ISO20000

The ISO / IEC 20000 series enables the service provider to understand how to enhance the quality of service delivered.

About - ISO20000

ISO / IEC20000-1 promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements. It comprises of ten sections:

  • Scope
  • Terms & Definitions
  • Planning and Implementing Service Management
  • Requirements for a Management System
  • Planning & Implementing New or Changed Services
  • Service Delivery Processes
  • Relationship Processes
  • Control Processes
  • Resolution Processes
  • Release Processes

The ISO / IEC 20000 series enables the service provider to understand how to enhance the quality of service delivered.

Part 1 defines the requirements for delivering IT services by an integrated process approach. These processes are to be established with supporting resources from management, documentation, competency, training and awareness. The Plan-Do-Check-Act (PDCA) methodology is recommended to apply to all processes.

Part 2 represents an industry consensus on quality standards for IT service management processes .As a code of practice, it serves as a guidance and recommendation and is to be read in conjunction with Part1.

ISO / IEC20000-1 promotes effective and efficient implementation of an integrated service management program where there are specific requirements with the

establishment of service objectives and controls.

ISO / IEC20000-1 serves as a benchmark against which an organization can measure its service management execution and continual improvement. It identifies requirements for:

  1. Service management system
  2. Service management lifecycle &
  3. Service management processes

The service management system defines management responsibilities, documentation requirements, and the rollout of the service management processes. IT governing policies, plans, processes and procedures shall be established.

The service management lifecycle adopts iteratively the Plan-Do-Check-Act cycle, a four-stage process management cycle attributed to Edward Deming. As defined in ITIL Service Management Practices, the four stages within the context of IT services can be interpreted into ISO as:

Plan: Design or revise processes that support the IT Services

Do: Implement the plan and manage the processes

Check: Measure processes & IT Services, compare with objectives and produce reports

Act: Plan and implement changes to improve the processes

The Service Management Processes includes 13 processes in 5 process categories:

  1. Service Delivery,
  2. Relationship,
  3. Resolution,
  4. Control, and
  5.  

The tables below give a brief elaboration on the Service Management System and the Service Management Processes for an organization in the context of the Plan-Do-Check-Act life cycle model.

Project Milestones

Item No.Milestones / Description
1Functional Analysis (Assessment)
2IT Service Management Road map
3Process definitions
4ITIL® Foundation Workshop only (latest Version) (20 Pax) FOC
5Review processes and documentation of Service Areas
6Service Process Documentation & Service Catalogue
7Training(awareness, process areas and internal audit)
8Internal Audit and Report
9Assist in Final Audit Stage 1 FOC
10Assist in Final Audit Stage 2 FOC
11Assist in Closing all Non Conformities FOC
  

Output:

  1. All ITIL process SOP documentation
  2. All staff trained on ISO 20000 awareness
  3. FMEA document
  4. FMEA knowledge transfer done for your staff
  5. Continuous improvement process implemented in your organization
  6. Your organization gets certified in ISO 20000
  7. Processes in-place for surveillance audit that will take place a year after certification

Outcomes:

  • Evaluate the level of project success from organization and team member’s perspective.
  • Verify all internal and external project activities have been completed
  • Publicize achievements, celebrate Project success
  • Identify process improvements
  • Recognize further opportunities and pursue/obtain follow on business
  • Create long term action and move forward

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