Hi,
I'm currently working on the upgrade of ISO20000-2011 to -2018 within our organization. I'm not sure about the topics to be covered in the mandatory Service Management Plan.
I appreciate any explanation.
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Detailed requirements can be found in section 6.3. of the ISO 20000-1:2018 standard. They are not much different than in 2011 revision of the standard. So, in order to find out what should be the content of the SMS Plan, please check the template in our Documentation toolkit
Service Management System (SMS) Plan https://advisera.com//wp-content/uploads//sites/6/2015/06/Service_Management_System_Plan_Premium_EN.pdf
and following article
What are the content and purpose of the ISO 20000 SMS Plan? https://advisera.com/20000academy/blog/2017/10/03/what-are-the-content-and-purpose-of-the-iso-20000-sms-plan/
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Mar 09, 2020