Section 4 IT Service Leadership
asks you to start by making
a commitment to service management and accepting responsibility
for it. It then asks you to develop a service
service management responsibilities, to define service
management communication procedures, and to establish
service management documents and records.
Section 4 also asks you to identify all
processes operated by other
parties and to demonstrate that they are capable
of directing and
controlling these processes. And finally, it asks you to
service management system (SMS) and to provide the
needed to develop, implement, operate, monitor, maintain, audit,
review, and improve this system.
We’ve chosen to use the heading Service
Leadership (instead of
"Service management system general requirements")
management is repeatedly asked to meet section 4 requirements
and because we believe that it more
accurately captures the
essential nature of this section.
Section 5 IT Service Development
asks you to control the
design and redesign of your services, to plan service additions,
changes, and removals, and to test new or changed
prior to deployment.
Section 6 IT Service Delivery
asks you to establish agreements
to control service delivery, to
establish reporting methods, and to
prepare service reports. It also asks you to clarify
and availability requirements, to
prepare service continuity and
availability plans, and to monitor
and test the availability of your
services. In addition, it asks you to establish
and accounting process, policies, and procedures.
Section 6 also asks you to identify service
to develop service capacity plans, and to provide sufficient
And finally, it asks you to develop an
information security policy, to
implement controls, and to manage security changes and
Section 7 IT Service Relationships
asks you to manage your
relationship with service customers
and service suppliers. More
specifically, it asks
you to establish a customer relationship
management process, to measure customer satisfaction, to
service performance, and to control changes to service
and service requirements. Similarly, it asks you to establish a
relationship management process,
to manage the relationship you
have with suppliers, and to
monitor and measure their performance.
Section 8 IT Service Resolution
asks you to establish procedures
service incidents, to address
requests, and to
identify and resolve service
problems. More specifically, it asks you
to clarify how service incidents
and requests should be recorded,
prioritized, classified, reported, updated, escalated, and
And it asks you to define how service
problems should be
investigated, analyzed, and resolved.
9 IT Service Control asks you to establish a
management process, a change management process, and a release
and deployment management process.
More specifically, it asks you
to prepare a procedure to manage
configuration items and to develop
configuration management database.
And it asks you to formulate
a change management policy
and to prepare procedures to manage
change. And finally, it asks you to develop a release
policy, to prepare release and deployment plans, to test
to deployment, and to manage and control unsuccessful releases.