The ISO 20000 Certification is an international standard that allows organizations to demonstrate excellence and prove best practice in IT service Management. The ISO 20000 Certification allows IT service provider organizations to achieve conformance to a service management system which requires them to continually improve their delivery of IT services. ISO/IEC 20000 was first released in 2005 and is now at the second edition. It aligns to the IT infrastructure library (ITIL®) best practice framework. The adoption of ISO 20000 Certification has grown rapidly in the international arena for both internal and external IT service providers and it has become a competitive differentiation for delivery of IT services.

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Kuala Lumpur, April 20, 2016
ISO 20.000 CERTIFICATION
Pink Elephant
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Why should my organization get certified for ISO 20.000?
 Worldwide standard for IT Service Management
 Measurable proof that Best Practices are implemented
 Not as deep as ITIL – minimum viable subset
 To establish an on-going culture of continual improvement and learning within an
organization, providing a target to achieve and maintain
 To increase the rate of change and the productivity of staff and the use of their skills
 ITIL certifies individuals, ISO 20.000 certifies the organization
The Business Case for ISO 20.000
 ISO 20.000 is the highest available and recognized certification for (managed)
service providers in the world
 Only 837 Service Providers have been certified worldwide – April 2016
 ISO 20.000 gives a competitive advantage for service providers in any tender or
government bid, since it demonstrates the highest quality standards
 Investments in ITIL leave the organization when people leave, the ISO 20.000
Certification is an investment in the organization itself
 ISO 20.000 aligns all (other) service improvement initiatives in the organization
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The ISO 20.000 Business Case

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Other organizations certified in APAC are:
 13 organizations in Malaysia
 6 organizations in Singapore
 34 organization in Hong Kong
 13 organizations in Thailand
ISO 20.000 vs. ITIL Service Management
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ISO 20.000 Certification
ISO 20.000 ITIL Service Management
Standard and Code of Practice Best Practice
Certification for a Service Provider organization Qualification for Individuals
Definitive high-level requirements for processes and
management system
Detailed Best Practice Guidance, descriptions and
implementation aids
Organization structure independent with very few
mandatory roles specified
Defines many functions, process roles and
responsibilities
16 process areas, no functions 26 processes and 4 functions
Includes a Service Management System as governance
structure for daily management
Complements to other (external) governance
frameworks and standards

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The path to achieve the certification frequently includes the following steps:
1. ISO 20.000 Readiness Assessment
2. 4-6 ‘sprints’ of each three months (dependent on results of phase 1)
3. Capabilities and Skill Development within the organization
4. Formal Certification by an Registered Certification Body (RCB)
Depending on the maturity of the organization, an ISO 20.000 Certification Project
frequently takes 12-18 months to complete.
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ISO 20.000 Implementation
ISO 20K Scoping
Assessment
25 days
4-6 Sprints of Improvement
12-18 months
Capabilities and Skill Development
On-going
ISO 20K Scoping
Assessment
5-10 days
Phase 1 Phase 2 Phase 3

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Why choose Pink Elephant for an ISO 20.000 Project?
 Our experience – Pink Elephant has certified dozens of organizations in different
countries and different industries.
 Our approach – Pink Elephant has a standardized approach, which has been
optimized over the last 15 years.
 Our templates – Pink Elephant is the only service provider in the world who has
standardized template documentation for each ISO 20.000 requirement
 Our training – Pink Elephant has trained over 300.000 people globally in IT Service
Management and understand the ‘people factor’ of organizational change.
Two mainstream approaches of Pink Elephant:
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ISO 20.000 Implementation
ISO 20.000 Project Guidance ISO 20.000 Full Implementation
Pink Elephant conducts:
• Readiness assessment (25 days)
• 4-6 mid-review progress reviews (every 3
months)
• Training of employees
Project Responsibility with Client
Conducted by 1 Senior Consultant
Pink Elephant conducts:
• All steps to become ISO 20.000 Certified (12-18
months)
• Document Production and Process Alignment
• Training of employees
Project Responsibility with Pink Elephant
Conducted by team of 3 Consultants

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Jan-Willem Middelburg
Regional Director Asia
jw.middelburg@pinkelephant.com
Thank You Very Much!