Table Of ContentI S O / I E C 2 0 0 0 0 C E R T I F I C A T I O N
A N D I M P L E M E N T A T I O N G U I D E
Standard Introduction, Tips for Successful ISO/IEC 20000 Certification,
FAQs, Mapping Responsibilities, Terms, Definitions and ISO 2000
Acronyms
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T A B L E O F C O N T E N T S
ISO/IEC 20000 Certification and Implementation Guide ........................ 1
Write a Review & Receive a Bonus Emereo eBook of Your Choice: Up
to $99 RRP FREE! ................................................................................... 2
Table of Contents ..................................................................................... 3
ISO 20000 Implementation ...................................................................... 7
How to Approach ISO 20000 ............................................................... 8
Myths of ISO 20000 ............................................................................ 10
So Why Bother? .................................................................................. 11
Avoiding Issues ................................................................................... 12
Management ....................................................................................... 13
Obvious? ............................................................................................. 14
Still Facing Resistance ....................................................................... 16
Understand the Threat ........................................................................ 17
Strength in Numbers ........................................................................... 18
Watch out for Hazards ........................................................................ 19
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Misunderstanding? ............................................................................. 20
Need a Coach? ................................................................................... 21
Poorly Written Procedures ................................................................. 23
Poorly Written Procedures (continued) ............................................. 24
Poorly Written Procedures (continued) ............................................. 25
Documentation ................................................................................... 26
‘Special’ Departments ........................................................................ 27
How to Deal With It? .......................................................................... 28
Steering Teams ................................................................................... 29
Keep the Momentum ........................................................................... 31
Celebrate Progress ............................................................................. 32
Usual Suspects .................................................................................... 33
Prepare for Audit ................................................................................ 34
Prepare for Audit (continued) ............................................................ 35
Going the Distance ............................................................................. 36
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Make it Simple .................................................................................... 37
Management Review ........................................................................... 38
Internal Audits .................................................................................... 39
Other Tips for Maintaining Success ................................................... 40
Other Tips for Maintaining Success (continued) ................................ 41
Roles & Responsibilities ..................................................................... 42
Certification Process .......................................................................... 43
Accredited Program Providers ........................................................... 45
After the Certification – What Happens Next? ................................... 46
ISO/IEC 20000 Certification .............................................................. 48
Personal Certification ........................................................................ 49
Qualification Scheme .......................................................................... 50
Mapping Responsibilities: Understanding ‘Who Does What’ ............... 51
Techniques .......................................................................................... 52
RACI Matrices .................................................................................... 59
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Tips for Successful ISO/IEC 20000 Certification Summary .................. 63
ISO/IEC 20000 Frequently Asked Questions ......................................... 65
Terms and Definitions Associated with ISO 20000 ............................... 83
List of Acronyms Associated with ISO 20000 ....................................... 90
Further Reading ...................................................................................... 95
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I S O 2 0 0 0 0 I M P L E M E N T A T I O N
ISO 20000 Implementation
Tips & Techniques
The aim of ISO 20000 – inherited from BS 15000 – is to ‘provide a
common reference standard for any enterprise offering IT services to
internal or external customers’. Given the importance of communication
in Service Management, one of the most important targets of the standard
is to create a common terminology for service providers, their suppliers
and their customers.
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How to Approach ISO 20000
How to approach ISO 20000
• If it works don’t fix it – this is not about perfection.
• Run a process improvement project
• Establish process management
• Integrate with ISO 9001/ISO 27001
• Engage your assessor early
• Map organization & processes to ISO 20000
Plan to fill gaps
Identify who needs to know what
• Get process owners allocated and briefed
ISO 20000 & ITIL Foundation
• 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
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• 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.
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