ISO/IEC 20000

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Overview

FCG has a wealth of experience in assisting organizations implement the necessary processes, policies, procedures and work instructions necessary to support the requirements of the ISO 20000 Standard and have a proven track record of clients successfully attaining certification.

Our proven roadmap, shown here, provides clients with a clear strategy of how best to approach an ISO 20000 project, with FCG able to guide them on a successfully journey and in the most effective manner.

What Is ISO/IEC 20000?

ISO 20000 is an international standard and consists of a number of requirements that an IT organization (ITO) can be formally audited against to show that the ITO is proficiently operating its IT service delivery to a per-determined ‘standard’. Its full title is ISO/IEC 20000 Information technology – Service management, sometimes for brevity just called ISO 20000 (or ISO20000).

Whilst organizations that operate service management can be assessed against ITIL®, this is a best practice framework that allows an organization to be selective about which elements they do, and there is no minimum number of processes that must be performed, or indeed which parts of a process need to be performed – whereas ISO/IEC 20000 specifies a set of processes and an over-arching management framework that must be effectively performed and managed, and evidence shown of that.

There are a number of parts to ISO/IEC 20000, but it is Part 1 (Service management system requirements) that specifies the mandatory aspects that any ITO must perform (and show evidence of) in order to achieve certification.

FCG’s three steps to ISO/IEC 20000 certification

As a way of breaking down the journey into clear and easily manageable chunks, FCG has written three papers that explore in more detail the necessary steps in achieving ISO/IEC 20000.

Step 1 – Planning

The first paper focuses at more of a strategic level and helps to answer the question of why an organisation should seek certification. ISO/IEC 20000 is not suitable for all organisations, indeed some organisations may even find that they cannot seek certification, such as if too much of the IT operation has been outsourced. The paper also provides more information on the Standard itself, an outline of what is involved in obtaining certification, how long it is likely to take, and importantly where to start.

Step 2 – Assessment

The second paper discusses the benefits of doing an initial assessment of the current state of the ITO and the mechanisms for performing one. The assessment provides an objective view of where the ITO is currently failing to meet the requirements of the Standard (known as ‘non-conformities’), along with where the requirements are already being met. From here a custom roadmap and project plan can be developed to take a client right through to the final certification activity and beyond.

Step 3 – Implementation

The third in final paper in the series focuses on implementing and/or improving the ISO/IEC 20000 ‘service management system’, including remediating any of the non-conformities that may have been identified in the assessment performed in step 2. This, along with ensuring all of the required documentation is in place to support the requirements of the standard, along with other requisite evidence such as proof of process operation and relevant outputs being generated. This paper wraps-up the journey with pre-audit checks and then the final certification audit.

How FCG can help you on your journey to successful ISO/IEC 20000 certification

In addition to what has been mentioned above, there are other ways that FCG can help organizations on a successful journey to certification. Whilst there are specific consultancy activities that have already been described, it is often found that further support is required to be provided, as an ITO still has to deal with the day-to-day delivery of services to their customers. So FCG can provide just a ‘light-touch’ supporting role, or a more hands-on involvement. Additionally, FCG can also provide resources to fulfil roles on an interim basis via our Managed Resourcing service. FCG can provide the flexibility required to support the ITO in whichever way best suits their needs. Our Training portfolio also covers all of the key ISO 20000 courses, including ISO/IEC 20000 Awareness, ISO/IEC 20000 Foundation and ISO/IEC 20000 For Auditors.