{"id":4465,"date":"2014-11-18T23:23:35","date_gmt":"2014-11-18T23:23:35","guid":{"rendered":"https:\/\/multiacademstg.wpengine.com\/20000academy\/blog\/2014\/11\/18\/service-management-system-review-does-it-really-matter\/"},"modified":"2025-06-13T14:12:34","modified_gmt":"2025-06-13T14:12:34","slug":"service-management-system-review-does-it-really-matter","status":"publish","type":"post","link":"https:\/\/staging.advisera.com\/20000academy\/blog\/2014\/11\/18\/service-management-system-review-does-it-really-matter\/","title":{"rendered":"Service Management System Review \u2013 Does it really matter?"},"content":{"rendered":"<p>So, you have implemented a Service Management System (SMS) according to <a href=\"https:\/\/staging.advisera.com\/20000academy\/what-is-iso-20000\/\" target=\"_blank\" rel=\"noopener noreferrer\">ISO\/IEC 20000<\/a>. You wonder \u2013 does anyone care? \u201cAnyone\u201d means your superior.<\/p>\n<p>Try, just for few moments, to put yourself in your CIO\u2019s shoes:<\/p>\n<ul>\n<li>He convinced the Board of Management that a SMS is needed and got approval for the budget.<\/li>\n<li>He is responsible to support business processes with IT services. Certainly, some of them are crucial for the company\u2019s existence.<\/li>\n<li>People on that level are extremely focused on efficiency.<\/li>\n<\/ul>\n<p>You can bet that he is interested in the SMS. One more thing \u2013 according to ISO\/IEC 20000-1:2011 he is obliged to care \u2013 there is a requirement for management review.<\/p>\n<h2 style=\"padding-top: 10px; padding-bottom: 10px;\">Motivation and targets for review<\/h2>\n<p>A SMS includes many processes, roles, measurements, reports, plans, etc. On the other side, management review should be concise. The logical question is \u2013 how do you merge these two opposing issues?<\/p>\n<p>When you start SMS implementation, one of the first things you do is define the <a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-documentation-toolkit\/?rel=sms-related-documents&amp;doc=service-management-system-scope\" target=\"_blank\" rel=\"noopener\">scope<\/a>\u00a0of the SMS. The scope depends on the business <a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-documentation-toolkit\/?rel=relationship-and-agreement-processes&amp;doc=service-level-requirements\" target=\"_blank\" rel=\"noopener\">requirements<\/a>,\u00a0which depend on the customer requirements. Your SMS efficiency depends on satisfying customer needs. If you are responsible for the SMS, I am sure that you would be eager to be sure that customer requirements are met. And there you go \u2013 the first, but very important motivation for SMS review.<\/p>\n<p>The \u201cstory\u201d with customer requirements goes on \u2013 they can change. Changing customer requirements, i.e., customer needs, require services to adapt. Change will follow that requirement and top management wants to be sure that this happened.<br \/>\n<div id=\"middle-banner\" class=\"banner-shortcode\"><\/div><script>loadMiddleBanner();<\/script><br \/>\n<div id=\"side-banner-trigger\" class=\"banner-shortcode\"><\/div><br \/>\nLet\u2019s focus on internal organization issues that could be addressed by management review:<\/p>\n<ul>\n<li>Internal regulation \u2013 every settled organization has policies, standards, and objectives to comply with.<\/li>\n<li>Reports \u2013 we use them, e.g., to be sure that we are on the correct course. That could be measurement reports or audit (both external as well as internal) reports. What\u2019s important is that reports provide hard facts that are excellent starting points to make decisions.<\/li>\n<li>Customer feedback \u2013 there are many ways that we can get feedback from our customer regarding services that we provide. For example, a customer satisfaction survey is one of them. Analysis of the survey\u2019s results is a very good topic for management review.<\/li>\n<li>Changes \u2013 once the SMS is established, that doesn\u2019t mean that nothing will be <a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-documentation-toolkit\/?rel=service-design-build-and-transition-processes&amp;doc=request-for-change-and-change-record\" target=\"_blank\" rel=\"noopener\">changed<\/a>. Quite the contrary \u2013 I\u2019ve never seen a SMS that doesn\u2019t change. This includes changes of functionality or technological changes. The outcome of changes is also one of the topics that need to be discussed at the management review meeting. The reason is, e.g., analysis of efficiency during change implementation. Or, there could be technological changes that affect our services. The management review meeting is a good place to start an upgrade in technology for existing services (e.g. usage of RF technology instead of barcodes for warehouse inventory).<\/li>\n<li>Review \u2013 except for the first management review meeting, it\u2019s important that results of previously defined action items or improvement measures are presented or analyzed at the meeting. This will ensure that agreements made at the meeting are taken seriously.