Implications of Non-conforming with the SMS

  • As per the ISO 20000 Standard and our Service Management Policy – conformance to the SMS is a requirement for all staff relevant to it’s function;
  • Non-conformance to the SMS can either be raised through the appropriate channels, or will be detected in the regular Internal Audits.
  • A report is generated and an entry created in the Non-conformance Log, along with a request to rectify the Non-conformance
  • After a prescribed timeframe, the entry is revisited by the ISO Team and reviewed to see if it has been suitably dealt with.
  • If not rectified appropriately, then the entry will be flagged as a Major Issue in the SMS and escalated to the Management Team for consideration and further action.