Conveners
Selected general aspects of establishing a service management system (SMS)
- Thomas Schaaf (Ludwig-Maximilians-Universität München)
Description
Top management responsibility
– Commitment and leadership
– Governance and policies
Documentation
– Documents and records
– Document control
Defining the scope of service management
The PDCA cycle applied to the SMS
– Planning service management (PLAN)
– Implementing service management (DO)
– Monitoring and reviewing service management (CHECK)
– Continually improving service management (ACT)
