Business Alignment
The provision of services shall be aligned to customer and user needs.
- Services shall be delivered to a defined quality, sufficient to satisfy requirements identified from business processes.
- A clear service portfolio shall be developed and maintained as a basis for all service delivery and service management activities.
- For all services, a corporate level SLA and / or specific SLAs, which have been agreed with relevant stakeholders, shall be in place.
Process Approach
To effectively manage services and underlying components, an SMS framework process-based approach for service management shall be adopted.- All required processes shall be defined, communicated, and improved based on business needs and feedback from people and parties involved.
- All roles and responsibilities for managing services (including roles as part of service management processes) shall be clearly defined.
Continual Improvement
Service management processes shall be continually improved.
- Feedback from business stakeholders shall be used to continually improve service quality. All proposals for improvements shall be recorded and evaluated.
- Service management shall be improved based on continual monitoring of process performance and effectiveness.