The document outlines the key steps for implementing ISO20000, including using a phased approach, conducting a gap analysis, developing a business case, creating an implementation plan, and focusing on continual improvement. It recommends referencing ITIL for details on specific processes and using ISO20000 Part 5's exemplar implementation plan as guidance. The plan advocates for project support and commitment from management, establishing a skilled project team, and applying lean IT principles to avoid unnecessary documentation and ensure the changes benefit customers.

1. IMPLEMENTING ISO20000
GOH BOON NAM
30 Sep 2016 / ITSM COP
(Total Slides=21) 05/10/2016 4:47 pm - d:issitsm cop2016-09itsm cop-impl iso20000.pptx © 2016 National University of
Singapore. All Rights Reserved.
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Please see Acknowledgements & Notices for ITIL® in second last slide

2. Agenda
• ITIL® - details of ISO20000 processes
• ISO 20000 Part 5 – Exemplar Implementation
Plan
• Phased Approach
• Key Considerations
• Project Support & Commitment
• Project Team
• Gap Analysis
• Developing the Business Case
• Plan
• Implementation
• Post-Implementation
• Templates
• Lean IT
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of
Singapore. All Rights Reserved.
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3. Agenda
• ITIL® - details of ISO20000 processes
• ISO 20000 Part 5 – Exemplar Implementation
Plan
• Phased Approach
• Key Considerations
• Project Support & Commitment
• Project Team
• Gap Analysis
• Developing the Business Case
• Plan
• Implementation
• Post-Implementation
• Templates
• Lean IT
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of
Singapore. All Rights Reserved.
3

4. ITIL for Details of Processes
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of
Singapore. All Rights Reserved.
4
e.g. Change Management
1 page
Sufficient?
ITIL Service Transition Book
e.g. Change Management
30 pages
including process flows

5. Agenda
• ITIL - details of ISO20000 processes
• ISO 20000 Part 5 – Exemplar Implementation
Plan
• Phased Approach
• Key Considerations
• Project Support & Commitment
• Project Team
• Gap Analysis
• Developing the Business Case
• Plan
• Implementation
• Post-Implementation
• Templates
• Lean IT
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of
Singapore. All Rights Reserved.
5

6. ISO 20000 Part 5 – Exemplar
Implementation Plan
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of
Singapore. All Rights Reserved.
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ISO20000 Part 1 - Service management
system requirements
• The requirements for an organisation to be
certified ISO20000
ISO20000 Part 5 - Exemplar implementation
plan
• Guidance on how to implement ISO20000

7. ISO 20000 Part 5 – Phased Approach
• Can you attain ISO20000 by just implementing
part of it?
• No, need to implement all of ISO20000 in order to
attain the certification
• If so, do we implement all of ISO20000 in one
go (i.e. big bang) so as to achieve the
certification?
• No, ISO20000 Part 5 recommends implementing
by phases
• ISO20000 certification after final phase
• Long journey – how to sustain the momentum?
• “CMMI for Service” appraisal
• Can appraise and get recognition for
completion of individual processes
• Also, for businesses where difficult to do all of
ISO20000 and prefer just do some of the
processes (e.g. only service desk business)
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of
Singapore. All Rights Reserved.
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8. ISO 20000 Part 5 – Key
Considerations
• Gives advice on various aspects of
implementation – e.g.
• Start where can see immediate benefit
• Phases should support service provider
/ customer priorities
• Organisation change management of
affected staff
• Exercise should not be documentation-
centric but more on how work is done
• Tailor to the size and complexity of
organisation
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of
Singapore. All Rights Reserved.
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Image courtesy of Stuart
Miles at
FreeDigitalPhotos.net
NOT lead to this:

9. ISO 20000 Part 5 – Project Support
& Commitment
• Management support and commitment
• Use business case to help in this
• Get management to allocate priority
• Support and Commitment not just first phase
• Maintain in all phases
• Stakeholder support and commitment
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of
Singapore. All Rights Reserved.
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https://www.flickr.com/photos/66719390@N08/7000816209

10. ISO 20000 Part 5 – Project Team
• Strong Leadership and Expertise
• Not just in individual processes
• Integration into coherent whole
• To also include
• Process Owners
• Service Owners
• Operational Managers
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of
Singapore. All Rights Reserved.
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https://upload.wikimedia.org/wikipedia/commons/b/ba/Working_Together_Teamwork_Puzzle_Concept.jpg

11. ISO 20000 Part 5 – Gap Analysis
• Management System
• Documents / records
• Actual practices
• Reviews / audits
• SLA achievements
• CSI plans
• Staff skills / competencies
• etc.
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of
Singapore. All Rights Reserved.
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https://upload.wikimedia.org/wikipedia/commons/9/90/Siduhe_Bridge-4.jpg
Where to analyse the gap?

