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Establish, implement, and maintain a Service Management System.


CONTROL ID
13889
CONTROL TYPE
Business Processes
CLASSIFICATION
Preventive

SUPPORTING AND SUPPORTED CONTROLS



This Control directly supports the implied Control(s):
  • Operational management, CC ID: 00805

This Control has the following implementation support Control(s):
  • Establish and maintain a scope statement for the Service Management System., CC ID: 13890
  • Establish, implement, and maintain a service management program., CC ID: 11388


SELECTED AUTHORITY DOCUMENTS COMPLIED WITH



  • ensuring that the SMS achieves its intended outcome(s); (§ 5.1 ¶ 1(i), ISO/IEC 20000-1:2018, Information technology — Service management —Part 1: Service management system requirements, Third Edition)
  • When planning for the SMS, the organization shall consider the issues referred to in 4.1 and the requirements referred to in 4.2 and determine the risks and opportunities that need to be addressed to: (§ 6.1.1 ¶ 1, ISO/IEC 20000-1:2018, Information technology — Service management —Part 1: Service management system requirements, Third Edition)
  • making changes to the SMS, if necessary; (§ 10.2 ¶ 3(c), ISO/IEC 20000-1:2018, Information technology — Service management —Part 1: Service management system requirements, Third Edition)
  • make changes to the SMS, if necessary. (§ 10.1.1 ¶ 1(e), ISO/IEC 20000-1:2018, Information technology — Service management —Part 1: Service management system requirements, Third Edition)
  • The organization shall operate the SMS ensuring co-ordination of the activities and the resources. The organization shall perform the activities required to deliver services. (§ 8.2.1 ¶ 1, ISO/IEC 20000-1:2018, Information technology — Service management —Part 1: Service management system requirements, Third Edition)