Why ISO 20000?

Awareness presentation
Subtitle or presenter
Why ISO 20000?

Implementing ISO 20000 enables us to take

responsibility for what we do and how we do
it, and to prove that we are a competent IT
Service Management organization.

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Contents
• What is ISO 20000?
• The purpose of ISO 20000
• The service
• IT Service Management approach
• ISO 20000 myths
• Benefits for your company
• Keys to success
• Implementation details
• Your role in the implementation

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What is ISO 20000?
• International Standard published by ISO
• Applicable to companies of any industry and any size
• More than 200000 companies have certified
worldwide
• Developed by leading IT Service Management
experts

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The purpose of ISO 20000
• To manage the service lifecycle
• Plan
• Design
• Transition
• Delivery
• Improvement
• To meet agreed requirements and provide value for
the organization and its customers and users

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The service
• Internal services
• Customer-facing services
• Service catalogue
• Service portfolio

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IT Service Management approach
• Value delivered
• Customer focus
• Internal efficiency
• Customer/user satisfaction
• IT Service Management as a business tool

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ISO 20000 myths
• We are a small company and ISO 20000 is only for big
ones.
• We don’t have enough resources for ISO 20000
implementation.
• Management doesn’t care about ISO standards.
• Tools are too expensive.
• There are no tangible benefits.
• Our people know their jobs, anyway.
• No one will know, anyway.

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Benefits for your company
• Competitiveness and credibility
• Compliance
• Customer satisfaction
• Productivity
• Benchmark and improvement

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Keys to success
• Top management commitment
• Assigned roles, responsibilities, and authorities
• Appropriate resources
• Participation at all levels
• A structured and documented implementation plan
• Correct training, education, and awareness
• Adequate procedures and documentation
• Effective audit

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Implementation details
• Project manager: [insert name]
• Project sponsor: [insert name]
• Project duration: [insert number of months]

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Your role in the implementation
• Get the most benefit from process implementation
• Suggest changes in new & existing policies and
procedures
• Read all the new documents and attend awareness &
training sessions
• Comply with policies and procedures once they are
published

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 Why ISO 20000?

Don’t reinvent the wheel – use proven best practice

… and make the most of your capabilities.

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Why ISO 20000?

Thank you!
Presenter’s name

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