IT Service Management

PREPARE FOR ISO/IEC 20000:2011 IT SERVICE MANAGEMENT CERTIFICATION

1

  • PID (Project Initiation Doc)
  • Drivers, business case
  • Project sponsor, project manager
  • Buy-in of all stakeholders

2

  • Define scope
  • Gap assessment
  • Recommendations
  • Road map to address gaps

3

  • Set up IT SMS* and its PDCA
  • 3rd party IT GRC, resource management
  • Design & transition (new/change)
  • Service delivery processes
  • Relationship processes
  • Resolution processes
  • Control processes

4

  • Internal audit
  • Management review
  • Corrective action plan, ATR
  • Certification audit stage 1
  • Certification audit stage 2
  • Address NCs
  • Achieve ISO 20000 certification
*Service Management System