ISO 20000

ISO 20000
Your Fail-Safe Guide To

Process Implementation
www.implementiso20000.com
Are you ready to start the Process

Implementation phase of your
implementation project?
Our ground-breaking approach, the

Process Prototyping Implementation
Methodology, will allow you to
achieve ISO 20000 certification in
just 18 months.
ISO 20000
M1 M2 M3 M4
Orientation Process Process Process
Meeting Approval Sign-Off Audit
Document
Inventory
and Review
Process
Prototype
Building
Process
Mapping
Process
Validation
Work Product Development
Training and
Communication
Process
“Go Live”
Process Tuning
Process
Process Building Process Implementation Process Tuning
Prototyping
© Process Prototyping Implementation Methodology 1064450

Let’s take a closer look at the third

stage: Process Implementation
This stage has 2 tasks and 2 milestones:

 Task 6: Training and Communication
 Milestone 3: Process Sign-Off
 Task 7: Process “Go Live”
 Milestone 4: Process Audit
ISO 20000
M1 M2 M3 M4
Document
Inventory
and Review Milestone 3
Process Milestone 4
Prototype
Building
Process
Mapping
Process Task 6
Validation
Task 7
Training and
Communication
Process
STAGE 3 “Go Live”
Process Tuning
Process
Prototyping

ISO 20000
M1 M2 M3 M4
Document
Inventory
and Review
Process
Prototype
Building
Process
Mapping
Process Task 6
Validation
Training and
Communication
Process
Process Tuning
Process
Prototyping

Task 6: Training and Communication
 Reminder: Work Product Development task

started in previous stage is ongoing
 Objective: Keep building and adjusting
documents/work products related to the
process
 Do not start from scratch! Use what's
already there and update it
 Determine training needs

 Plan out training sessions
 Write necessary memos and announcements
 Include info on Go-live task such as:
 Dates, targeted projects, teams or deliverables,
support for any upcoming questions
 Use this process training as evidence for

requirement 4.4.2 of the ISO/IEC 20000-1
standard, Human resources
 Recycle, recycle, recycle! The training
documents should be the process
documents. Do not waste time or energy
creating new PowerPoint presentations for
training purposes
Quick tip:
Use internal audits as another way to train

resources and communicate requirements
TASK 6
is
DONE!
ISO 20000
M1 M2 M3 M4
Document
Inventory
and Review Milestone 3
Process
Prototype
Building
Process
Mapping
Process
Validation
Training and
Communication
Process
Process Tuning
Process
Prototyping

Milestone 3: Process Sign-Off
 Managers are now responsible for ensuring

the process is in place
 This milestone marks the passage from
project mode to operational mode
 Make a big deal out of it! Everyone involved
should get a shout-out for all the hard work
they put in
MILESTONE 3
is
ACHIEVED!
ISO 20000
M1 M2 M3 M4
Document
Inventory
and Review
Process
Prototype
Building
Process
Mapping
Process
Validation

Task 7
Training and
Communication
Process
Process Tuning
Process
Prototyping

Task 7: Process “Go Live”
 Both managers and employees have to

follow the process
 Use the tools that were built and generate
evidences
 Evidences should be managed and stored
as defined in requirement 4.3.2 of the
ISO/IEC 20000-1 standard, Document
control
 Process implementation affects people in

their day-to-day work
 Resistance to change should be expected
 Give it some time and stress the
importance of everyone’s participation to
ensure overall success of the project
 ISO 20000 processes are interdependent

 Processes that are not being implemented
will impact other processes
 Make sure everyone is on board and
observes process interdependency
discipline
TASK 7
is
DONE!
ISO 20000
M1 M2 M3 M4
Document
Inventory
and Review
Process
Prototype
Milestone 4
Building
Process
Mapping
Process
Validation
Training and
Communication
Process
Process Tuning
Process
Prototyping

Milestone 4: Process Audit
 The best way to implement a process is to

audit a process!
 This milestone marks the point in your project
where you should develop an internal audit
process and your auditing tools
 Remember: If it’s not audited, it’s not

implemented!
 You should audit each process in the
implementation sequence in compliance
with requirement 4.5.4.2 of the ISO/IEC 20000-
1 standard, Internal audit.
Quick tip:
Try to audit with resources not directly

involved in the process deployment
MILESTONE 4
is
ACHIEVED!
STAGE 3
is
COMPLETED!
 Having completed the Process

Implementation stage, you will now move
on to the tuning stage of your process
 Every
process goes through every stage
to complete the ISO 20000
implementation project
About the author:

Isabelle Perron is a
full-time consultant
dedicated to helping
companies
implement process-
based management
systems.
About the author:

She has been involved
in over 25 Process
Implementation
Projects, in various
functions such as Project
Manager, IT/business
process expert, coach,
trainer and auditor.
To find out everything you need to know to
get started and to implement your IT
Service Management System (ITSM) in fast
track mode, please visit

ISO 20000 - Process Implementation

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Your Fail-Safe Guide To

Are you ready to start the Process

Our ground-breaking approach, the

Work Product Development

© Process Prototyping Implementation Methodology 1064450

Let’s take a closer look at the third

This stage has 2 tasks and 2 milestones:

STAGE 3 “Go Live”

© Process Prototyping Implementation Methodology 1064450

Work Product Development

STAGE 3 “Go Live”

© Process Prototyping Implementation Methodology 1064450

Task 6: Training and Communication

 Reminder: Work Product Development task

Task 6: Training and Communication

 Determine training needs

Task 6: Training and Communication

 Use this process training as evidence for

Task 6: Training and Communication

Use internal audits as another way to train

Work Product Development

STAGE 3 “Go Live”

© Process Prototyping Implementation Methodology 1064450

Milestone 3: Process Sign-Off

 Managers are now responsible for ensuring

Work Product Development

STAGE 3 “Go Live”

© Process Prototyping Implementation Methodology 1064450

Task 7: Process “Go Live”

 Both managers and employees have to

Task 7: Process “Go Live”

 Process implementation affects people in

Task 7: Process “Go Live”

 ISO 20000 processes are interdependent

Work Product Development

STAGE 3 “Go Live”

© Process Prototyping Implementation Methodology 1064450

Milestone 4: Process Audit

 The best way to implement a process is to

Milestone 4: Process Audit

 Remember: If it’s not audited, it’s not

Milestone 4: Process Audit

Try to audit with resources not directly

 Having completed the Process

About the author:

About the author:

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