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Service Management objectives and quality objectives

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Guest user Created:   Apr 13, 2016 Last commented:   Apr 13, 2016

Service Management objectives and quality objectives

Is setting up a quality objective as per 9001:2015 and service management objective as per 20001:2011 every year a mandate as per standard. Because sometime as per scenario it is not possible, feasible, practical to chose a objective then prepare a plan to achieve them and chose next new objective. Running objective should be fine that needs to be monitored, maintained and improved if any pain area is found as service improvement plan. After all aim of both clause "Setting up a objective" and "service improvement plan" is same.
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Step-by-step implementation for smaller companies.

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Branimir Valentic Apr 13, 2016

Answer:
Setting up objectives is mandatory but there is no fix-defined period how often they should be changed/updated. Review of objectives (whether quality or service management) should take place at least once a year. And, as you said, they should be measured and adapted accordingly to the results. But to set completely new objectives once a year - I think that's not possible. Additionally, objectives should point into mission/vision direction so they will be, from time-to-time, slightly adapted.

Is Quantitati ve Measurement is not a mandate from Standard Point of view. Lots of people debate on this. What is exactly. As per me It must measurable but how you are measuring it is matter of choice.

Answer:
Measurement should be quantitative. This means that you have to have exact values which are result of measurement. They are compared to expected/desired/required numbers. Consequence is to define what to do or where to go once you have quantitative results.
Read the article "Facing reality – measurements in ITIL" https://advisera.com/20000academy/blog/2013/04/02/facing-reality-measurements-itil/ to learn more.

If aim of both Quality objective, Service Management objective and Service Improvement Plan is same then why to have to at same place. Main question is again same is it mandatory from Standard Point of view to have a objective for a time bound period and then achieve it. Can't we have a running objectives. Is it Non-conformance ?

Answer:
Quality objectives and Service Management objectives do not need, necessarily, same. Service Improvement Plan is your plan (containing concrete measures) how to achieve improvements. It could directly affect your service management objectives but it could affect some e.g. operational activity or some part of the service which does not directly influence service management objective. So, I think is't not possible to declare Service Improvement Plan same as Service Management objective. Read the article "ITIL Continual Service Improvement – don’t lose the momentum" https://advisera.com/20000academy/blog/2014/04/15/itil-continual-service-improvement-dont-lose-momentum/ and "ITIL CSI 7-step improvement process: How to analyze and present findings" https://advisera.com/20000academy/blog/2015/07/21/itil-csi-7-step-improvement-process-how-to-analyze-and-present-findings/ to learn more about improvement in IT Service Management.

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Apr 13, 2016

Apr 13, 2016

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