The main point is – we don’t do fire-fighting action anymore. Quite contrary – we have a tool to that goes deep in daily activities and that is directed towards excellence in IT service management. And there are benefits for you personally, too.
ISO = International Organization for Standardization
The standard can be used and implemented by any organization regardless of its activity or sector
To learn more about ISO 20000, see “What is ISO 20000?” https://advisera.com/20000academy/what-is-iso-20000/
Read the article 4 Crucial Techniques for Convincing your top Management to Implement ISO 20000 https://advisera.com/20000academy/blog/2017/10/31/4-crucial-techniques-for-convincing-your-top-management-to-implement-iso-20000/ to learn how to approach your top management.
ISO 20000 is about services. The most important are – customer facing services, i.e. services that customer(s) use. But, internal (or supporting) services should not be neglected. Namely, without them, customer facing services would not be faceable. Therefore, IT Service Management should take care about both of them.
Service Catalogue is organization's „window to the world”. This means that if Service catalogue is readable, understandable and up-to-the-point -> that’s the first step towards customer’s order.
Someone has to manage all services an organization has. With all their attributes, like timing of delivery, resources needed/available, etc. Service portfolio is a „spine” of service management oriented organization.
Read the articles to learn more:
ITIL Customer-facing vs. supporting services https://advisera.com/20000academy/blog/2014/05/27/itil-customer-facing-vs-supporting-services/
Service Catalogue – a window to the world” https://advisera.com/20000academy/blog/2013/03/19/service-catalogue-window-world
Service Catalogue – Defining the service https://advisera.com/20000academy/blog/2014/03/11/service-catalogue-defining-service
To answer the question „Why, after all, we should invest in IT Service management?’’ – here are few tips to answer the question:
Productivity - well-defined and managed processes are a prerequisite for operational efficiency, and therefore cost savings (decreased costs actually increase the profit). Take, for example, a situation when the customer calls the Service Desk, a competent technician takes the call, he has an overview of the user’s assets (i.e., Configuration Items), and he either resolves that incident while the user is on the call or knows exactly to whom to forward that incident. In parallel, he opens the Problem record, because only a temporary fix can be implemented immediately and the root cause must be found. Once the root cause is found, a Request for Change is raised, and the change that eliminates the root cause of that incident (and all such future incidents) is implemented. And, all that happens within the agreed resolution time (agreed and documented in the Service Level Agreement).
Smiles and revenue - A smile, but on your customer’s face. A satisfied customer is your best marketing tool. Having satisfied customers means that your ITSM is fit to answer any and all challenges your customers send your way. Being fit for business challenges means that you don’t need a big investment in ITSM to satisfy new customers – you just need to apply what you already have. Besides additional revenue, new customers mean better utilization of your resources, meaning an increase of your ROI (Return on Investment) in ITSM (employees, tools, etc.).
These articles will provide you more details:
„How to make your investment in ISO 20000/ITIL profitable” https://advisera.com/20000academy/blog/2017/05/18/how-to-make-your-investment-in-iso-20000-itil-profitable/
„Why ITIL?” https://advisera.com/20000academy/knowledgebase/itil/
For more information about the myths of ISO 20000 you can read the following article What are the most common ISO 20000 implementation myths?: https://advisera.com/20000academy/blog/2016/02/23/what-are-the-most-common-iso-20000-implementation-myths/
For more information about key benefits of ISO 20000 implementation read the following article 5 key benefits of ISO 20000 implementation: https://advisera.com/20000academy/blog/2016/02/09/5-key-benefits-of-iso-20000-implementation/
Use these explanations for each of the bullets:
Without management support, the implementation of the SMS is almost certain to fail. Management needs to be on board to make sure that adequate resources (i.e. money and human resources) are available and any roadblocks can be overcome.
There are a number of key roles and responsibilities that need to be allocated and fulfilled successfully in both the setting up and the operation of the SMS. Top management must ensure that key responsibilities and authorities are clearly defined and that everybody involved understands their roles.
The company shall provide the appropriate resources, especially human resources, to establish, implement, maintain and improve continually the SMS in an effective manner.
The effectiveness of the SMS is dependent on active involvement from all employees. Communication and participation across all levels of the company, especially top management, is crucial in the implementation phase.
The company must be able to assess, provide, and maintain the correct training and communication for the members of the team deemed critical to the performance and objectives of the SMS. It is clear that if the correct people are not trained, competent, and informed, then performance of the SMS will suffer.
Adequate procedures and documentation in accordance to our implementation plan.
Effective audit - ensures that processes are effective and being followed, and therefore delivers continual improvement.
Project manager – write here the person who will coordinate the implementation of ISO 20000
Project sponsor – write here someone from the top management who will provide you with support for your project
Project duration – write here planned duration of the implementation project
Use these explanations for each of the bullets:
Make the most benefit of process implementation – since you need to implement all process required by the standard -> take the most of it. Look for practical usage and that will be appreciated by your management and your colleagues/employees/users will face benefits in their daily activities.
Suggest changes in existing & new policies and procedures – look for improvements that add value.
Read all the new documents and attend awareness & training sessions- be the one „who knows”.
Comply with policies and procedures once they are published – lead by example.
So to conclude – this standard is your tool to manage services you provide as well as organization that supports it. Implemented processes go deep in daily activities but that should make your life easier.
To be effective, ISO 20000 needs to be implemented for real, not just because of an auditor and not just by printing documents without applying them. To really obtain the benefits of the ISO 20000 implementation, the commitment of all the employees within our company is required.
