Implementation of ISO/IEC 20000

Running head: IMPLEMENTATION OF ISO/IEC 20000
IMPLEMENTATION OF ISO/IEC 20000
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1DiscussionDiscussion
IMPLEMENTATION OF ISO/IEC 20000
Table of Contents
Introduction......................................................................................................................................2
Discussion........................................................................................................................................3
Service Management System and its incorporation with ITSM:.................................................3
Implementing ISO/IEC 20000 in a company-Journey and Challenges:......................................4
Approach for the implementation:...............................................................................................5
Major challenges:.........................................................................................................................6
Solutions of handling the challenges:..........................................................................................6
Recommendations for the implementation of the process in ExcleIT:........................................6
Three key benefits of ISO/IEC 20000 certification:....................................................................7
Justification of the implementation of ISO/IEC 20000 in the ExcelIT:......................................8
Recommendation:........................................................................................................................8
Conclusion.......................................................................................................................................9
References......................................................................................................................................10
Appendix 1.....................................................................................................................................11

2DiscussionDiscussion
IMPLEMENTATION OF ISO/IEC 20000
Introduction
ISO/IEC 20000 is a standard service management system (SMS). It is regarded as the
first international standard of IT service management. This standard is developed by BSI Group.
A system consists of a set of process.Each process delivers a result and that result can become
the input of another process.In this way the processes interconnects each other and develop a
system(Cots and Casadesús, 2014). Service Management Standard helps to provide a better
connectivity between the processes in the system, which eventually helps to build a better system
with increased productivity (Moreno-Campos et al. 2014).ISO/IEC 20000 provides the
requirements regarding implementation, review of the services and the systems, which helps IT
service providers to improve their quality of service provided to the external customers. ExcelIT,
an Australian company, wants to implement ISO/IEC 20000 in their company in order to
improve the productivity along with the service they provide to the customer. There are certain
issues and facts those are needed to be concerned about, during the implementation of the
ISO/IEC 20000 in the company. Major advantages and the challenges during the implementation
process are needed to be evaluated before the final implementation of this standard. In the video
the benefits of implementing this standard for an external IT service provider company has been
discussed. The content of the video is divided into four parts- the context of the discussion, a
case study about the implementation of ISO/IEC 20000 in a company from the recent past,
benefits achieved after the implementation and at the end all the points discussed are
summarized.

3DiscussionDiscussion
IMPLEMENTATION OF ISO/IEC 20000
Discussion
Service Management System and its incorporation with ITSM:
Service management system is a set of guidelines that helps the processes to deliver their
result in a proper way and thus helps to develop a proper system(Marrone et al. 2014) . The
service management system is a standard term, generally used for the IT services, but it can be
applicable for any industry along with the IT industry.
There is a difference between a system and a process. The results from the processes
interconnect with each other in a proper way which results developing a system.In order to run
any organization successfully, need of several well defied working systems are needed. Service
system management helps to benchmark these systems by providing the proper guideline.
IT Management Services (ITSM) is a general framework that helps to improve the strategic plans
of maintaining and delivering the IT services. There are various frameworks those are made for
implementing the ITSM in the organization. ISO/IEC 20000 is one of them.
The difference of the ISO/IEC 20000 standard from the other standards has made it more
effective for implementation of service management. There are two areas to focus on while
delivering the service to the customers by any service provider (Renault, Cortina & Barafort
2015). One focus area is delivery of value, which concerns about the list of deliverables are
provided in a proper way with the warranty of the work to the customers. Another focus area is
end to end control , which has become a major concern for most service providing companies
like ExcelIT. ExcelIT is concerned about the two aspects of the customer demand-one is service
–level agreement (SLA) another is the perception of the customer about the service. The service
provider has to deal with these two areas while delivering he service.The judgment of the service