ISO20000 Implementation Guide v10
Alternatively, it is fair to say that, in general, if you implement your SMS in the order of the ISO20000 standard from section 4 to section 10 you will not go far wrong.
Start
Obtain management commitment
Define scope and context of the SMS
Plan the project
Risk and opportunity assessment
Service management policy
SMS objectives and overall management system
Roles, responsibilities and authorities
Operational process
Internal auditing
External audit stage two (certification)
External audit stage one
Management review
Finish
Figure 2: Simple 12-step project approach
A simple twelve-step sequence for the route to certification is shown in Figure 2. As suggested, this effectively steps through the standard in order although it starts with the foundation for the project (and for the ongoing SMS) which is obtaining management commitment. Whichever approach you decide to take, once a project manager has been appointed and the project has been planned and started, it’s a good idea to keep an eye on the gap assessment you carried out earlier and update it as you continue your journey towards
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