ISO 20000:2018

ISO/IEC 20000-1 is the first international standard for IT service management. It was developed in 2005, and revised in 2011 and the latest being in 2018. It was originally developed to reflect best practice guidance contained within the ITIL (Information Technology Infrastructure Library) framework, although it equally supports other IT service management frameworks.

The implementation of the ISO 20000-1:2018 standard starts with identifying, designing, developing and launching the Service Management System. Once implemented and operational, the SMS manages services using the governance and management processes comprised in the management system.

The standard reflects an industry-wide recognition of the need to establish a system to establish a system to manage IT service delivery and support.

ISO 20000-1:2018 standard uses a four-phase approach to establishing the Service Management System called the Plan-Do-Check-Act (PDCA) model. In paraphrase, the PDCA phases address how to establish policy, objectives, processes, and procedures relevant to managing risk (plan phase); implement and operate (do phase); assess and, where applicable, measure process performance against policy (check phase); and take corrective and preventative action (act phase).

Benefits of Implementing ISO 20000:2018

By building your service processes around ISO 20000-1 IT Services Management System, your organisation will be able to reap numerous benefits such as:

  • Reduction in incidents and improved incident management
  • Improving corporate image and credibility
  • Adoption of an integrated process to the delivery of IT services
  • Reduction in response times and interruptions to IT service
  • Improved management of cost leads to financial savings
  • A culture of continuous improvement
  • Greater understanding of roles and business objectives
  • Ensuring legislative awareness and compliance
  • Protecting the company, assets, shareholders and directors
  • Increased customer satisfaction from internal and/or external customers
  • Provides you with a competitive advantage
  • Enhanced customer satisfaction that improves client retention
  • Consistency in the delivery of your service or product

Our Approach and Methodology

The overall approach is to help us derive five (5) basis goals:

  • Integrate the Service Management System into the context of commercial activities across your organisation.
  • Overall implementation of the SMS process, not by isolating processes.
  • Apply best practice in project management to deliver an efficient and effective Service Management System.
  • Integrate or harmonise the Service Management System with other requirements of the organisation.
  • Rapid implementation of the SMS respecting the minimum requirements switch to continuous improvement thereafter.

Step 1: Initial gap assessment of the Service Management System to assess the processes already in place in your organisation. Deliverables are:

  • compliance Gap Analysis based on the requirements of the ISO 20000-1:2011 standard and,
  • Gap assessment report
  • Raise a Corrective Action plan for nonconformities, Opportunities for Improvement and Observations to form basis for the implementation road map.

Step 2: Gap closure and implementation of all 14 processes of the service management system based on the ISO 20000:2011 standards. Creation or update of relevant policies, procedure, process, plans, guidelines and records for the various processes. Identifying metrics and measurement evaluations for each process.

Deliverables are:

  • Implement the road-map for the closure of Gaps for 14 processes of the SMS including some SMS General Requirements such as defining SMS Scope, SMS Objective and SMS Plan. The processes are related directly to efficient service delivery. It is intended to translate quickly your business. The processes are:
  • Service Level Management
  • Service Reporting
  • Service Continuity and Service Availability Management
  • Capacity Management
  • Configuration Management
  • Change Management
  • Incident and Service Requirement Management
  • Problem Management
  • Suppliers Management
  • Business Relationship Management
  • Release and Deployment Management
  • Design and Transition of New or Change Service

Step 3: We will recommend a number of specific training for specific stakeholder and process owners. Providing process owners the necessary training and guidance to manage their processes.

Step 4: This phase will review the readiness of the client to achieve ISO 2000o certification. We will guide and prepare the client’s audit team to conduct internal audits. The audit results will be evaluated and gaps, if found will be closed by your implementation team.

Step 5: Finally, you will face the certification body’s team of auditors. Astralcode consultants will hand hold your team during the audit. We will assist you in the closure of any nonconformities or observations noted by the external auditors and help you in achieving the ISO 20000 certification.