Implementing ISO 20000

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Implementing an ISO/IEC 20000 IT service management system supports and enhances ITIL® and is the logical next step for organisations that have adopted the ITIL methodology.

This page provides everything you need to help you implement an ISO20000-compliant service management system (SMS).

What is on this page:

• ISO 20000 Implementation: Getting Started
• ISO 20000 Implementation: Approach
• ISO 20000 Implementation: Critical Success Factors
• ISO 20000 Resources: Everything you need

ISO 20000 Implementation: Getting Started

ISO/IEC 20000 is the international IT service management standard that enables IT organisations to ensure that their IT service management processes are aligned both with the needs of the business and with international best practice. Before embarking on your ISO20000 implementation project, it is important to gain an understanding of the standard and how it can benefit your organisation. Securing management commitment and selecting a suitable implementation approach is essential for successful delivery of the project. The following introductory reading materials will help you address the above points:

• ISO 20000 Standards
• ISO/IEC 20000 - A Pocket Guide, Second edition

ISO 20000 Implementation: Approach

Similarly to other management systems, the implementation of a service management system (SMS) that conforms with ISO/IEC 20000 is based on the Plan-Do-Check-Act cycle. A detailed explanation of this approach is provided in the Exin-accredited book Implementing Service Quality based on ISO/IEC 20000, 3rd edition by Michael Kunas.

Plan: Plan the implementation and operation of your service management system

• Establish the scope of service management
• Define IT service management objectives
• Determine the necessary processes
• Define roles and responsibilities
• Determine resources and timescales
• Develop processes for managing risks
• Develop methods for managing, auditing and improving service quality

Do: Implement the service management plan

• Manage budget and resources
• Select, train and motivate staff – staff involved in the project should attend the ISO/ICE 20000 Practitioner Certificate course which will give them the expertise to lead their organisation to ISO 20000 certification
• Create documentation and monitor plans, policies and procedures for the various processes – all documents are available in the ITSM, ITIL® & ISO/IEC 20000 Implementation Toolkit
• Treat and mitigate risks

Check: Monitor measure and review the achievement of the service management objectives

• Periodically review the management plan
• Determine whether the service management system is compliant with ISO 20000
• Create an audit programme – the ISO/ICE 20000 Practitioner Certificate course includes a special session on auditing a SMS internally

Act: Identify actions for continuous improvement and increasing the effectiveness of the SMS

• Publish a policy which contains a clear definition of roles and responsibilities for the improvement of service activities
• Create a service improvement plan
• Eliminate non-conformities

ISO 20000 implementation: Critical success factors

• Team competence: Service management employees need to have a deep understanding of service quality standards and the service management process
• Accountability: Each process has to have an owner
• Documented policies and processes: Documentation of all activities is absolutely essential
• Communications: Communication between the team members and the processes is of the utmost importance
• Audits: Perform regular conformance audits and make improvements

ISO 20000 resources: Everything you want

At IT Governance, we provide products and services to assist individuals and organisations implementing ISO20000 to become certification-ready. We provide standards, books, toolkits, training courses and consultancy services that cover every aspect of ISO20000 implementation. Our key specialist areas are:

• ISO 20000 Standards
• ISO 20000 Books
• ISO20000 Training Courses: Foundation, Practitioner and Lead Auditor courses
• ISO20000 Toolkits: save time and money with our pre- designed ISO 20000 document templates
• ISO20000 Consultancy: a tailor-made service for your organisation