How can you apply the ISO/IEC 20000 standard for IT service management?

1 What is ISO/IEC 20000?

ISO/IEC 20000 is a standard that specifies the criteria for an IT service management system (ITSMS). An ITSMS is a set of policies, processes, and procedures that enable an organization to plan, design, deliver, operate, and improve its IT services. The standard is based on the ITIL framework, which is a widely used approach for IT service management. The standard consists of two parts: ISO/IEC 20000-1, which defines the requirements for an ITSMS, and ISO/IEC 20000-2, which provides guidance on how to implement and maintain an ITSMS.

2 Why should you apply ISO/IEC 20000?

Applying ISO/IEC 20000 can bring many advantages to your organization, such as enhancing customer satisfaction and loyalty, improving alignment between IT services and business goals, increasing efficiency and effectiveness of IT processes and resources, and fostering a culture of continual improvement. Additionally, it can demonstrate compliance with legal, regulatory, and contractual obligations related to IT service delivery and management, as well as provide a competitive edge and recognition in the market by achieving a globally recognized certification for IT service management.

3 How can you apply ISO/IEC 20000?

To apply ISO/IEC 20000, you need to follow a systematic process that involves defining the scope and objectives of your ITSMS, establishing and implementing your ITSMS, monitoring and reviewing your ITSMS, and improving your ITSMS. When defining the scope and objectives, you should determine which IT services, processes, and functions are covered by your ITSMS, as well as the goals and outcomes you want to achieve. When establishing and implementing your ITSMS, you should design and document IT service management policies, processes, and procedures according to the requirements of ISO/IEC 20000-1. You should also ensure that you have the necessary resources, roles, and responsibilities to support your ITSMS. When monitoring and reviewing your ITSMS, you should collect and analyze data on the performance and quality of your IT services, processes, and functions. You should also conduct audits and assessments to verify that your ITSMS conforms to the standard and meets your objectives. Finally, when improving your ITSMS, you should identify opportunities for improvement based on the results of monitoring and review activities. You should also update and maintain your ITSMS documentation and records.

4 How can you get certified for ISO/IEC 20000?

If you want to demonstrate that your organization has implemented an ITSMS that meets the requirements of ISO/IEC 20000, you can seek certification from an accredited certification body. This certification process involves a two-stage audit: first, the certification body will review your ITSMS documentation and check if it is complete and consistent with the standard; then, they will visit your organization and conduct interviews, observations, and tests to verify that your ITSMS is effectively implemented and operated. If you pass both stages, you will receive a certificate that is valid for three years. However, you will need to undergo periodic surveillance audits to maintain your certification.

5 What are some challenges and tips for applying ISO/IEC 20000?

Applying ISO/IEC 20000 can be a challenging and complex undertaking that requires commitment, leadership, and collaboration from all levels of the organization. To overcome these challenges, it is important to communicate the benefits and value of ISO/IEC 20000 for the organization and its customers. Establish a clear vision, strategy, and roadmap for implementing and improving the ITSMS. Conduct a gap analysis to assess the current state and maturity of your IT service management practices. Use the guidance and examples provided by ISO/IEC 20000-2 and other relevant standards and frameworks. Train and educate your staff on the ITSMS policies, processes, and procedures. Establish clear roles and responsibilities for IT service management functions. Use tools and technology to support and automate your IT service management activities. Define and use key performance indicators (KPIs) and service level agreements (SLAs) to measure and report on the performance and quality of your IT services. Conduct regular audits and reviews to evaluate the effectiveness and compliance of your ITSMS. Use feedback and data from your monitoring activities to identify areas for improvement. Implement corrective and preventive actions to address root causes of issues, prevent recurrence, celebrate successes, and reward achievements.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?