In the planning and implementation of the service management account must be taken of the decisions made (targets), processes and defined responsibilities. A Quality Management System (QA) forms the basis for this. The development of a QA system is a demanding task and requires understanding of the purpose, guidelines and targets as well as the processes involved. This interrelationship is known as “Planning and Implementation of the Service Management”.

The Deming cycle (Plan-Do-Check-Act) must be embedded within the organization. In this context it is important to document the successful application of this model. The output of each activity simultaneously represents the input for the next activity. The feedback between the processes is presented consistently and in transparent form.

It is important for the service management employees to be well-versed in the basic principles of service quality, the service management processes as well as their own personal contribution. This principle ensures that measures can be taken at any time in order to increase the effectiveness and efficiency of the service delivery.

When implementing and reviewing the service management processes the requirements under this section must be applied not only for the management system as a whole but also for each individual process in the ISO 20000 management system.