ITIL ISO 20000 Consulting Certification Implementation Audit Documentation

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.

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 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.

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