Assessors & 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. • • • • • • • 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.
ISO 20000 Lead Assessor training is now available.
Engage with your assessor early as you need to understand how they work and ensure they have the relevant qualifications.
Establish process development & deployment process: review, update, deploy, audit and improve.
Common repository ideally accessible online Assessment – How comfortable are people 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. Page 5 ISO/IEC 20000 Guide Myths of ISO 20000 1.
I need to know all about ITIL to get ISO 20000 2.
Getting the ISO 20000 Certificate is the end game 3.
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. Page 6 ISO/IEC 20000 Guide So why bother? • • • • • • • Common approach to service management By product of process & 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 & 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. Page 7 ISO/IEC 20000 Guide Avoiding issues
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