ISO 20000 : Clause 8 - Operation of the service management system

by Alex .

Our service management system is built to offer a full range of solutions to enhance your organization's productivity and efficiency. It enables you to keep an eye on, track, and manage every element of your company, from straightforward operations like keeping tabs on inventory levels or client relations to more intricate ones like managing your human resources and finances. Additionally, our system offers real-time data to assist you in making quick and simple strategic decisions. Additionally, you can quickly and easily get the information you require thanks to the ease of use and navigation of our service management system.



Any successful business must have effective service management. To ensure the best degree of customer service, it is a well-organized process that involves the synchronization of individuals, resources, and processes. Many businesses rely on service management software to assist them in managing the varied customer needs and making sure that all questions are resolved quickly and effectively. This powerful software can assist businesses in maintaining organization and providing prompt customer support and complaint handling.

Objectives in the service management system:

A service management system's goals are to guarantee that service levels are fulfilled, to increase effectiveness and efficiency, and to offer a framework for ongoing development. A service management system should be created to specifically address the requirements of the organization and its clients.

A service management system needs to be incorporated into the organization's broader business plan to be effective. Senior management should back it, and everyone on staff needs to be aware of and dedicated to the system's goals. A service management system's goals should be reviewed frequently to make sure they are still applicable and reachable.

ISO 20000 Templates

Clause 8.1 - Operational planning and control in service management

A crucial component of service management is operational planning and control. They assist in making sure that service delivery satisfies both customer and corporate goals. The actions and resources needed to deliver a service are identified as part of operational planning. It also includes creating schedules and spending plans for these tasks.
ISO 20000-Clause 8 Operation of the service management system control the supply of services is on schedule and that any deviations are quickly fixed. It also entails keeping a frequent eye on key performance indicators to spot areas that could use improvement. Effective operational planning and control can aid service firms in enhancing their general performance and providing their clients with better services.

Clause 8.2 - Service Portfolio

Operational planning and control are essential aspects of service management. They help ensure that service delivery meets customer expectations and business objectives. Operational planning involves identifying the resources and activities required to deliver a service. It also encompasses the development of timelines and budgets for these activities.

Operational control ensures that service delivery is on track and that any deviations are corrected promptly. It also involves regularly monitoring key performance indicators to identify areas for improvement. Implementing effective operational planning and control can help service organizations improve their overall performance and deliver superior service to their customers.

Clause  8.2.1 - Service Delivery

An international standard known as ISO 20000-Operation of the service management system outlines the specifications (SMS). It is intended to assist enterprises in providing clients with efficient and effective services. An SMS can be planned, established, put into operation, monitored, reviewed, maintained, and improved using the structure provided by the standard. It covers a wide range of tasks, such as service assistance, relationship management, and service delivery. Some of the fundamental guidelines for providing services in an SMS that complies with ISO 20000 include:

  • delivering services that satisfy the needs and expectations of customers
  • opening avenues of communication with customers and keeping them open
  • delivering pertinent responses in a timely manner to client requests and questions
  • Assuring the existence and observance of service-level agreements (SLAs) and other agreements linked to services.
  • Managing dangers and problems that might impact the provision of services
  • ensuring effective and efficient service delivery procedures

By following these principles, organizations can improve the quality and reliability of their service delivery and build trust and confidence with their customers.

Clause  8.2.2 - Plan the services

Planning is a crucial component of providing services in an SMS that complies with ISO 20000 Clause 8. Among the crucial tasks in planning the provision of services are:

  • The provision of services in an SMS that complies with ISO 20000 requires careful planning. Planning the supply of services involves many important duties, including Identifying the services to be provided This comprises naming the services that the business will offer to its clients and outlining each service's characteristics, levels of service, and other features.
  • Establishing service-level agreements (SLAs): An SLA is a contract between a business and a client that outlines the conditions and terms of the provision of services. They should be used to specify the service levels, availability, and other performance-related attributes of the services.
  • Identifying the resources required to deliver the services, such as the personnel, equipment, and other resources that will be required.
  • Creating and documenting the processes that will be utilized to deliver services to clients is known as developing service delivery processes. The procedures must be quick, accurate, and sensitive to consumer needs.
  • Creating service delivery metrics: Metrics are used to gauge how well service delivery procedures are working and to pinpoint areas that need improvement. Service accessibility, response time, and resolution time are some typical measures.

By following these steps, organizations can ensure that their service delivery is well-planned and aligned with customer needs.

