7 How to approach ISO 20000 ? ? ? ? ? ? ? ? ? ? ? ? ? If it works don?t fix it – this is not about perfection Run a process improvement project Establish process management Integrate with ISO 9001/ISO 27001 Engage your assessor early Map organization and processes to ISO 20000 Plan to fill gaps Identify who needs to know what Get process owners allocated and briefed ISO 20000 and ITIL Foundation Assessors and Implementers – train as ISO 20000 consultants Common repository Assessment – How comfortable are people with assessment. If there are effective processes in place that meet ISO 20000 then stick with them.
Continual improvement will follow.
Firstly, appoint a project manager – as with any project it is important to a single individual to take responsibility.
Use existing quality functions and integrate with ISO 9000.
Engage with your assessor early as you need to understand how they work and ensure they have the relevant qualifications.
Then establish process development and deployment process: review, update, deploy, audit and improve.
Find out how comfortable your staff are with assessment.
If people have not been though an ISO 9000 assessment before then they may need coaching on how to handle audits and what is expected. 27 Copyright The Art of Service?Brisbane, Australia?Email:[email protected] Web: http://theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 7.1 Myths of ISO 20000 ? ? ? I need to know all about ITIL to get ISO 20000 Getting the ISO 20000 Certificate is the end game My organization will have to start from scratch. 1.
You can obtain ISO 20000 without knowing anything about ITIL.
However, this would be a missed opportunity. 2.
No, getting the ISO 20000 certificate is just a stop on the service improvement journey driven by ISO 20000 requirements. 3.
Certainly not, your organization is probably doing a lot of what ISO 20000 requires.
The processes need to be implemented into your current environment, not the other way around.
So why bother? ? Common approach to service management ? By product of process and service improvement ? Needed to recognize industry best practice ? ITIL increasingly recognized internationally ? Accredited assessment scheme ? Marketplace demand increasing ? Market advantage.
Other examples of benefits ISO 20000 can bring relate to specific issues experienced by organizations worldwide EG: ? Reduced duplication of process development effort ? To improve the transfer of staff across accounts and functions ? Provide a common framework for driving improvement ? Provide a common vocabulary and approach ? Tangible returns – reduced cost of ownership, improved service levels ? Staff have industry recognized qualifications ? Service Management recognized as a valuable role ? Clients assured by a certified and industry best practice approach. 28 Copyright The Art of Service?Brisbane, Australia?Email:[email protected] Web: http://theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 Avoiding issues Successful implementation depends on Management getting involved from the outset.
Staff are generally reluctant to see changes taking place in their working environment, especially when it involves taking on a new and unknown standard.
If managers commit to the project and make their commitment visible, it sends a message that change is occurring from the top.
This instills confidence, a sense of urgency and credibility to the changes. 7.2 Management Management need to lead by example.
They need to be the first to: ? Learn about ISO 20000 ? Planning the project and assigning responsibilities ? Make their commitment visible by providing resources ? Rewarding participation in the ISO project ? Management commitment is an intangible concept.compliance to the management responsibility requirements can be shown by documented leadership and actions for the development, implementation and improvement of its Service Management capability.
These points may seem obvious but the ISO 20000 registrar named Management buy-in and support as the major obstacle faced by organizations who are attempting to implement ISO 20000.commitment of top management is indispensable for the successful implementation of ISO 20000.
Leadership is one of the eight quality management principles that stem from ISO 9000.
Documents that could demonstrate management commitment are: ? Records of the appointment of a member of management responsible for the co-ordination and management of all services. ? Written Service Management policy, objectives and plans ? Plan implementation results ? Communication records ? Documentation of customer requirements, records or customer satisfaction measurements ? Records of resource determination 29 Copyright The Art of Service?Brisbane, Australia?Email:[email protected] Web: http://theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 ? Records of Service Management review such as review meeting minutes, action plans and follow ups. 7.3 Facing resistance
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