Download ISO IEC 20000 Certification and Implementation Guide - Standard Introduction, Tips for Successful IS PDF

ISO IEC 20000 Certification and Implementation Guide - Standard Introduction, Tips for Successful IS
Name: ISO IEC 20000 Certification and Implementation Guide - Standard Introduction, Tips for Successful IS
Author: gerard blokdijk
Pages: 96
Year: 2008
Language: English
File Size: 864 KB
Downloads: 0
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1 ISO/IEC 20000 CERTIFICATION AND IMPLEMENTATION GUIDE Standard Introduction, Tips for Successful ISO/IEC 20000 Certification, FAQs, Mapping Responsibilities, Terms, Definitions and ISO 2000 Acronyms Notice of Rights: Copyright The Art of Service. All rights reserved. No part of this book may be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Notice of Liability: The information in this book is distributed on an "As Is" basis without warranty. While every precaution has been taken in the preparation of the book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it. Trademarks: Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book.


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2 WRITE A REVIEW & RECEIVE A BONUS EMEREO EBOOK OF YOUR CHOICE: UP TO $99 RRP FREE! If you recently bought this book we would love to hear from you! Submit a review of this purchase and you'll receive an additional free eBook of your choice from our catalog at http://www.emereo.org. How Does it Work? Submit your review of this title via the online store where you purchased it. For example, to post a review on Amazon, just log in to your account and click on the Create Your Own Review button (under Customer Reviews) on the relevant product page (you'll find plenty of example product reviews on Amazon). If you purchased from a different online store, simply follow their procedures. What Happens When I Submit my Review? Once you have submitted your review, send us an email via [email protected], and include a link to your review and a link to the free eBook you'd like as our thank you (from http://www.emereo.org choose any book you like from the catalog, up to $99 RRP). You will then receive a reply email back from us, complete with your bonus eBook download link. It's that simple.


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3 TABLE OF CONTENTS ISO/IEC 20000 Certification and Imp lementation Guide ........................ 1 Write a Review & Receive a Bonus Emereo eBook of Your Choice: Up to $99 RRP FREE! ........................................................................ ........... 2 Table of Contents ........................................................................ ............. 3 ISO 20000 Implementation ...................................................................... 7 How to Approach ISO 20000 ............................................................... 8 Myths of ISO 20000 ........................................................................ .... 10 So Why Bother? ........................................................................ .......... 11 Avoiding Issues ........................................................................ ........... 12 Management ........................................................................ ............... 13 Obvious? ........................................................................ ..................... 14 Still Facing Resistance ....................................................................... 16 Understand the Threat ........................................................................ 17 Strength in Numbers ........................................................................ ... 18 Watch out for Hazards ........................................................................ 19


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4 Misunderstanding? ........................................................................ ..... 20 Need a Coach? ........................................................................ ........... 21 Poorly Written Procedures ................................................................. 23 Poorly Written Procedures (continued) ............................................. 24 Poorly Written Procedures (continued) ............................................. 25 Documentation ........................................................................ ........... 26 'Special' Departments ........................................................................ 27 How to Deal With It? ........................................................................ .. 28 Steering Teams ........................................................................ ........... 29 Keep the Momentum ........................................................................ ... 31 Celebrate Progress ........................................................................ ..... 32 Usual Suspects ........................................................................ ............ 33 Prepare for Audit ........................................................................ ........ 34 Prepare for Audit (continued) ............................................................ 35 Going the Distance ........................................................................ ..... 36


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5 Make it Simple ........................................................................ ............ 37 Management Review ........................................................................ ... 38 Internal Audits ........................................................................ ............ 39 Other Tips for Maintaining Success ................................................... 40 Other Tips for Maintaining Success (continued) ................................ 41 Roles & Responsibilities ..................................................................... 42 Certification Process ........................................................................ .. 43 Accredited Program Providers ........................................................... 45 After the Certification What Happens Next? ................................... 46 ISO/IEC 20000 Certification .............................................................. 48 Personal Certification ........................................................................ 49 Qualification Scheme ........................................................................ .. 50 Mapping Responsibilities: Understanding 'Who Does What' ............... 51 Techniques ........................................................................ .................. 52 RACI Matrices ........................................................................ ............ 59


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8 How to Approach ISO 20000 How to approach ISO 20000 If it works don't fix it this is not about perfection. Run a process improvement project Establish process management Integrate with ISO 9001/ISO 27001 Engage your assessor early Map organization & processes to ISO 20000 Plan to fill gaps Identify who needs to know what Get process owners allocated and briefed ISO 20000 & ITIL Foundation Assessors & Implementers train as ISO 20000 consultants Common repository Assessment How comfortable are people with assessment If there are effective processes in place that meet ISO 20000 then stick with them. Continual improvement will follow. Appoint a project manager as with any project it is important to a single individual to take responsibility. Use existing quality functions and integrate with ISO 9000. ISO 20000 Lead Assessor training is now available. Engage with your assessor early as you need to understand how they work and ensure they have the relevant qualifications. Establish process development & deployment process: review, update, deploy, audit and improve. Common repository ideally accessible online


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