Professional Documents
Culture Documents
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Although ISO/IEC 20000 is not formally including the ITIL approach, it describes an integrated set of management processes that are aligned with and complementary to the process approach defined within ITIL. The individual ITIL books offer expanded information and guidance on the subjects addressed within the scope of ISO/IEC 20000. (itSMF ISO/IEC20000 Pocket Guide)
the documentation a valuable (and inexpensive) tool to assist in implementing Service Management processes based on ITIL guidelines. It is a standardized way to measure progress in becoming an ITIL based organization. Additionally, by using the requirements today, organizations can leverage their efforts if they decide to pursue ISO 20000 sometime in the future. Suggested Actions Like any other good improvement initiative, ISO 20000 is not a destination, its a journey. A journey in which IT strives to achieve world class service management practices based on real customer input and requirements. Whether or not an organization is seeking ISO 20000 certification, it should first and foremost establish a culture of continual improvement in ITSM and seek to understand the ITIL processes that are key to business success. The following are some steps to consider: Step One. Establish the right culture and get people on board. Step Two. Build the roadmap. Step Three. Become familiar with pertinent documentation. Step Four. Assess the current situation. Determine how the organization measures up to ISO 20000 standards. ISO 20000 Part 1 and Part 2. Step Five. Initiate an improvement program. Step Six. Seek certification (if desired) About Escoute Consulting Escoute Consulting provides premiere IT Service Management consulting services. We are not constrained by various vendor agreements and alliances - we are truly independent and objective. We are trained in the ITIL best practices framework and use ITIL as a guide to helping you solve your technical challenges.
respect to regulatory compliance (i.e. Sarbanes-Oxley, HIPAA), 4) future compliance audits may require standards certification because ISO 20000 deals specifically with the quality of IT Service Management, and 5) Certification may be required to conduct business with certain organizations (i.e. government agencies). Getting Certified Organizations can be assessed for conformance, and if the assessment is positive, they can be certified by Registered Certification Bodies (RCBs). These bodies are approved by the IT Service Management Forum (itSMF) and are licensed to use its logo. RCBs are in many countries worldwide, and are independent from consultant firms, whos role it is to provide advice in preparation for an independent audit by a RCB. Although service providers can claim to be compliant with the specifications, a formal audit and certification will be significantly more reliable. The general process for certification includes: application screening, planning and preparation, certification, and re-assessment. For Organizations Not Seeking Certification If youre not interested in achieving certification, it is wise to use the ISO 20000 checklist as a guide towards your continuous improvement initiatives. Consider
Mark Thomas is the President of Escoute Consulting, LLC and has over 16 years experience in leadership and technical positions in various industry and consulting organizations. Mark can be reached at mark@escoute.com.
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