Service Management Policy

INNOVA-WIDE-SMS POL-01 REV 00

• Service Management shall include service planning, service monitoring, and service closure activities.
• For service planning, clear management direction and documented responsibilities must be established for review, authorization, communication, implementation, and maintenance of plans.
• Roles and responsibilities for all processes must be defined.
• Service Level Management shall maintain a list of delivered services within one or more service catalogs.
• Each delivered service must be defined, agreed upon, and documented in one or more Service Level Agreements (SLAs).
• The full scope of delivered services, along with corresponding service level objectives and workload characteristics, must be agreed upon by all parties and recorded.
• Supplier contracts and corresponding procedures must be agreed upon and documented by all relevant parties.
• Service Level Agreements must be maintained through regular reviews by all parties to ensure they remain current and effective over time. This shall be governed by the Change Management process.
• Service levels must be monitored and reported against defined objectives, including current performance information and trend analysis.
• A Service Management Plan must be established, reviewed, and approved (baseline). It shall include all planning activities required to implement and deliver service management (such as Incident Management, Problem Management, etc.).
• Service monitoring shall implement the Service Management Plan, track and analyze issues and risks, and monitor commitments from various stakeholders. It shall also include measurement and review activities to verify achievement of the plan.
• Based on the above activities, improvement and continual improvement actions must be identified to enhance the effectiveness and efficiency of service delivery and management.
• A formal service complaint definition must be agreed upon with the customer.
• Causes of nonconformities must be reported and reviewed. Identified improvement actions must be recorded during this process and submitted as inputs to the Service Improvement Plan.
• An overview of various policies and commitments is provided in the detailed Service Management Policy documentation below.