Service management plan template: content and guidance
ISO/IEC 20000‐1:2018, clause 6.3, requires that a service management (SM) plan is produced.
This guidance template supports the production of the SM Plan with the mandatory contents list and suggestions for other contents which would be useful to include.
It is a requirement when developing the SM Plan to consider the SM policy and SM objectives so that there are no contradictions. Some organisations include these items in the SM Plan. The other requirements to consider when planning are the risks and opportunities identified in clause 6.1, service requirements identified in clause 4.2 and 8.2.2 and, of course, the requirements specified in ISO/IEC 20000‐1.
Another requirement in clause 6.3 once the SM Plan has been developed is that other planning activities maintain alignment with the SM Plan. The other mandatory plan in ISO/IEC 20000‐1 is the Service Continuity Plan. There are other planning activities which may result in plans e.g. plans for new or changed services and release plans.
Available as a .pdf here.