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ISO/IEC 20000
White Paper
2 ISO/IEC 20000
Contents
Introduction 4
Benefits 8
Conclusion 10
Further information 10
3
Introduction
For companies that have already achieved and structures already in place. This does assume,
ISO 9001 or ISO/IEC 27001 certification, the however, that the existing system encompasses
management system of ISO/IEC 20000 will be the activities of IT Service Management to some
familiar. It follows the same plan-do-act-check degree.
methodology, linked to customer/business
requirements using business metrics and Such organizations will then have to consider
reinforcing continual improvement. implementation of the actual service
management processes, much of which ITIL
It demands the implementation of a management practitioners will already be familiar with. The
structure and system to provide accountability for difference between ITIL and ISO/IEC 20000,
every element of IT service management including however, is that ISO/IEC 20000 mandates tight
a strong reporting structure, clear personal integration of these service management
responsibility and supporting documentation. processes into a service management system,
And, again following similar standards, it and defines precise requirements which must be
addresses the planning and implementation met as opposed to giving ‘best practice advice’
of the service management system aimed at which may or may not be adopted in a particular
achieving the goals of improving efficiency and organization.
effectiveness, customer satisfaction and continual
improvement. It is essential that IT service provider organizations
put in place a sound project management
For those companies that have achieved ISO 9001 plan with accurate timelines and costs for
or similar certification, this core part of ISO/IEC implementing the service management system
20000 should be reasonably straightforward, with and associated processes.
demonstrable, proven management processes
ISO/IEC 20000
Specification
“Aims to fulfil” ISO/IEC
20000-1
guidance standards
Certification
PO
ISO/IEC 20000-1
P
Many organizations will have already gained The more advanced and mature the existing ITIL
benefit from adopting some or all of the ITIL best processes, along with existence of a relevant
practice processes, and that provides an ideal quality management system, the less effort will be
grounding for implementing them and others in required to integrate them into an ISO/IEC 20000
an ISO/IEC 20000 service management system. quality management system.
Organizations must implement every one of Certified service providers are subject to annual
the service management processes mentioned surveillance audits and are required to be
above within the context of an integrated recertified every three years to ensure ISO/IEC
service management system and be able to 20000 conformance is retained. It is therefore
demonstrate to their external, independent essential to attain buy in and commitment from
auditors that policies are established, processes IT service management personnel at all levels.
are documented and that these are followed Individuals need to understand the value of
consistently. the proactive culture, to embrace opportunities
to improve the relevance and timeliness of IT
It typically takes organizations up to two years to provision to the business and, critically, they need
achieve ISO/IEC 20000 certification, although this to understand why the business is taking this
depends on their existing level of ITIL capability. route.
Qualifications
Growing numbers of IT service provider Practitioner courses are relevant to those who
organizations are looking to provide staff with are involved in implementation of the standard.
ISO/IEC 20000 training and qualifications at
an individual level to maximize the chances The Auditor course is aimed at practising auditors
of project success, and to ensure ongoing who either are employed by a Certification
conformance. Body or work as internal auditors in an IT service
provider organization.
Qualifications are currently available in three
areas. These training courses contained within the
ISO/IEC 20000 qualification and certification
The Foundation course provides an introduction scheme are offered by a number of accredited
to the concepts and principles of the standard in a training organizations globally.
typical implementation.
8 ISO/IEC 20000
Benefits
Improved Merger & Acquisition (M&A): For the individual: ISO/IEC 20000 qualifications
Leveraging ITIL practices to achieve ISO/IEC provide an opportunity to build up skills; to
20000 certification means that companies have evolve beyond generic service management
a far better insight into the resources in place expertise and take companies through the ISO/IEC
and what will be required to support both 20000 process. It enables individuals to leverage
organic growth and any merged organization. ITIL experience and develop new competencies.
The result is that the right resources can be put There is a demand for skilled ISO/IEC 20000
in place in time, to maximise the success of the implementers in the market at the present time.
M&A activity.
Conclusion
In this marketplace, organizations need to For most organizations the people cost is the
drive down costs. But they also need to build biggest burden on the budget. Trained staff
a solid foundation for the future and achieve who understand the value of a process-oriented
competitive differentiation, maximize the culture and work in tightly integrated teams
opportunities provided by merger and acquisition within a recognized quality management system
and ensure access to key markets. bring great value to the organization. It is the
first step to becoming highly effective. The ISO/
The adoption of ITIL processes over the last IEC 20000 professional qualification will give the
decade has undoubtedly transformed the quality, organization a head start in achieving company
relevance and timeliness of IT service delivery; certification and realizing true value from
it has enabled the creation of customer and improved efficiencies and effectiveness.
business focussed services and improved the cost/
value equation.
Further information
www.apmg-international.com
APMG-International
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