|
|
© 2011 ITPMG, LLC. All rights reserved.
ISO/IEC 20000
ISO 20000-1:2002 specifies five key Service Management process domains:
Service Delivery Processes: including Service Level Management, Availability Management and Capacity Management
Relationship Processes: including the interface between the service provider and both customers and suppliers.
Resolution Processes: focused on incidents in the environment and root cause identification and removal.
Control Processes: including Change and Configuration Management.
Release Process: processes involved with rollout of new or changed hardware and software.
Description
ITPMG provides a number of key offerings related to implementation of ISO 20K:
Awareness & Scoping - NAI will design and deliver a custom awareness and training program and define the scope and eligibility for certification.
Deliverable: Internal briefings and recommendations for achieving ISO 20000 certification.
Facilitated Assessment - A short engagement with one of our expert consultants facilitating a 1 - 2 days workshop and answering questions to help with your self-assessment of adherence to the standard.
Deliverable: A short report providing feedback on the self- Assessment process.
Readiness Assessment - A four week engagement for one of our expert consultants to conduct an assessment of your service management capabilities against the standard using documentation review, interviews and evidence.
Deliverable: An assessment report including recommendation for closing any critical gaps.
Comprehensive Assessment - A rigorous and multi-dimensional evaluation of existing processes, policies, culture and technology support against best practices and the standard.
Deliverable: A detailed report and action plan for achieving ISO 20K certification and business objectives.
Service Delivery Processes: including Service Level Management, Availability Management and Capacity Management
Relationship Processes: including the interface between the service provider and both customers and suppliers.
Resolution Processes: focused on incidents in the environment and root cause identification and removal.
Control Processes: including Change and Configuration Management.
Release Process: processes involved with rollout of new or changed hardware and software.
Description
ITPMG provides a number of key offerings related to implementation of ISO 20K:
Awareness & Scoping - NAI will design and deliver a custom awareness and training program and define the scope and eligibility for certification.
Deliverable: Internal briefings and recommendations for achieving ISO 20000 certification.
Facilitated Assessment - A short engagement with one of our expert consultants facilitating a 1 - 2 days workshop and answering questions to help with your self-assessment of adherence to the standard.
Deliverable: A short report providing feedback on the self- Assessment process.
Readiness Assessment - A four week engagement for one of our expert consultants to conduct an assessment of your service management capabilities against the standard using documentation review, interviews and evidence.
Deliverable: An assessment report including recommendation for closing any critical gaps.
Comprehensive Assessment - A rigorous and multi-dimensional evaluation of existing processes, policies, culture and technology support against best practices and the standard.
Deliverable: A detailed report and action plan for achieving ISO 20K certification and business objectives.
Software Development Process Improvement Service Offerings:
Accelerating ITIL Process Deployment
ITIL and ISO 20000 Assessments
IT Service Transformation (Using ITIL, CMMI, COBIT, and PMBOK)
Competency Development and Training
Regulatory Compliance IT Support Assessment and Strategy
Quality Assurance and Testing Process Assessment
Software Asset Management
ITIL and ISO 20000 Assessments
IT Service Transformation (Using ITIL, CMMI, COBIT, and PMBOK)
Competency Development and Training
Regulatory Compliance IT Support Assessment and Strategy
Quality Assurance and Testing Process Assessment
Software Asset Management
Performance Services
Performance Management & Measurement Services
Benchmarking Services
ERP Optimization Services
Software Development Process Improvement
Risk Management
Skills and Compentency Management
Planning and Strategy Services
Business Planning and Analysis
Business Process Management
Contract and License Management Review and Analysis
Enterprise Network Infrastructure Strategy and Planning
Enterprise Resource Planning (ERP) Strategy Services
IT Strategy and Plan Review
Storage Strategy and Plan Review
Security and Regulatory Compliance Strategy and Planning
Vendor and Technology Analysis
Performance Management & Measurement Services
Benchmarking Services
ERP Optimization Services
Software Development Process Improvement
Risk Management
Skills and Compentency Management
Planning and Strategy Services
Business Planning and Analysis
Business Process Management
Contract and License Management Review and Analysis
Enterprise Network Infrastructure Strategy and Planning
Enterprise Resource Planning (ERP) Strategy Services
IT Strategy and Plan Review
Storage Strategy and Plan Review
Security and Regulatory Compliance Strategy and Planning
Vendor and Technology Analysis
ITPMG Services
ISO/IEC 20000 (ISO 20K) is the world's first Service Management process standard which is
internationally recognized through the ISO certification scheme. The standard promotes the
adoption of an integrated process approach to effectively deliver managed services to meet
business and customer requirements.
