IT Service Management Framework
Our tested and proven methodology, along with our extensive experience ensures the effective and timely implementation of an IT Service Management System (ITSMS) and the eventual certification to the ISO/IEC 20000-1:2011 standard. This standard defines a comprehensive and closely related set of 13 service management processes to effectively deliver managed services to meet business and customer requirements.
Our consulting methodology follows the Plan-Do-Check-Act (PDCA) integrated process-based approach as adapted from the ISO/IEC 20000-1:2011,this approach is targeted at instituting a continuous improvement culture and is interpreted as follows:
- Diagnostics: This phase involves project planning, defining the scope of the ITSMS and a rigorous Gap assessment aimed at examining the organization’s compliance to the mandatory requirements of the ISO/IEC 20000-1:2011 standard.
- Design: An Implementation Blueprint is developed to address the gaps observed during the Diagnostics phase; this is to ensure conformity with the requirements of the standard.
- Implementation/Remediation Management: The actual remediation of the gaps observed during the Gap Assessment is performed during this phase by leveraging on the guidance of the implementation blueprint from the Design Phase. This phase also involves wide-spread training and awareness sessions as well as the provision of adequate guidance on the implementation of the requirements (documentation, processes etc).
- Compliance and Certification: The Information Technology Service Management System (ITSMS) certification audit is typically a two (2) stage audit exercise conducted by an Independent Registered Certification Body. The objective of Stage 1 Audit is to assess the readiness of the Service management system for the second phase (stage 2 Audit) which is the actual certification audit. Prior to this two-stage audit, we conduct a mock compliance audit to ascertain and guarantee the organization’s readiness for the certification audit. Post certification, on-going monitoring and compliance support is provided to ensure continuous compliance and successful surveillance audits and re-certification.