications - BSI 15000-1 - 2002
- Specification for IT service management – Part 2: code of practice for service management - BSI 15000-2 - 2002
- Information Technology – Service management – Part 1: Specifications - ISO/CEI 20000-1 - 2005
- Information Technology...
Directory
Information Technology Service Management Forum (itSMF France) http://www.itsmf.fr
Office of Government Commerce http://www.ogc.gov.uk
The Ultimate Scientific and Technical Reference
