The ISO 20000 Implementation Toolkit

ISO/IEC 20000: Does your organization think about it ?

I think a more appropriate question would be "Why wouldn\'t your organization be thinking about it?".

Having worked with organizations providing services into the  Government, we were mandated (as part of our contract of service) to conform to ISO20000.

It would therefore seem essential for any organization either delivering service into the Public Sector, or with significant Public Sector links to look towards ISO20000 at the earliest opportunity, before the inevitable is forced upon them.

The two ISO 20000 standards are of course relatively complex documents. Both the Specification and the \'Code of Practice\'  require effort and commitment to both understand and implement. This can be a daunting task.

Fortunately, however, it is possible to ease this path considerably. The standards can now be obtained together with a range of items and materials specifically designed to assist implementation, and explain many of the concepts and issues. These resources are intended to be of significant use, both to the beginner and the seasoned professional, and should prove valuable both initially and long into the future.

THE ISO 20000 TOOLKIT

This entire library of items included was developed by leading ITSM professionals, with countless years of experience, and support all the key processes.

Included are the following quality items/libraries: 

- An ISO 20000 Process Compliance Assessment Kit
- A library of materials to support the service delivery processes
- Various items to support the resolution processes
- A range of documents to support the control processes
- A selection of materials to support the release process
- Key items and materials to support the relationship process
- For each process, a graphical reference sheet to assist understanding 
- A training presentation to introduce ISO 20000 to executive management
- A comprehensive ISO 20000 strategy template
- A sample outsourcing agreement

Check the Full Content Here (PDF)

ISO/IEC 20000 defines the requirements for a service provider to deliver managed services.

It is used:

- by businesses that are going out to tender for their services;
- to provide a consistent approach by all service providers in a supply chain;
- to benchmark IT service management; as the basis for an independent assessment;
- to demonstrate the ability to meet customer requirements;
- to improve services.

ISO/IEC 20000 promotes the adoption of an integrated process approach to effectively deliver managed services to meet business and customer requirements.

For an organization to function effectively it has to identify and manage numerous linked activities. Co-ordinated integration and implementation of the service management processes provides the ongoing control, greater efficiency and opportunities for continual improvement.