ITIL Service Management (ITSM) ISO 20000/ITIL Implementation

ISO 20000 Consulting Overview

ISO 20000 certification implies an IT service organisation is conscious about their customers, committed to service quality, and have implemented number of internal controls that ensures fulfilment of IT Service Level Agreement, and IT availability risks.

Our consulting approaches are simple, easy to comprehend processes - which enables the organisation to achieve what we have learned over the years. 

We have implemented ISO 20000 for large IT user organisations that involved Banking, Government organisation, Telecom Operator, Cloud Service Provider, and Access Control Solution Provider.

What makes us unique is our involvement in ensuring IT fulfils business objectives, thereby ensuring IT is achieving service excellence. Some of the other unique features are our IT service catalogue, our IT SLA between business and IT, our comprehensive documentation, 3-Dimension tracking, our performance reports, our insistence on knowledge transfer, and our zero defect ISO 20000 certification - all of these contribute to how we ensure you get better return of your investment.  

Contact us now by filling up the form or calling us on any of the numbers listed above. 

What is our approach to successful ISO 20000 - ITIL compliance/certification?

We bring our world wide experience in implementing IT service management system (SMS) in line with ISO 20000 requirements.

Phase I – Defining service catalog - this represents the Service level agreement (SLA)) between business and IT. 

Phase II – Determine the scope of implementation - The next phase of ISO 20000 consulting involves defining scope, risk assessment, and gap analysis resulting in determining the scope of risks and implementation.

Phase III – ISO 20000 Documentation - We provide comprehensive, yet easy to read documentation that will enable teams to comply. Each document is followed with templates and communication to perform the task, with ease.

Phase IV – 3 Dimensional Tracking - In this phase we track your documentation, your risks, and your accountability.

Phase V – Performance Monitoring - We verify whether your ITSM transactions are in line with documented procedure and rate them on a scale of 0-100% thereby assuring management that the degree of compliance is achieved.

Phase VI – Internal Audit and Management Review - This is done to ensure completeness of compliance requirements and to verify if there are pending loopholes in the management system.

Phase VII – Registration body certification

This has two stages Stage
1 – documentation, and Stage
2 – implementation verification.

Upon successful completion an ISO 20000 certificate is issued which has a validity of 3 years subject to annual surveillance.

 

 

What is ISO 20000-1:2011?

It is a certification standard that enables the organisation being assessed has demonstrated considerable amount of implementation in ITSM domains.  If successfully certified, it means that the organisation has demonstrated the implementation and is ‘continually’ improving.

The standard - ISO 20000 - is divided into management system controls (Clause 4) and 5 domains (Clause 5 to 9), which is further divided into the following listed implementation requirements:

  • Plan new or changed services
  • Design and development of new or changed services
  • Transition of new or changed services
  • Service delivery processes
  • Service level management
  • Service reporting
  • Service continuity and availability management
  • Service continuity and availability requirements
  • Service continuity and availability plans
  • Service continuity and availability monitoring and testing
  • Budgeting and accounting for services
  • Capacity management
  • Information security management
  • Information security policy
  • Information security controls
  • Information security changes and incidents
  • Relationship processes
  • Business relationship management
  • Supplier management
  • Incident and service request management
  • Problem management
  • Control processes
  • Configuration management
  • Change management
  • Release and deployment management
 
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