As an IT Service Management – ISO 20000 – 2019 Consultant, our role is to improve IT Service Quality and implement processes in alignment with ISO 20000 standard requirements.
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Scope helps in determining the certification requirement, whereas the service catalogue helps in defining all other process boundaries.
ISO 20000 - 2018 has individual 58 requirements - each of which needs to be assessed for their current status. At the end of the journey all of these have to be green(=implemented), if they are Red (=not in place) or orange (=partially in place) today.
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.
In this phase we track your documentation, your risks, and your accountability. Each documented information (policy / procedure / records / responsibility / communication) needs ownership.
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.
This is done to ensure completeness of compliance requirements and to verify if there are pending loopholes in the management system.
This has two stages:
1. Documentation Audit
2. Implementation Verification