IT Service Management
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ISO 20000 Implementation and Certification
ISO 20000 standard is the first worldwide standard specifically aimed at IT Service Management (ITSM). This standard provides a ground for effective delivery of services to the business and its customers, and also set instructions based on which an organization can be assessed for effective service management, for developing and delivering high quality technology services.
IT Service Management implementations seek to address problematic IT areas around customer satisfaction, process optimization and downtime among others, resulting in better business-IT alignment and several other tangible and intangible benefits.
ISO 20000 is primarily concerned with the areas of Service Support and Service Delivery of the Information Technology function.
Implementation Roadmap
Gap Analysis and Audits:
An evaluation of your current capabilities against the standard.
Mentoring and Implementation Support :
Use our expertise to advise and guide your organization through the changes, Process automation using tools and technologies, developing KPI’s for continues monitoring.
Training :
In-house training courses and workshops to help staff understand the changes required, including preparing key staff to be able to perform the required regular internal audits.
Implementation :
Most service organizations will already have in place many of the attributes of ISO 20000, however, they need to be reviewed against the standard to ensure they are consistent, effective and embrace best practice principles. As with most standards, there is an inherent synergy between ISO 20000 and other Management Systems (e.g. ISO 9001:2000). Organizations which have implemented these systems will already have addressed some of the areas covered by ISO 20000 and will find implementation easier.