|
Despite popular belief, you can’t be ‘compliant’ with ITIL as it is guidance rather than a standard. So, how do you prove that your Service Management capability is high-quality and effective? The answer is in certification against the ISO/IEC 20000 international standard.
What is ISO/IEC 20000?
ISO/IEC 20000 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers.
ISO/IEC 20000 is aligned with and complementary to the process approach defined within ITIL from the Office of Government Commerce (OGC).
ISO/IEC 20000 consists of two parts:
ISO/IEC 20000-1:2005 is the formal Specification and defines the requirements for an organisation to deliver managed services of an acceptable quality for its customers. The scope includes:
Requirements for a management system;
Planning and implementing service management;
Planning and implementing new or changed services;
Service delivery process;
Relationship processes;
Resolution processes;
Control processes; and
Release processes.
ISO/IEC 20000-2:2005 is the Code of Practice and describes the best practices for Service Management processes within the scope of ISO/IEC 20000-1. The code of Practice will be of particular use to organisations preparing to be audited against ISO/IEC 20000 or planning service improvements.
What’s the relationship with ITIL?
ISO/IEC 20000 is actually framework independent, which means you don’t actually have to use ITIL in order to be eligible – you could be using another process framework such as the ones from Microsoft or HP, or one you created yourself.
However, as stated above there is an alignment between ITIL and ISO/IEC 20000, and you will find many organisations with ISO/IEC 20000 using ITIL.
Is ISO/IEC 20000 worth considering?
Even if you’re not wanting to get certification, ISO/IEC 20000 provides a very useful structure for alignment and reference for any Service Management improvement or implementation. If you are aligned to ISO/IEC 20000, you will have the core components and capabilities required for an effective and efficient service management capability.
As many organisations, including governments and public bodies, require that their service providers have ISO/IEC 20000, it could give you competitive advantage.
It can help you show you are better than your competitors, and protect against the threat of outsourcing in some cases.
In addition, it can be used to drive cost reduction and increased business alignment.
Why BSMimpact for ISO/IEC 20000?
· We have qualified ISO/IEC 20000 Consultants – we don’t think you’ll find an organisation with more qualified and operationally experienced resources
· Our consultants are also qualified ISO/IEC 20000 Auditors – which means we know what the auditors are looking for
· We’re independent, so we won’t be trying to sell you tools or proprietary methodologies
· We don’t help you get ISO/IEC 20000 as a ‘tick in the box’ – for us, it has to be used to deliver real business benefits in service quality, efficiency, cost reduction, business alignment and customer satisfaction
How do we get started?
We start by having an informal discussion with you, usually with the CIO/CTO or Senior Responsible Owner for Service Management, to see if ISO/IEC 20000 will give you real benefit.
If not, then it won’t have cost you to find out. If it is going to be of benefit we will work with you to identify the best approach for your organisation.
BSMimpact ISO/IEC 20000 capabilities
We offer a range of services in this area, everything from assessments through to full programme management, which can be tailored to suit as required.
· If you just need some ad hoc support, this could be as little as 1 day from one of our consultants
· ISO/IEC 20000 initial assessments – carried out by our qualified ISO/IEC 20000 Consultants, acts as a baseline for continual improvement
· Test Audits - formal or informal (a positive and supportive approach which facilitates continual improvement) conducted by our qualified ISO/IEC 20000 Auditors
· Consultancy support – adding capability to your internal team where you need it, transferring knowledge, mentoring and coaching, introducing best practice and experience, and accelerating the whole process
· ........................ lots more which we can discuss with you if you decide ISO/IEC 20000 is for you | 
