ISO 20000 Consulting Overview
ISO 20000
Consulting Overview

ISO 20000 certification implies an IT service organisation is conscious about their customers, committed to service quality, and has implemented a 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, Telecom Operator, Cloud Service Provider, and Access Control Solution Provider.

What makes us unique is our involvement in ensuring IT fulfills 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.

What is ISO 20000-1:2018?

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 is divided into management system controls and annexure controls

Key Processes include the followings
  • Organisation and its ITSM/SMS Context
  • Needs and Expectation of ITS/SMS
  • 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
  • Knowledge
  • Service Catalogue Management
  • Asset Management
  • Demand Management
  • Budgeting and accounting for services
  • IT Service Continuity Management
  • Capacity Management
  • Information Security Management
  • Business Relationship Management
  • Supplier Management
  • Incident Management
  • Service Request Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Release and Deployment Management
  • Measurements
  • Service Reporting
  • Internal Audits
  • Management Review
7 Phase Successful Implementation Approach
We bring our world wide experience in implementing IT service management system (SMS) in line with ISO 20000 requirements.

PHASE I - Defining Scope and Service Catalog

Scope helps in determining the certification requirement, whereas the service catalogue helps in defining all other process boundaries.

PHASE II -
Gap Analysis

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.

PHASE III - ISO 20000-2018 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. Each documented information (policy / procedure / records / responsibility / communication) needs ownership.

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:
1. Documentation Audit
2. Implementation Verification

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

For ISO 20000, we provide bespoke training for any audience:

  • Shorter Sessions from 1 hour to 4 hours
  • Interpretation of the ISO 20000 requirements
  • 1 Day Awareness Session
  • 2 Days Internal Audit Course
  • 3 Days Implementation Course covering 10+ hands on exercises

Upon receiving your request, we will provide you further details.

Documentation Toolkit

ISO 20000 requires documentation of policies, procedures and records. As a result of consulting assignments, we have some of the best content available that covers all the requirements.

Our documentation has the following salient features:

  • Alignment with all ISO 20000-documentation requirements
  • Our experiences turned into documentation templates
  • Project Tracking tools to support the implementation
  • Q & A support

Upon receiving your request, we will provide you further details.

Internal Audit

An independent assessment helps to assess the state of compliance. Our internal audit methodology includes people, process, technology and measurements to assure and provide management the degree of ISO 20000 compliance. Typically 3-5 days is required to perform a comprehensive internal audit.

Upon receiving your request, we will provide you further details.

Annual Risk Assessment

Although, risk assessment is dynamic in ISO 20000, however you may need a specialist to perform a formal risk assessment. We have one of the most comprehensive risk assessment that comprises objective, and process wise risk assessment and enables you to take a more proactive view of the management system. Each team and the process owners are involved in the performance of risk assessment.

Upon receiving your request, we will provide you further details.

ITSM-ISO 20000 Program Management

Our consulting methodology experience has helped us to understand – what it takes to design and maintain a successful ISO 20000 compliance. The outsourcing model removes the compliance responsibility to an external team, whereas the management focuses on customer delivery.

Upon receiving your request, we will provide you further details.

IT Service ‘measurement’ System

We have a successful framework for measurement of ITSM. The measurements checks ITSM objectives, as well as process wise objectives to provide you a scoring method applied. The measurements help the organisation provide a performance analysis and take actions proactively.

Upon receiving your request, we will provide you further details.

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