The senior responsible owner should ensure that evidence is available for an audit of service management policies, plans and procedures, and any activities related to these.
Much of the evidence of service management planning and operations should exist in the form of documents, which may be any type, form or medium suitable for their purpose.
The following documents are normally considered suitable as evidence of service management planning.
- Policies and plans
- Service documentation
- Procedures
- Processes
- Process control records.
There should be a process for the creation and management of documents to help ensure that the characteristics described are met.
ISO/IEC 20000 certification demonstrates that an organization has adequate controls and procedures in place to consistently deliver a cost effective, quality IT service.