An IT organization that designs, implements, operates and continually improves its
services applying a combination of the ITSM specifications and ITIL® V3 framework
will deliver those services to internal and external Customers with the greatest
possible efficiency and effectiveness.
Companies may not have the specific expertise, time, experience, or objectivity
to implement and manage Quality IT Services that meet the needs of the business,
without outside assistance.
- A ITSM consultant will be able to close the knowledge and resource gap;
- Add experience and insight to your ITSM project;
- Accelerate your success for internal and external compliance audit significantly,
by preventing any serious mistakes in ITSM development and implementation;
- Fast-track the development process by effectively planning, getting management and
organizational support and ensuring adequate resources;
- Save time and money by developing an effective ITSM, that realizes benefits early
and therefore get faster payback on your ITSM project investment.
It is better to have your personnel do the hands-on development work under the guidance
and expertise of the Consultant. This ensures that ITSM ownership stays within the
organization.
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ISO 20000-1:2005 specifies the compliance requirements for IT Service Management
best practices, while ITIL® V3 is a compendium of IT process and function descriptions.
The ITSM consultant should be able to plan, organize and facilitate the ITIL® V3
project activities, interpret how the ITSM standard applies to your organization,
help identify and document your applicable processes, recommend process improvements,
impart customized on-site training to the various functional levels within your
organization, and conduct internal audits.
The consultant may also help you develop the entire documentation, depending upon
the internal resources you have available to you.
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In ISO 20000-1 sections 3 through 10, the “shall” requirements are listed. The Consultant
will help you to define the level of compliance you desire. Then the ITSM Consultant
will design and implement the relevant ITIL® V3 processes and functions to satisfy
requirement of the above standard to extend that you want.
The Consultant delivers (one or more of) the following services or documents for
the ITSM that reflects the Client’s organization, business practices and level of
compliance to the ISO 20000 standard:
- Service management policy, objectives and plans;
- Ensure customer requirements are determined and met with the aim of improving customer
satisfaction;
- Appoint a manager to be responsible for coordination and management of all services;
- Determine and provide resources to plan, implement, monitor, review and improve
service delivery and service management;
- Manage risks to the IT service management organization and delivered services; and
- Conduct service management reviews, at planned intervals, to ensure continuing suitability,
adequacy and effectiveness.
- Plan Service Management (Plan)
- Implement Service Management and Provide the Services (Do)
- Monitor, Measure and Review (Check)
- Continual Improvement (Act)
- Ensure that proposals for new services or Requests for Change (RFCs) for changed
services shall consider the cost, technical, organizational and commercial impacts
that could result from service delivery and management.
- Define, agree, document, and record Service Level Agreements (SLAs) and supporting
service agreements, supplier contracts and corresponding procedures
- Ensure all RFC’s are recorded and classified (e.g. urgent, emergency, major, minor);
- Ensure assessment for the risk, impact and business benefit of each RFC;
- Document the Change Management process
- Create Release Plans
- Identify process interfaces inherent to a Release Management process
- Conduct training of Client’s personnel, at Client’s discretion, for ISO 20000 Standard
and auditing techniques on-site.
- Prior to the certification audit, conduct on-site audit of the Client’s ITSM to
determine readiness for the certification audit.
As all above items make clear, Branswijck will make sure that your ITSM project
is in compliance with ISO 20000 to the limit you want it to be, to the extend if
you want it, that it can result in certification of your ITSM. We will in that case
also help with:
- Assisting the Client in selecting ISO 20000 registrar.
- Assisting the Client during the certification audit.
International Standard ISO/IEC 20000-1:2005 (E), Information technology — Service
management — Part 1: Specification is an International Standards Organization (ISO)
copyrighted document - © ISO/IEC 2005.
The Information Technology Infrastructure Library, Version 3 is a set copyrighted
books and ITIL® is a registered trademark of the United Kingdom’s Office of Government
Commerce (OGC).
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