ISO 20000: The standard for IT Service Management
ISO/IEC 20000 is the first international standard for IT Service Management. Based on the principles of ITIL It is intended to supersede the earlier, BS 15000. It describes an integrated set of management processes for the effective delivery of services to the business and its customers, and it enables IT organisations (whether in-house, outsourced or external) to ensure that their IT service management processes are aligned both with the needs of the business and with international best practice.
It comprises two parts: a specification for IT Service Management (Part 1) and a code of practice (Part 2) for service management.
At this time approximately 540 organisations (worldwide) have achieved certification against the standard. To date e-Quant has provided consultancy assistance to 8 of these organisations. Our experience has shown that to achieve ISO 20000 certification will require management commitment and the availability of the right people on a continuing and consistent basis. Seeing your way through the documentation and the process may be somewhat daunting without external guidance from experienced consultants such as those at e-Quant.
To enable organisations to achieve and maintain the ISO20000 standard e-Quant has developed a 5 stage Consultancy model:
Stage 1. ISO 20k Awareness and scoping definition. This short stage consists of an senior e-Quant consultant assisting you in defining and documenting the scope of your intended ISO20k certification. If required, at this time there will also be training for your key individuals in the ISO20k standard, and briefing sessions delivered to those who need a broad understanding of certification means and why it is taking place.
Stage 2. ISO20k Alignment assessment. During this stage e-Quant employ their alignment investigation framework to determine the current extent of alignment of your operational processes against the requirements of the ISO20k standard. Essentially this is a detailed ‘gap analysis’. The output of this stage being a ‘road-map’ to ensure alignment of your operational processes with the standard.
Stage 3. Process improvement. Here the e-Quant consultant(s) will guide your staff in the implementation of the required operational process improvements as identified in stage 2 above. It is important that your staff ‘own’ improvements (guided by e-Quant) because it is vital to ensure that the responsibility for process ownership (and on-going maintenance of the processes) stays within your organisation.
Stage 4. RCB and certification audit. This is the stage where you achieve certification. On your behalf, e-Quant will engage with the Registered Certification Body (RCB) and arrange for the certification audit to be completed.
Stage 5. On-going maintenance of certification. If required, e-Quant will undertake regular assessments of your operational processes to ensure continuing alignment against the ISO20K standard. These assessments can be used to ensure that all the criteria for the annual official surveillance audits are being met and that your certification is therefore safeguarded
To help you understand more about ISO20000 and whether it is appropriate for your organisation we provide a half day in house awareness session on this subject. To find out more please take a look at our training services.
If you want to know more about ISO 20000(what it is, why you should use it, how to implement it), then please contact e-Quant at: enquiries@e-quant.co.uk or call on +44 (0)115 966 8375
ISO/IEC 20000 is the first international standard for IT Service Management. Based on the principles of ITIL It is intended to supersede the earlier, BS 15000. It describes an integrated set of management processes for the effective delivery of services to the business and its customers, and it enables IT organisations (whether in-house, outsourced or external) to ensure that their IT service management processes are aligned both with the needs of the business and with international best practice.
It comprises two parts: a specification for IT Service Management (Part 1) and a code of practice (Part 2) for service management.
At this time approximately 540 organisations (worldwide) have achieved certification against the standard. To date e-Quant has provided consultancy assistance to 8 of these organisations. Our experience has shown that to achieve ISO 20000 certification will require management commitment and the availability of the right people on a continuing and consistent basis. Seeing your way through the documentation and the process may be somewhat daunting without external guidance from experienced consultants such as those at e-Quant.
To enable organisations to achieve and maintain the ISO20000 standard e-Quant has developed a 5 stage Consultancy model:
Stage 1. ISO 20k Awareness and scoping definition. This short stage consists of an senior e-Quant consultant assisting you in defining and documenting the scope of your intended ISO20k certification. If required, at this time there will also be training for your key individuals in the ISO20k standard, and briefing sessions delivered to those who need a broad understanding of certification means and why it is taking place.
Stage 2. ISO20k Alignment assessment. During this stage e-Quant employ their alignment investigation framework to determine the current extent of alignment of your operational processes against the requirements of the ISO20k standard. Essentially this is a detailed ‘gap analysis’. The output of this stage being a ‘road-map’ to ensure alignment of your operational processes with the standard.
Stage 3. Process improvement. Here the e-Quant consultant(s) will guide your staff in the implementation of the required operational process improvements as identified in stage 2 above. It is important that your staff ‘own’ improvements (guided by e-Quant) because it is vital to ensure that the responsibility for process ownership (and on-going maintenance of the processes) stays within your organisation.
Stage 4. RCB and certification audit. This is the stage where you achieve certification. On your behalf, e-Quant will engage with the Registered Certification Body (RCB) and arrange for the certification audit to be completed.
Stage 5. On-going maintenance of certification. If required, e-Quant will undertake regular assessments of your operational processes to ensure continuing alignment against the ISO20K standard. These assessments can be used to ensure that all the criteria for the annual official surveillance audits are being met and that your certification is therefore safeguarded
To help you understand more about ISO20000 and whether it is appropriate for your organisation we provide a half day in house awareness session on this subject. To find out more please take a look at our training services.
If you want to know more about ISO 20000(what it is, why you should use it, how to implement it), then please contact e-Quant at: enquiries@e-quant.co.uk or call on +44 (0)115 966 8375