ISO/IEC 20000 is the first formal international standard specifically related to IT service management. Published on 15 December 2005, it is based on the established BS15000, which is, in turn, based on the Information Technology Infrastructure Library (ITIL) framework. Thus, any organization familiar with ITIL will feel comfortable interpreting ISO/IEC 20000 and BS 15000.
With the arrival of ISO/IEC 20000, the level of interest in certification of IT service management (ITSM) capabilities by external services providers is expected to grow. Gartner believes that by 2008, "ITIL compliance" will be a buying criteria in 75 percent of relevant IT sourcing decisions (0.8 probability), and by year-end 2008, at least 60% of relevant public-sector and at least 30% of relevant private-sector sourcing deals in mature information and communication technology (ICT) economies will demand ISO/IEC 20000 certification in their RFPs (0.6 probability).
ISO 20000 Key Highlights:
ISO/IEC 20000 is the first formal international standard specifically related to IT service management. Published on 15 December 2005, it is based on the established BS15000, which is, in turn, based on the Information Technology Infrastructure Library (ITIL) framework. Thus, any organization familiar with ITIL will feel comfortable interpreting ISO/IEC 20000 and BS 15000.
With the arrival of ISO/IEC 20000, the level of interest in certification of IT service management (ITSM) capabilities by external services providers is expected to grow. Gartner believes that by 2008, "ITIL compliance" will be a buying criteria in 75 percent of relevant IT sourcing decisions (0.8 probability), and by year-end 2008, at least 60% of relevant public-sector and at least 30% of relevant private-sector sourcing deals in mature information and communication technology (ICT) economies will demand ISO/IEC 20000 certification in their RFPs (0.6 probability).
ISO 20000 Key Highlights:
• Management system standard
• Service management specific
• Plan-Do-Check-Act processes
• Management responsibilities (including staff management)
• 13 service management processes - ISO 20000-1:2002 is a Specification
• Defines what is required
• Basis of independent third party audits - ISO 20000-2:2002 is a Code of Practice
• Explains the Part-1 requirements
• Is not part of the requirements
• Service management specific
• Plan-Do-Check-Act processes
• Management responsibilities (including staff management)
• 13 service management processes - ISO 20000-1:2002 is a Specification
• Defines what is required
• Basis of independent third party audits - ISO 20000-2:2002 is a Code of Practice
• Explains the Part-1 requirements
• Is not part of the requirements
• Enforce 'best practice' process compliance
• Helps you operate more effectively
• Standard is aligned with ITIL®
• Enables auditing of quality
• Proves you are deploying best practice
• More effective management of suppliers
• Helps you demonstrate Service reliability and consistency
• Enable you to reduce risk, cost and time to market for new products and services
• Helps you become more competitive
• Helps you operate more effectively
• Standard is aligned with ITIL®
• Enables auditing of quality
• Proves you are deploying best practice
• More effective management of suppliers
• Helps you demonstrate Service reliability and consistency
• Enable you to reduce risk, cost and time to market for new products and services
• Helps you become more competitive
Target Audience
CIO (primary), CFO
IT executive who is responsible for the current state of a company's ITSM processes, policies, and current capabilities to achieve certification and key business objectives. This offering provides a rapid assessment of the current state of a company's ITSM processes, policies, and current capabilities to achieve certification and their key business objectives.
CIO (primary), CFO
IT executive who is responsible for the current state of a company's ITSM processes, policies, and current capabilities to achieve certification and key business objectives. This offering provides a rapid assessment of the current state of a company's ITSM processes, policies, and current capabilities to achieve certification and their key business objectives.
Benefits: