4.1 Plan
1T＋2PI＋4R+持续改进(QoS be managed,
audited, improved)
5W1H Process: 常态的 Interfaces Project:非常态的 Impact Scope
目标
质量
Tool Role Responsibility
Resource
Risk
1. Clear mgmt direction and documented responsibilities for: reviewing, authorizing, communicating,
implementing and maintaining the plan;
2. 此为纲领性文件，所以：any process specific plans produced shall be compatible with this SM
plan.
4.2 Do
Objective: To implement the service management objectives and plan.
工作内容就是分配各种资源：钱，人，培训….
4.3 Check
目标：
To monitor, measure, and review that the service management objectives and plan are being achieved。
监视、测量和评审服务管理的目标和计划的达成情况
Check
Audit
Review Monitor /measure service mgmt processes 偏重于查符合/不符合 —>4.2 查风险 —> 4.1 偏重于查变化 (管理层对变化敏感)
1外部变化：法律法规 /客户
2.内部：人员变化 /组织架构变化 （对公司的冲击） CAR