About ISO 20000-Information Technology Service Management (ITSM)

IT (Information Technology) is very essential and on-demand on delivering on today's all types of business. However, some of the concerns are increasingly being raised about IT services, internal and outsourced, it is not aligned or compliant within the needs of businesses and customers.

 

A truly recognized solution to this issue is to practice an IT Service Management System (ITSMS) based on ISO/IEC 20000, the international standard for IT Service Management.

 

Certification to this standard enables every organization to independently demonstrate to every customers that the best practices are being met. ISO/IEC 20000 is based on and replaces BS 15000, the internationally recognized British Standard.

Main Highlights

ITSM based on ISO/IEC 20000 defines the internationally accepted set of best practices for the implementation of an IT service management system in both large and small scale organizations. 

 

A recognized solution to this problem is to use an IT Service Management System (ITSMS) based on ISO/IEC 20000, the international standard for IT service management. Certification to this standard enables you to independently demonstrate to your customers that you meet best practice.

 

ISO/IEC 20000 focuses on the Service Management System (SMS) - how your organization plans, operates, reviews, and improves the delivery of new and changed services that will add value for your customers and save money and effort. 

 

Within the SMS, the organization will focus on an integrated process approach and the well-known and efficient Plan-Do-Check-Act (PDCA) methodology.  

 

ISO/IEC 20000 is the standard for company certification and best practices in IT Service Management. Additionally ISO/IEC 20000 gives you the tools you need to manage the process you learned in the ITIL Foundations and Intermediate classes. With this in place you will be able to take advantage of the interrelationships between the processes so your organization can mature their processes faster. ISO/IEC 20000 also defines the level of governance you need so you can properly manage internal groups and third parties, giving you tangible money saving results.

 

ISO/IEC 20000 is published in two parts:

 

Part One is the specification for service management which covers the IT service management. It is this part which you can be audited against and it sets out minimum requirements that must be achieved in order to gain certification.

 

Part Two is the code of practice for service management, which describes the best practices for service management processes within the scope of the specification.

ISO/IEC 20000 is applicable to any organization, large or small, in any sector or part of the world which relies on IT services. The standard is particularly suitable for internal IT service providers, such as IT departments, and external IT service providers, such as IT outsourcing organizations.

 

The standard is already making a positive impact in some of the leading IT-dependent sectors, such as the business process outsourcing, telecommunications, finance and public sectors

 

Brief about the ISO standard

Primarily, ISO/IEC 20000 certification demonstrates that an organization has adequate controls and procedures in place to consistently deliver a cost effective, quality IT service. 

ISO 2000 Standard

 

The service management processes and/or procedures with the relationships between the processes and/or procedures can be fulfilled in several ways depends on the various service providers. The description or relationship between a service providers with the customer will impact on how the service management processes are being implemented.

 

The following services involved are as follows:

• Capacity Management
• Service Continuity & Availability Management
• Information Security Management
• Budgeting and Accounting for IT Services
• Service Delivery Processes 

  • Service Level Management
  • Service Reporting

• Control Processes

  • Configuration Management
  • Change Management

• Release Processes

  • Release Management

• Resolution Processes 

  • Incident Management
  • Problem Management

• Relationship Processes

  • Business Relationship Management
  • Supplier Management

Adapted from the ISO standard: ISO 20000

 

 

 

 

 

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    ISO/IEC 20000 certification exhibits that an organization has an adequate controls and procedures in place to consistently deliver a very cost effective, quality IT service.

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    IT service providers become more responsive to services which are business led rather than technology driven.

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    External service providers can use ISO/IEC 20000 Certification as a differentiator and attain new business opportunities as it significantly becomes a contractual requirement for government entities.

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    Enhances the organizations monitoring control and the advantage on the ability to select and manage external service providers more effectively.

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    The organization will be provided an extra opportunities to improve the efficiency, reliability and consistency of IT services impacting to costs and services.

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    Certification audits enable the regular evaluation of the service management processes, which helps every organization to maintain and improve effectiveness.

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    The certification process can continously monitor and reduce the amount of supplier audits, thereby reducing costs as an additional benefits to the company.

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    ISO/IEC 20000 is fully compatible with the ITIL (IT Infrastructure Library) framework of best practice guidance for ITSM processes.

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    Gives you the ability to select and manage external service providers more effectively

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    More opportunities to improve the efficiency, reliability and consistency of IT services impacting costs and service

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    Certification audits enable the regular evaluation of the service management processes, which helps to maintain and improve effectiveness

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    ISO/IEC 20000 is fully compatible with the ITIL (IT Infrastructure Library) framework of best practice guidance for ITSM processes


BAS 4P methodology is the way of standardizing the client process and procedure in a systematic way. The 4P enables BAS and client to go through a series of activities that leads to certifications. The 4P methodology deeply analyze and reviews the process and procedure within the organization and improves overall performance of the organization and finally get certified. 
BAS implements the following activities.

 

bas-methodology

 

PREPARE

Understand the context

  • Capture and review business goals to understand the context and client.
  • Determine goals of the assessment of the client by questionnaire, interviews etc.
  • Identify key stakeholders.
  • Determine the scope (functional areas, geographical coverage etc) and timeline.
  • Finalize scope, timeline and resource needs.
  • Confirm approach and seek client commitment.
  • Mobilize the Assessment project team.
  • Schedule interviews.
  • Hold a kick-off meeting.
  •  

PERFORM

Gather Data

  • Gather and Analyze/Review existing documentation, portals, past audit reports, forms, metrics, data etc and understand how the operations is compliance with standards.
  • Conduct interviews and workshops.
  • Document survey results and preliminary ratings if any.
  • Document preliminary findings.
  • Assess environment and, gaining evidentiary support from interviews and documents.
  • Identify key issues and challenges and seek agreements from stakeholders
  • Implement and improve process and procedures

 

PRESENT

Develop Recommendations

  • Identify opportunities to overcome identified issues and/or reach maturity levels.
  • Prioritize alternatives.
  • Develop recommendations and near-term timeline.
  • Prepare final report.
  • Preview final report with stakeholders and update as required.
  • Present final report.

