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ISO 20000

Overview

Many organisations are aware that their information service delivery capability service could be better.

Providing superior levels of service to your customer, whether they be internal or external, is a challenge that many organisations strive for, yet few attain. Those that provide a superior service reap the positive financial benefits of:

better employee morale;

better employee retention.

improved customer retention;

increased market share;

satisfied customers;

superior reputation;

They are also aware that their business expectations are not always met and that cost pressures means that simply meeting Service Level Agreements (SLAs) are no longer sufficient. Some of the issues that cause these failures may be due to:

  • a culture that simply doesn't see the value of adhering to laid down disciplines
  • a poor performing Service Desk;
  • failure to fully test new products and services;
  • failure to involve your customer in the design, development and production processes;
  • failure to meet your customer's requirements;
  • inadequate systems management;
  • the inability to accurately forecast future capacity requirements;
  • the way that the developers deliver new or enhanced services and infrastructure without due regard for the production requirements;
  • weak processes exist;

ISO 20000 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers. It is increasingly seen as 'the quality standard' for IT Service Management.

ISO 20000 is aligned with, and complementary to, the process approach defined within the IT Infrastructure Library (ITIL) from the Office of Government Commerce (OGC) in the UK.

Service Offering

BCRM has developed its own methodology based on ISO 20000 / ITIL that contains a Service Management Policy and all of the processes, procedures and plans that are required to develop a Service Management System (SMS) based on the Deming cycle of:

  • plan;
  • do;
  • check;
  • act;

that all of the major management systems standards have adopted.

Approach

BCRM has developed a standard approach to assist you in implementing ISO 20000 and achieving certification:

  • agreeing your mission, vision, business objectives and values;
  • assist in the continuous improvement process, as required.
  • assist in your certification audit as required;
  • define your metrics and KPIs;
  • define your service improvement plan;
  • defining your scope of IT service management;
  • design and document processes and procedures appropriate to your organisation;
  • development of the implementation plan according to your priorities;
  • ensure your top management have bought into the process;
  • gap analysis
  • goal setting;
  • implementation of the processes and procedures developed;
  • prepare for your certification audit;
  • training your relevant employees;
  • undertake internal audits;

BCRM has experience in implementing ISO 20000 for its Clients and taking a number of them through to certification.

Benefits

The BCRM approach builds operational resilience by:

  • allowing you to make contractual bids, where if you were not certified, you may be precluded;
  • assuring management and customers of service delivery levels in place;
  • bringing your organization to compliance with legal, regulatory, and statutory requirements;
  • providing a certification recognised internationally;
  • demonstrating superiority over your competitors;
  • demonstrating compliance verified by a third party Certification Body;
  • helping to align and integrate your IT Services with the overall business strategy;
  • increasing overall organizational efficiency and operational performance;
  • increasing and strengthening vendor status of your organization;
  • increasing customer confidence in your products and services;
  • managing and treating significant risks to reduce them to an acceptable level in line with risk appetite
  • minimizing internal and external risks to service continuity;
  • providing a process for Information Technology Governance.
  • providing assurance to stakeholders and more importantly, to your customers, for the management of IT services;
  • providing the organization a platform to organize current IT services into a formal framework;

Next Steps

  • BCRM are justifiably proud of our 100% SUCCESS RATE, of achieving first time certification through an Accredited Certification Body for our Clients;
  • BCRM has a number of other service offering, these are listed here;
  • BCRM is committed to providing a consistently high value service to our Clients;
  • David Lilburn Watson, who remains personally 'hands-on' throughout the process, manages this process.
  • to understand how the BCRM suite of offerings can be used to transform your business, please contact us
  • we look forward to discussing your specific requirements, at your convenience;
  • we offer a free Health Check for BS 20000;
  • whatever other type of consultancy you require, we can possibly offer a free Health Check.