(PDF) Approaches to Develop and Implement ISO/IEC

Running head: ISO/IEC CERTIFICATION APPROACH FOR EXCELIT
ISO/IEC CERTIFICATION APPROACH FOR EXCELIT
Name of the Student
Name of the University
Author Note

ISO/IEC CERTIFICATION APPROACH FOR EXCELIT1
Introduction
ExcelIT an Australian IT service Provider organization seeking ISO/IEC 20000 whose
provides supports and infrastructure to other organizations. They have estimated four thousand
employee and customers all over the world and most of them are from non-IT Company. They
decided to consult with an external service provider rather than using their own infrastructure
team to get certified ISO/IEC 20000. They decided to deal with an external multinational
company, headquarters in India. The Indian company was responsible for fulfilling ExcelIT’s
objectives. The first objective was to help them establish a central service management System.
As ExcelIT have different customer from all over the world, they had individual team to deal
with each customers. Some of the teams are already ISO certified and practicing different
approches. They waned to make all the teams ISO 2000 certified and modicentralize them
origanization specific hub practice. Second main requirement was to achieve better allignment
among the custtomer, IT deliverying team, the support teams and suppliers. There is a global
perspiction that support center is generally consider as cost centers not as profit canter. This
perspection affect the support team members as they has misconception that they provides
secondary value for the organization while IT delivery team is primary staff member. However
there is a huge link between this groups. The objective is to make them realize their importance
in the team as well as include them in reward and recognition team. The requirement was to
enhance customer confidence. The issue is that, althouh meeting all SLAs, customers had lake of
sattisfication over the quality of deliverance. (BRelationshipM needs to practice).
Section 1: Service management system
Service management system can define as all-embracing and large scale management system that
specifies desires for the service provider to implement, establish, operate, improve, monitor,

ISO/IEC CERTIFICATION APPROACH FOR EXCELIT2
maintain and services in an organization (Jäntti et al. 2013, p.126). While ITSM, Information
technology service management based on practices anticipated to support the distribution of
information technology services with necessity of organizations highlighting profits to
customers. ITSM also associate with pattern shift from managing IT as stacks of individual
components to concentrating on the delivery of end-to-end services using best practice process
models (Trusson, Doherty & Hislop 2014, pp.347-371). Service management system can
enhance service level success. ISO/IEC 20000 is the international standard for IT service
management technology.
Drive Effectiveness
The main goal of the ITSM is that it must assist organization to achieve the business objectives.
ITSM allows the flow of managing stakeholders process and technology to make it reality. It
can assist ExcelIT to take along together the framework for improving the service management
involvement. It allows for control, greater visibility and automation of work environment (Iden
& Eikebrokk 2013, pp.512-523). By gaining better managing services and insights ExcelIT can
better utilize their resources in an efficient and effective manner.
Increase delivery quality and velocity
ExcelIT’s customers are not fully satisfied with the quality of delivery. Utilizing ITSM
allows perspective mythology combined with explanations that enables the automate key aspects.
It allows to define the key performance indicator (Jäntti et al. 2015). By indulgent and tracking
those KPI’s ExcelIT can realize how well they are meetings their objectives and also can take
actions to ensure there is no missed SLA’s (service level agreement) by understanding trending
and corresponding actions.

ISO/IEC CERTIFICATION APPROACH FOR EXCELIT3
Enhance Integration
ITSM allows for sharing and integrated systems across the solution. It enables the flow of
information integrated across all area on premise in the organization (Wan& Jones 2013, pp.490-
522). ITSM pulls together information from disparate systems into a distinct view to deliver both
consolidation of events and efficient visualization of event as to allow association of information.
Resolve problems faster
By utilizing service management system, ExcelIT can identify the hazards before they effect end
users and provide solution that can help to increase quality of service while reducing cost
investment (Hoy & Foley 2015, pp.690-702 ). It can allows ExcelIT to take counteractive action
to minimum the consequence of outrage. Automation spans across on premise, hybrid and cloud
environments to provided efficiency such as:
 Runbook Automation which consensuses for repeatable processes and deliver operations
with well-defined solutions to rapidly tenacity problems.
 Workflow automation to streamline ITSM development such as Asset, Configuration,
Incident, Change, and Problem Management (Steinberg 2013).
 Event analysis and root cause analysis helps to quickly separate problems and get them to
the proper group for resolution.
 Automated finding of issues through instrumenting you applications for observing key
modules of your business applications.
Predict & prevent issues