 

PURSUE

Continual Improvement 

  • Follow up with the organization and analyze the how the organization is compliance with the standards
  • Check with the organization that the standards are being implemented and maintained.
  • Evaluate the continual fulfillment and improvement of all the required and relevant documents.

 

Certification Details

 

BAS is a versatile ISO certification body, with various industrial expertise and strong exposures in the field of Quality, Health, Safety and Environmental, Service Management and Information Security Management. We provide reliable services in the UK, Middle East, India and Other countries.

 

We at BAS with our veteran assessors provide you with certification which provides value for your management system. Many clients around the world have greatly benefited through our exemplary service. 

 

The following are the steps in this phase we do as part of certification

 

Contract signature

BAS representative sends out an application which is a questionnaire to the organization which is the applicant for the Certification.

Once BAS receives the filled in application, the BAS representative sends an official quote to the applicant for approval.

 

Pre-audit (optional):

Gap analysis and diagnosis of your systems current position against requirements of the standard - A pre-certification audit is a high level evaluation indicating where your company currently stands in compliance with specific standards before the main certification audit. 

 

Audit Stage 1- Initial Visit: to verify the establishment and implementation of the basic structure of your Management System

 

BAS will carry out a Document review Assessment of the clients Management System according to the requirements of  Standard in order to establish to what extent the System addresses the requirements of the standard and if a subsequent Initial Assessment for Accredited Certificate is likely to result in successful certification at an early stage, by which usually companies take the necessary corrective/preventive actions as appropriate and prior to the Initial Assessment. The Pre-audit should not be considered as a Consultancy Service

 

Audit Stage 2 - Certification audit (certificate issued after successful certification audit)

 

The principal purpose of the Initial Assessment is to audit the Companys Management Systems for compliance with the the standard. Please note that Initial Assessment is the obligatory service.   In this phase if there are any opportunities for improvements identified BAS auditors would report them in the interest of the organization.  

 

Surveillance audits to follow the continual improvement

 

It is also an obligatory service; BAS will perform Surveillance Visit approximately after every year i.e. a total of 3 Surveillance Visits will be performed every year during the 3 years validation period of the Certificate. Such routine surveillance Visits are performed to ensure the continuous compliance of your Management System to the requirements of  Standards.

 

Re-certification after 3 years through full audit or continual assessment.

What we do?

  • BAS can assist your organization to acquire any relevant ISO certifications in UAE which is well-known internationally. It will generate additional business opportunities, exhibit the organizations compliance and commitment to the best-practices in any industries in order to be more competitive in todays market.
  • We at BAS with our veteran assessors provide you with certification which provides value for your management system. Many clients around the world have greatly benefited through our exemplary service.
  • When you choose BAS as your certification partner you stand to gain monetarily in your business by our straight forward assessment. The overall aim of certification is to give confidence to all parties that a management system fulfills specified requirements. The value of certification is the degree of public confidence and trust that is established by an Impartial and competent assessment by a third party. 
  • With BAS, you will have the capability to deliver on the promises you make this helps you to enhance your     reputation, creates confidence in your capabilities, substantiates claims and differentiates your     organization; 
  • With BAS,  Obtains the full tangible benefits and value of your management systems this helps you to     link assessment system benefits to financial performance or improvements in effectiveness     and efficiency that help drive your business forward in  measurable and verifiable ways; and develops your capability to better manage a range of non-financial risks. 
  • As an integral part of this process, BAS will evaluate the relevance of the quality objectives against the analysis of stakeholder expectations and strategic goals of the company. We will assess the capability of the management system in controlling the defined processes. We will assess the effectiveness of the management decision making in respect to this data and, on the basis of this assessment, we will help senior management identify any changes required to support continual improvement. 
  • Providing more opportunities for improvements than just performing a compliance audit against the standards requirements.  
  • Understand the local culture and working patterns of the clients will facilitate better communication and understanding between BAS and the clients.
  • BAS possesses resources who have the knowledge and skills of multiple standards such as ISO 20000, ISO 27001, SKEA for eg., in Abu Dhabi for Business Excellence programs etc.,. This greatly helps the clients to have better inputs as the standards can be applied in an integrated way and the auditors can provide a holistic feedback. 
  • BAS has offices around the world and the auditors  have access to the knowledge from all around the global parts which will be helpful to the clients as they can have a better understanding and more practical suggestions from BAS auditors.
  • BAS location advantage within the Emirates on the following: Abu Dhabi, Dubai, Al Ain, Sharja, Ajman, Ras Al Kaimah and Fujairah (We have successfully completed many and different projects locally and also internationally).
  • BAS strongly promotes and implements the facilitations on the relevant Management System not only for the sake of certification but to really make a difference in the processes and procedures that will be implemented throughout any organization.
  • BAS consist of some project members which are also EFQM International Assessors this can add value to the assignment as Abu Dhabi government is highly recommending Organizational Excellence program across Abu Dhabi Emirate (and UAE).

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