ISO 20000 Templates

Clause 8.2.3 - Control of parties involved in the service lifecycle

An organization's service management system must meet the standards of the international standard ISO 20000 Clause 8 (SMS). It is intended to assist enterprises in managing and delivering services to their clients more effectively. The standard is based on the ITIL framework for IT service management and the ISO 9001:2015 quality management system standard.
Control over the parties participating in the service lifecycle is one of ISO 20000's essential requirements. The procedure for identifying and managing the relationships with service providers, service level agreements (SLAs), and other pertinent contracts must be in place.

The standard also stipulates that businesses must have procedures in place to guarantee that service providers have the tools, resources, and expertise required to offer the services that have been agreed upon. Programs for training and development as well as checks to make sure service providers are carrying out their commitments under SLAs and other contracts may be included in this. In order to ensure that services are delivered consistently and effectively to satisfy the needs of the company and its clients, it is important to exert control over the parties participating in the service lifecycle.

Clause 8.2.4 - Service catalogue management

A list of every service that a business offers is contained in the service catalogue, which is a document in the ISO 20000 standard. Each service should be fully explained, including its objective, the benefits it provides, and the set service level objectives. The service catalogue is a crucial tool for managing services inside a business. It helps to ensure that every service is precisely described, documented, and shared with the appropriate parties. It also serves as a reference point for service level management, which ensures that the business honours its commitments to customers.
The maintenance of the service catalogue is a crucial aspect of a company's service management system (SMS). In ISO 20000, there are special standards for service catalogue management. Establishing a procedure for developing, maintaining, and reviewing the service catalogue

  • making sure the service catalogue is accurate, updated, and complete
  • ensuring that the right people are informed about the service catalogue.
  • making sure that the service catalogue serves as the foundation for service level management.

The main goal of service catalogue management is to ensure that the business has a clear understanding of the services it offers and is capable of continuously and satisfactorily exceeding the expectations of its customers

Clause 8.2.5 - Asset Management

An organization's service management system must meet the standards of the international standard ISO 20000. (SMS). The management of assets, which includes the selection, oversight, and upkeep of the equipment, software, and other resources required to provide services, is one feature of an SMS.
Effective asset management in an ISO 20000-compliant SMS involves several key activities:

ISO 20000-Operation of the service management system

  • Asset identification and cataloguing entails making a thorough inventory of all resources, including hardware, software, and other resources, and giving each resource a special identifier.
  • Assets should be prioritized and classified based on how important they are to the organization and the services they support. This will assist the company in identifying the assets that need the most care and support.
  • Managing the asset lifecycle involves tasks like purchasing, deploying, maintaining, and disposing of assets.
  • Monitoring and reporting on asset status entails keeping track of each asset's location, state, and any required maintenance or repairs.
  • Keeping assets secure entails taking precautions against illegal access and tampering, as well as making sure that they are used properly and in accordance with any applicable policies or regulations.

Organizations may ensure that their assets are effectively managed and maintained by adhering to these best practise, which in turn helps to assure the availability and dependability of the services they offer.

Clause 8.2.6 - configuration management

According to ISO 20000 Clause 8 Operation of the service management system standard, configuration management is a crucial component of a company's service management system (SMS). The process of identifying, regulating, and maintaining the hardware, software, and other resources that are utilized to offer services is known as configuration management.
The main objectives of configuration management in an ISO 20000-compliant SMS are to:

  • The hardware, software, and other resources that make up the SMS are identified and documented as configuration items (CIs).
  • Identify and uphold the connections between CIs, including their dependencies and implications.
  • Make that CIs are appropriately managed and tracked at every stage of their lifecycle, including procurement, deployment, upkeep, and disposal.
  • Keep the SMS setup documentation correct and up to date.
  • Implement procedures for handling modifications to the SMS's configuration.

Because it enables businesses to track and manage changes to these components, configuration management is crucial for understanding the components of their SMS and how they work together. In turn, this promotes the dependability and accessibility of the SMS services.


The effectiveness of a ISO 20000-Clause 8 Operation of the service management system (SMS) is essential to an organization's success. An SMS is a collection of procedures, guidelines, and instruments used to organize, carry out, and support the services offered by a company. An SMS's main objectives are to make sure the services are efficient and successful and that they continue to meet the needs of customers and stakeholders.
To operate an SMS effectively, an organization should:

  • Define the company's offerings and the expectations of its stakeholders and clients clearly.
  • Create procedures for organizing, providing, and sustaining the services.
  • Implement management and performance-tracking systems and tools for the services.
  • Continually assess the performance of the services and make use of the data to pinpoint areas that could be made better.
  • Engage stakeholders and customers to collect feedback and find areas for improvement.

By adhering to these best practise, a company can make sure that its SMS is efficiently run and capable of providing high-quality services that satisfy its clients' and stakeholders' expectations.


ISO 20000 Clause: 

ISO 20000 Templates