12. ISO 20000 Part 5 – Business Case
• Convince management to support and commit
to ISO20000 implementation
• Should include aspects such as:
• Need and objective
• Scope
• Expected benefits
• Costs
• Risks
• Conformity assessment
• Timescales
• etc.
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of
Singapore. All Rights Reserved.
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https://c2.staticflickr.com/6/5187/5751301741_aa8463e472_b.jpg
Benefit
of Use
Cost
of Creation /
Maintenance

13. ISO 20000 Part 5 – Plan
• Planning considerations
• Scope
• Timeframe
• Resources
• Funding
• Risks
• Stakeholders
• Existing ITSM maturity
• Receptiveness to change
• etc.
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of
Singapore. All Rights Reserved.
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14. ISO 20000 Part 5 – Implementation
• Outcomes expected of
improved processes
• Defined
• Documented
• Implemented
• Operated and Managed
• Measured
• Reviewed / audited
• Improved
• etc.
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of
Singapore. All Rights Reserved.
14
https://upload.wikimedia.org/wikipedia/commons/thumb/c/c1/HaikuLadder.jpg/576px-HaikuLadder.jpg

15. ISO 20000 Part 5 –
Post-Implementation
• Once implemented and certified to ISO20000,
is that the end of the work?
• Post Implementation work required
• Processes evolve with changing business
objectives and service
• Obtain requirements for New and Changed
Services
• Continual Improvement
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of
Singapore. All Rights Reserved.
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https://en.wikipedia.org/wiki/PDCA#/media/File:PDCA_Cycle.svg

16. ISO 20000 Part 5 – Templates
• Implementation project plan
• Service management plan
• Policy template
• Procedure template
• Change management policy template
• Service improvement plan template
• Key performance indicator reporting template
• Individual customer satisfaction template
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of
Singapore. All Rights Reserved.
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17. Agenda
• ITIL - details of ISO20000 processes
• ISO 20000 Part 5 – Exemplar Implementation
Plan
• Phased Approach
• Key Considerations
• Project Support & Commitment
• Project Team
• Gap Analysis
• Developing the Business Case
• Plan
• Implementation
• Post-Implementation
• Templates
• Lean IT
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of
Singapore. All Rights Reserved.
17

18. Lean IT
• Remember ISO20000-5
advice is not to end up
with this?
• How to ensure?
• Use Lean IT
• Be clear of customer value
to achieve
• Cut wastes not leading to
the value
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of
Singapore. All Rights Reserved.
18
Image courtesy of Stuart
Miles at
FreeDigitalPhotos.net
People don't want to buy a
quarter-inch drill, they want a
quarter-inch hole.
Theodore Levitt
https://c1.staticflickr.com/3/2070/2097329367_4c9d212e2f_z.jpg?zz=1

19. THANK YOU
Q & A
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of
Singapore. All Rights Reserved.
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20. For Further Information
Acknowledgement and Notices
Please refer to:
http://www.iss.nus.edu.sg/
Or email Goh Boon Nam at:
issgbn@nus.edu.sg
For ISS courses relevant to this presentation:
• https://www.iss.nus.edu.sg/executive-education/course/detail/nicf-lean-it-foundation-
certification/
• https://www.iss.nus.edu.sg/executive-education/course/detail/nicf-itil-foundation-certificate-
in-it-service-management/
• https://www.iss.nus.edu.sg/executive-education/course/detail/nicf-itil-operational-support-
and-analysis-certificate/it-service-management
• https://www.iss.nus.edu.sg/executive-education/course/detail/nicf-itil-release-control-and-
validation-certificate/it-service-management
• https://www.iss.nus.edu.sg/executive-education/course/detail/nicf-itil-service-offerings-and-
agreements-certificate/it-service-management
• https://www.iss.nus.edu.sg/executive-education/course/detail/nicf-itil-continual-service-
improvement-certificate/it-service-management
CMMI is registered in the U.S. Patent and Trademark Office by Carnegie Mellon University
ITIL® is a registered trade mark of AXELOS Limited
The Swirl logo™ is a trade mark of AXELOS Limited
© 2016 NUS unless otherwise stated.
05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of
Singapore. All Rights Reserved.
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21. THANK YOU
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Singapore. All Rights Reserved.
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