Clause 4: Understanding the Organization and Its Context
How to define the internal and external context of the SMS, identify stakeholder needs and expectations, define the SMS scope, and determine legal, regulatory, and contractual requirements in the Indonesian context.
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Clause 5: Leadership and Commitment
Top management's role in the SMS — the service management policy, organizational roles and responsibilities, demonstrating leadership through resource allocation and governance engagement, and why effective service management requires board-level ownership.
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Clause 6: Planning — SMS Objectives, Risk Management, and the Service Management Plan
The planning requirements of ISO 20000 — identifying risks and opportunities relevant to the SMS, setting measurable service management objectives, planning changes to the SMS, and producing the service management plan that governs SMS operation.
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Clause 7: Support — Resources, Competence, Awareness, and Documented Information
The enabling requirements of ISO 20000 — determining and providing resources, ensuring competence of service management staff, building awareness, planning communication, and controlling the documented information that forms the evidence base of the SMS.
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Clause 8.1: SMS Operations — Operational Planning and Control
The operational control requirements of ISO 20000 Clause 8.1 — planning, implementing, and controlling service management practices, managing changes to the SMS, and the operational discipline that translates the service management plan into day-to-day service delivery.
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Clause 8.2–8.3: Service Portfolio and Relationship Management
Service portfolio management (defining, governing, and retiring services) and relationship management (managing customer relationships and supplier relationships) — the two practices that connect the SMS to its stakeholders.
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Clause 8.4–8.5: Supply Chain Management and Service Design, Build, and Transition
Supply chain management (governing the multi-tier supplier network contributing to service delivery) and service design, build, and transition (designing new or changed services, building and testing them, and transitioning them into operation safely).
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Clause 8.6–8.7: Resolution Practices and Service Assurance
The resolution practices (incident, service request, problem management) and control practices (configuration, change, release management) that govern day-to-day operations, plus the assurance practices (availability, service continuity, capacity, information security) that maintain agreed service levels.
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