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Category: IT Service Management
Analytix IT Service Management consulting services will assist you to establish or improve your IT Service Management programme.
Implementation of ISO/IEC 20000:2011 Requirements
Our certified and experienced consultants will assist you to align your IT service management practices with the requirements of the international standard for IT service management, ISO/IEC 20000:2011.
IT Service Management System
We provide the technical expertise and project management capabilities needed to plan, establish, implement, operate, monitor, review, maintain and improve an IT Service Management System that will:
- Improve IT Service Management
- Improve Customer Focus
- Provide reliable, consistent and cost-effective services, giving competitive advantage
- Improve overall reputation and perception of IT
- Shift the balance towards proactive processes
- Improve inter-departmental relationships by giving clarity on “who does what” and common goals
- Utilize a framework for staff training for automation of service management.
- Preparing for certification from a third party certification body
- Reduce the time it takes to resolve a call
- Provide intelligent and meaningful reporting to management
- Measure IT Service Management using Key Performance Indicators.
Our consultants follow a phased approach that makes provision to design and establish the IT Service Management System, taking into consideration the following ISO/IEC 20000:2011 requirements:
- The ISO/IEC 20000:2011 standard’s Requirements for a management system
- Management responsibility
- Documentation requirements
- Competence, awareness and training
- Planning and implementing service management
- Plan service management (Plan)
- Implement service management (Do)
- Monitor, measuring and reviewing (Check)
- Continuous improvement (Act)
- Planning and implementing new or changed services
ISO/IEC 20000-1:2011 – Information technology — Service management — Part 1: Service management system requirements
ISO/IEC 20000-1:2011 is a global service management system (SMS) standard that describes the requirements for an information technology service management (ITSM) system. It specifies requirements for the IT service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil agreed service requirements. The standard was developed to mirror the best practices described within the IT Infrastructure Library (ITIL) framework. ISO 20000 also supports other frameworks, such as Microsoft’s Operations Framework.
- ISO/IEC 20000-1:2011: Information technology — Service management — Part 1: Service management system requirements
- ISO/IEC 20000-2:2012 provides guidance on the application of service management systems (SMS) based on the requirements in ISO/IEC 20000-1. ISO/IEC 20000-2:2012 enables organizations and individuals to interpret ISO/IEC 20000-1 more accurately, and therefore to use it more effectively
ISO/IEC 20000-1:2011 can be used by:
- An organisation seeking services from service providers and requiring assurance that their service requirements will be fulfilled
- An organisation that requires a consistent approach by all its service providers, including those in a supply chain
- A service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service requirements
- A service provider to monitor, measure and review its service management processes and services
- A service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS
- An assessor or auditor as the criteria for a conformity assessment of a service provider’s SMS to the requirements in ISO/IEC 20000-1:2011
The following areas and their processes of the Service Management System lifecycle should be covered in terms of design, documentation and establishment as required by the ISO/IEC 20000:2011 Standard:
- IT Service Management System Manual
- Service Management Policy
- Management Responsibility for IT Service Management
- Service Management Governance of Processes
- IT Service Management Documentation Management
- Design and Documentation of the following IT processes:
- Resolution Processes
- Incident Management
- Service Request Fulfillment
- Problem Management
- Service Delivery Processes
- Service Level Management
- Service Reporting
- Information Security Management
- Service Continuity Management
- Capacity Management
- Availability Management
- Financial Management for IT Services (Budget & Accounting for Services)
- Control Processes
- Change Management
- Configuration Management
- Release and Deployment Management
- Relationship Processes
- Business Relationship Management
- Supplier Management
- Resolution Processes
Our ISO/IEC 20000 aligned IT Service Management consultancy delivers real business benefits:
- Achieve international best practice standards of IT service management
- Develop IT services that are driven by and support business objectives
- Integrate people, processes and technology to support business goals
- Put in place controls to measure and maintain consistent levels of service
- ISO/IEC 20000 is compatible with ITIL to support continual improvement
Train Your Team In-house
Frequently Asked Questions
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Why choose us?
We have over 22 years of experience in helping businesses and employees reach their potential with advanced skills and certifications, no matter what their industry or background experience.
All our services are bespoke, which means we offer the freedom and flexibility to create a solution specific to your industry & training needs.
We can use one or more of our services to deliver the outcome required to gain the maximum results for your business.
Specialist Consultancy Services
We offer a free introductory consultation service, to get an understanding of your organisation, your working environment & your training needs.
Our expertise & experience, combined with your working knowledge, delivers results that are practical & specific to your needs.
Training That Works
We have been involved in many differing, diverse & interesting projects & we have built relationships with organisations from varying industries & sizes. Our efficient, cost-effective and engaging training courses are designed for your company and team to improve the overall business performance and equip employees with up-to-date skills and knowledge.
Talk to us today, and let us help you develop your team with our bespoke training and consultancy services.
Do you only deliver training in Johannesburg?
No, we deliver training in all 9 provinces within South Africa. We have also delivery training in several countries such as Belgium, The Kingdom of Saudi Arabia, Togo, Zambia, Rwanda, Tanzania and Swaziland.
What are the minimum and the maximum number of candidates we can train in-house?
The minimum number of candidates required for in-house training is 6. With regard to the maximum number, this depends a little on the size of the training room you have available, but we normally say between 15 – 25.
Can you tailor the course to our specific requirements?
Yes, all of our courses can be tailored to your requirements. We will aim to refer to working examples within your business or industry.
Who are your clients?
Our clients come from companies and organisations of all sizes within the public and private sector. We work in most industries and have a proven track record of delivering high levels of customer satisfaction. See some of the names we have worked with here.
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