Steps to Implement ISO 20000

ISO 20000 is the international standard that enables organization to ensure that their IT Service Management (ITSM) processes are in line with business needs and international best practices. The implementation of an ISO 20000 certification Service Management System (SMS) supports and improves ITIL practices and is the next logical step for organizations that have adopted the ITIL methodology. In this article it will explain the workflow of the ISO 20000 implementation.

Steps for Implementation in logical order:

1. Get management support: This is your first battle to get the management to support the implementation. Because? They need to allow funds and in addition to money, a strong sponsor is needed. It should be management.
2. Establish the project: It is not a mandatory step, but significantly increase implementation efficiency. It’s because you have a clear objective, people (and other resources), time, inputs, outputs, etc. Project management is the tool (responsible for implementation) to keep things under control and get the desired results.
3. Perform gap analysis and evaluation: This is a step that is not mandatory. But it is strongly recommended that you carry out a gap analysis and check your existing management system against ISO 20000 requirements. You are sure that you are managing incidents or modifications even without ISO 20000 in effect. So check what is required to meet standards and do not have to do those things again.
4. Define scope, management responsibilities intent: This is the stage where it is necessary to establish the foundation of their SMS and define the direction of all future activities. So, at this stage, the scope and SMS policy will be defined.
5. Implement support procedures: These are “non-productive” procedure, i.e. those that are not involved in the daily operations of your SMS but have an indirect effect on these procedures. These include, for example, document and record control procedure, internal audit procedure and checklist, communication procedure, etc.
6. Generates documentation / function process: The above steps are used to configure the management system. Now, you must add all the processes required by the standard. You will use the past experience, that is, the knowledge you have, an external support, tools, etc. for implementation. If you have decided to use the project approach, this is where it will be more beneficial.
7. Implementing processes and / or functions: This is the time when the theory goes into practice. In addition to the well-prepared (hopefully) documentation process, its management skills will emerge.
8. Conducting training and awareness program: It is important that all people involved in the SMS are aware of their tasks and has the same understanding (for example, goals and processes) of SMS and “speak the same language” (for Example, when a user reports an error in some of the services – it is an incident).
9. Operate the SMS: Your (or the person who is the SMS manager) management skills are important not only in the implementation phase but also later. Remember, once you implement SMS, it will support IT services used by their clients. And that can be difficult. Therefore, you need to be good at managing the services that is to run the SMS.
10. Creating the concept of continuous service improvement: In addition to being one of the requirements, it is also one of the facts in everyone’s life (including SMS) – the changes are continuous. And this is a good thing. It will improve SMS performance and make customers happy.
    Implement the concept of continuous service improvement: After defining the concept of continuous improvement of services – implement it. And continue to run even if you have to improve it (occasionally).
11. Conduct Internal Audit: This step will tell you how well it has done so far. Finding an objective person (who was not part of the achievement) to conduct the audit.
12. Management review: This is one of the steps and completion of the required project. Your management would like to know what’s going on. Make a good preparation (you have many standard requirements, and will help you prepare for the meeting successfully).