ISO/IEC 20000 is an internationally recognized standard for IT Service Management. The standard outlines how to implement IT services that are driven by and support business objectives – rather than just technology needs. By achieving the ISO 20000 certification, your organization will be able to gain benefits such as: improving corporate image and credibility, increased customer confidence, reduction in incidents and improved incident management. Main points covered: • Improving corporate image and credibility • Increased customer confidence • Reduction in incidents and improved incident management Presenter: This webinar was hosted by Olutimilehin Oyesanya. Mr. Oyesanya is a technology management consultant, certified information systems security processional, certified information systems auditor, project management professional and a PECB Certified Trainer. Link of the recorded session published on YouTube: https://youtu.be/ll00-Sb-ZNw

1. Presented by: OLUTIMILEHIN OYESANYA
CISSP, CISA, PMP, ISO 20000 LI, ISO 27001 LA

2. Olutimilehin Oyesanya
Technology management consultant
Olutimilehin Oyesanya is a Technology management consultant, certified information
systems security processional, certified information systems auditor and project
management professional. Mr. Oyesanya is also PECB Certified Trainer.
+2348061642169
timilehino@phillipsconsulting.net
www.phillipsconsulting.net
https://ng.linkedin.com/in/olutimilehin-oyesanya-58a54615

3. 3
Profile of Presenter
3
‘Timilehin is a Technology management consultant, certified information systems security
processional, certified information systems auditor and project management professional.
With a first degree in Computer Engineering Technology, he has over 11 years’ knowledge
and experience spanning IT Governance and Compliance, IT performance management, IT
audit, IT risk management, IT process assessment, IT strategy, IT service management and
IT policy development within the private and public sectors.
Background
Recent work
Olutimilehin
Oyesanya
‘Timilehin has been involved in several consulting engagement including gap assessment,
remediation and certification of organizations for ISO 20000 and ISO 27001, IT infrastructure
upgrades, IT performance improvement, IT audit and enterprise application deployment.
He facilitates several trainings including ITIL foundation, COBIT Foundation and Assessor,
Project Management Professional, CISSP, business intelligence and data mining, ISO 27001
Lead Auditor, ISO 20000 Lead Implementer, ISO 38500 Governance Manager and Microsoft
enterprise project management solutions.
Qualifications
ISO 20000 Lead Implementer, ISO 27001 Lead Auditor,
PMI Project Management Professional (PMP),
ITIL V3.0, ITIL Service Operation, ITIL Service Transition, ITIL Service Strategy,
Certified Information Security Auditor (CISA),
COBIT5 Certified Assessor,
Certified Information Systems Security Professional (CISSP)
Microsoft Certified Systems Administrator (MCSA)

4. AGENDA
1. WHAT IS ISO 20000
2. ISO 20000 PROCESSES
3. VENDOR NEUTRALITY
4. BENEFITS
5. WHO CAN BENEFIT
6. CONCLUSION

5.  ISO 20000 is the international best
practice standard for IT Service
Management.
 ISO 20000-1:2011, the current
version of the standard, provides a
set of standardised requirements
for an IT service management
system, known as an ITSMS.

6. It specifies requirements for the service provider to plan,
establish, implement, operate, monitor, review, maintain
and improve an SMS

7.  ISO 20000 defines
the requirements for
an IT Service
Management
System.
 It sets out the main
processes to deliver
IT services
effectively.

8. The standard itself aligns with ITIL, the IT Infrastructure
Library, and specifies the following key process groups:

9.  Consists of:
◦ A Policy
◦ People with defined responsibilities
◦ Management processes relating to:
 Policy
 Planning
 Implementation and service operation
 Performance assessment
 Management review
 improvement

10. By aligning to ISO 20000-1 IT Services Certification, your organisation
will be able to obtain numerous benefits such as:
Better
alignment of IT
services and
the business
Improving
corporate image
and credibility
Increased
reputation and
customer
confidence
Adoption of an
integrated
process to the
delivery of IT
services
Reduction in
incidents and
improved
incident
management
Increased
commitment of
senior
management to
IT
Reduction in
response times
and
interruptions to
IT service
Improved
management of
cost leads to
financial
savings
Fundamental
shift to pro-
active rather
than re-active
processes
A culture of
continuous
improvement

11.  Provides a structured framework for setting IT service
management objectives
 Ensures that an appropriate process is followed to
establish effective IT service management processes
 Emphasises regular review so that processes stay up to
date
 Encourages continual improvement in IT service
management
 Ensures that everyone is aware of their roles and
responsibilities for IT service management

12.  Organizations seeking services from service providers
and requiring assurance that their service requirements
will be fulfilled;
 Organizations that require 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 fulfill 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;

13.  Obtain clear management commitment
 Form a project team and create a plan
 Agree the scope of the SMS
 Perform a gap assessment against the ISO/IEC 20000
standard
 Define our IT service management policy
 Start to engage fully with the business

14.  The process of adopting and implementing ISO/IEC
20000 is actually a demanding project, requiring a lot of
resources.
 It has a lot of benefits which can surely increase the
performance and image of your organization.
 Having a good knowledge of key ITIL processes is a
good starting point to begin an implementation

15. ?
QUESTIONS
THANK YOU
+2348061642169
timilehino@phillipsconsulting.net
www.phillipsconsulting.net
https://ng.linkedin.com/in/olutimilehin-oyesanya-58a54615