Quality Management System (QMS)

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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batgirlUB8
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Thu Dec 13, 2018 6:25 am

Has anyone implemented a QMS based on the ITSM processes within their organisation?


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UKVIKING
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Sat Dec 22, 2018 10:44 am

Quality Management System are usually not part of the ITSM Processes. However, some quality activities such as standards and governance would be part of the IT SM Processes
John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
batgirlUB8
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Thu Jan 03, 2019 6:08 am

Hi John

Thanks for your message. I know that QMS is not part of ITSM, I am looking to assess how effectively the processes and practices of an ITSM has been implemented. I would like to know if anybody else has done such a study?
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UKVIKING
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Thu Jan 03, 2019 8:54 am

You don't need a QMS system to assess how effective an IT SM process is. It is quite much of an overkill.

1 - Every company from a one man shop to a congolomrate does IT SM whether they heard of ITIL, CoBIT, ISO20000, etc.

The only difference is whether they are effective at it.

Using comparative analysis -
how long did it take to do X before; how long does it take to do X now that some formal better practices have been implemented


A QMS would be helpful along side of the Project management processes as well as in conjunction with a CMDB. but that is another story
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
batgirlUB8
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Thu Jan 03, 2019 9:23 am

Hi John, you are quite right.

As per the definition: A quality management system (QMS) is a collection of business processes focused on consistently meeting customer requirements and enhancing their satisfaction. It is aligned with an organisation's purpose and strategic direction (ISO9001:2015).

My tasked project is to assess how well we are delivering good practice to our end users and customers and to ensure we continually look to improve and enhance their experience. I was interested to know if others had carried out a similar study.
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