<\/li>\n<\/ul>\n<p>SMS is a live system and offers many topics that could be discussed at a management review meeting. Fulfillment of customer requirements is certainly an unavoidable topic, but how do you pick other topics? It\u2019s hard to say \u2013 it depends on the services, organization, management of the SMS\u2026 but whatever can add value to effectiveness and improve existing performance is certainly welcome as a topic.<\/p>\n<h2 style=\"padding-top: 10px; padding-bottom: 10px;\">Responsibilities for review<\/h2>\n<p>As you can see, there are many elements related to a management review meeting. It\u2019s a good idea to have one (not more than that) responsible person to prepare data, organize the meeting, and follow up on the outcomes. An SMS Manager is the ideal role for that task. He has an overview of the SMS and the services, is involved in measurement, and has an active role in customer or user management (e.g., through the <a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-documentation-toolkit\/?rel=relationship-and-agreement-processes&amp;doc=service-level-management-process\" target=\"_blank\" rel=\"noopener\">Service Level Management<\/a> or <a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-documentation-toolkit\/?rel=relationship-and-agreement-processes&amp;doc=business-relationship-management-process\" target=\"_blank\" rel=\"noopener\">Business Relationship Management processes<\/a>).<\/p>\n<p>One requirement of ISO\/IEC 20000-1 is that top management performs management review. Who is top management? This is someone who directs and controls the service provider on the highest level (by the way, this definition is taken from <a href=\"https:\/\/staging.advisera.com\/9001academy\/what-is-iso-9001\/\" target=\"_blank\" rel=\"noopener noreferrer\">ISO 9000<\/a>). Usually, this is, e.g., the CIO (or Head of IT, IT Director\u2026 etc.) or, usually in smaller companies, the CEO.<\/p>\n<p>I already mentioned that the SMS Manager also has an important role in management review. He will cooperate with the Continual Service Improvement (CSI) Manager while preparing data for the meeting.<\/p>\n<h2 style=\"padding-top: 10px; padding-bottom: 10px;\">How about results?<\/h2>\n<p>Once one meeting takes place, the results should be documented (one of the requirements of ISO\/IEC 20000-1) and followed up. This will provide a tangible track for the next management review meeting, i.e., it will ensure that agreements, action items and improvement measures are taken seriously.<\/p>\n<p>How often do these meetings take place? I would say at least once a year. But, some companies operate in dynamic environments \u2013 they should increase the frequency of the meetings.<\/p>\n<p>An efficient SMS and a well-prepared management review meeting can open up new opportunities for the SMS Manager. More funds and additional resources to increase the organization\u2019s capability \u2013 what more could he wish for? But, he should also be careful what he wishes for \u2013 at the next review meeting there is one more thing to prove as effective.<\/p>\n<p><em>To implement ISO 20000 easily and efficiently, use our<\/em> <a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-documentation-toolkit\/\" target=\"_blank\" rel=\"noopener\">ISO 20000 Documentation Toolkit<\/a> <em>that provides step-by-step guidance for full ISO 20000 compliance.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>So, you have implemented a Service Management System (SMS) according to ISO\/IEC 20000. You wonder \u2013 does anyone care? \u201cAnyone\u201d means your superior. Try, just for few moments, to put yourself in your CIO\u2019s shoes: He convinced the Board of Management that a SMS is needed and got approval for the budget. He is responsible &#8230;<\/p>\n","protected":false},"author":32,"featured_media":17338,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[404,401,212,436,204,369],"class_list":["post-4465","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-customer","tag-isoiec-20000","tag-management","tag-review","tag-service","tag-sms"],"acf":[],"_links":{"self":[{"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/posts\/4465","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/users\/32"}],"replies":[{"embeddable":true,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/comments?post=4465"}],"version-history":[{"count":3,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/posts\/4465\/revisions"}],"predecessor-version":[{"id":18434,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/posts\/4465\/revisions\/18434"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/media\/17338"}],"wp:attachment":[{"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/media?parent=4465"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/categories?post=4465"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/tags?post=4465"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}