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12. Service management system
One of the key differences between ITIL ® and ISO 20000 is the requirement to define a Management System. For quality, ISO 9001 required a Quality Management System (QMS); for services, ISO 20000 requires a Service Management System (SMS). It is possible to integrate the two standards and create a Quality and Service Management System (QSMS).
ISO/CEI 27001 requirements for information systems security can also be integrated.
The service management system is a structure for the efficient management and implementation of all services. In particular, the international standard requires that this management system addresses the following three fundamental themes.
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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
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