Processes of ISO 20000 Service Provider and Certification To earn accreditation the Service Provider organization must fulfil the requirements of the standard as dictated by a suitably qualified ISO auditor.
There are two questions that have to be answered with regard to progressing towards certification. 1.
Is the Service Provider eligible for certification under the scheme? 2.
If the answer to 1.
Is Yes – then what is the scope of the processes being audited? The answer to question 1 is answered by looking at the amount of control that the Service Provider actually has over the processes covered by the standard.
A Service Provider does not necessarily have to be responsible for certain activities that make up the processes, but they must be accountable and be able to demonstrate control.
The answer to question 2 is a crucial one for the Service Provider seeking accreditation.
The scope of the audit to be undertaken must be carefully defined in terms of the Services covered and any geographical or functional boundaries.
The certificate that is eventually awarded is linked to the SCOPE of the audit and it MAY NOT INCLUDE the entire Service Provider organization – it could be just one element. © Copyright – The Art of Service 2005 Page 2 of 3 ISO 20000 Easy Explanation Certification Scheme – Scoping Guidelines Relationship to ITIL The concepts of ISO 20000 are not to be considered new age.
The standard builds on solid fundamentals and is directly linked to the IT Infrastructure Library (ITIL) framework for IT Service Management.
The following diagram shows how the standard links to ITIL.
ITIL® is a very well established set of “best practice” processes.
However, while ITIL® offers the ability for individuals to earn qualifications there is no organizational qualification available under ITIL. Note: In the box on the right, the bold, underline text represents a published ITIL® text book.
The red text represents processes covered in the Service Delivery text book and the blue text represents processes described in the Service Support text.
This diagram makes it simple to see how so much of BS15000/AS8018 was derived from the ITIL. The point here is that by simple extension; work done with regard to implementation/process definition based around ITIL® can be easily extended to incorporate a drive towards achieving a recognized international standard. ITIL® is a registered trademark of the Office of Government Commerce (OGC) in the United Kingdom © Copyright – The Art of Service 2005 Page 3 of 3
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