The service provider must supply documents and records on the support given to the management process. This is intended to ensure effective planning, operation and monitoring of the service management processes.

A process must be installed for document and record production and management. The documents are the foundation and basis for verification that the service management guidelines are being adhered to.

A fundamental distinction must be drawn between two key elements

• Documents which record the management’s plans and intentions.
• Records that testify to the implementation.

It should be explained that service management exists not only on paper but is also actually practiced in all processes. Proof of this must be provided in an integrated form. It is the responsibility of the management to ensure that the basic principles and all processes are:

• documented,
• communicated,
• followed,
• regularly reviewed and
• improved.

Descriptive documents and corresponding records are required for this purpose.