ISO/IEC 20000 Implementation Process in ExcelIT

Running head: ISO/IEC 20000 IMPLEMENTATION PROCESS IN EXCELIT
ISO/IEC 20000 Implementation Process in ExcelIT
Name of the Student
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1ISO/IEC 20000 IMPLEMENTATION PROCESS IN EXCELIT
Table of Contents
Introduction................................................................................................................................2
Section 1:....................................................................................................................................2
Implementation of Service Management System and its incorporation into ITSM to deliver
value to ExcelIT.....................................................................................................................2
Section 2:....................................................................................................................................4
Brief summary of the engagement highlighted by Mr. Basu based on the iterative
engagement approach of ISO/IEC 20000 certification journey.............................................4
Major engagement challenges encountered during the case study........................................5
ITSM processes relevant for ExcelIT to implement similar solutions as suggested in the
case study...............................................................................................................................5
Section 3:....................................................................................................................................6
Three key benefits of ISO/IEC 20000 certification...............................................................6
Business case to justify ISO/IEC 20000 certification project implementation at ExcelIT....7
Conclusion..................................................................................................................................8
References..................................................................................................................................9
Appendix..................................................................................................................................12

2ISO/IEC 20000 IMPLEMENTATION PROCESS IN EXCELIT
Introduction
The international Information Technology standard, which allows a company to
present a proof of their excellent practices in the industry, is the ISO/IEC 20000 standard.
This standard presents the best industry service benchmarks so that the companies to provide
evidence of their own services in comparison to the set benchmarks. This enables a company
to reach a desired height of quality in delivering improved quality of IT services. It has now
become a competitive differentiation between IT service provider companies and has helped
in raising the quality of services provided in the IT organizations (Cortina et al. 2016). In this
particular report, a case study of a webinar explains the functionality and importance of
ISO/IEC 20000 for the IT industry. Further, the report would include discussions about
Service Management Systems and in which way can it be incorporated into ITSM to enhance
the services of ExcelIT. The report would next include a brief summary of the engagement
highlighted by the webinar spokesperson based on the iterative engagement approach of
ISO/IEC 20000 certification journey and discuss major engagement challenges that have
been encountered during the case study described in the webinar. The last part of the report
would hold three key benefits of ISO/IEC 20000 certification.
Section 1:
Implementation of Service Management System and its incorporation into ITSM
to deliver value to ExcelIT
IT Service Management or more commonly known as ITSM are the policy driven
activities of an organization as a whole. The system also involves organization-structured
processes and their supporting procedures that involve providing the best quality of IT
services to the customers (Laudon and Laudon 2016). The Service Management thus means

3ISO/IEC 20000 IMPLEMENTATION PROCESS IN EXCELIT
for the better implementation of the IT services to meet the needs of a customer and to abide
by the service that they have promised to deliver to their customers. This degree of
implementation of a IT Service Management in an organization is measured by service
providers through an mixture of people consisting of process an information technology. If
the implementation is justified in the basis of discipline, ITSM has a much more similarity
with general management approaches (Cots and Casadesús 2015). These approaches are
Quality Management, Software Engineering and Information Security Management. The
presence of Service Management system in an organization ensures the excellence of the
company’s service provided to the customers.
The ITSM system is being implemented by many organizations worldwide to support
the service providing systems of the business. Since, it represents the way an organization
agrees to manage its services therefore there are many set standards that evaluate the service
management system of the organizations. ExcelIT or Excel Communications Pty Limited was
first found in the year 1991 (Lobban et al. 2017). Since then it has become one of the main
suppliers of the telecommunication products for Samsung providing services all over the
areas of Newcastle, Port Stephens, Central Cost, Hunter region of New South Wales and
Australia wide. The regions the company has been providing services to, were becoming
obsolete with the passing days. However, ExcelIT has been successful in keeping pace with
the changing times (Franco 2015). It provides services for supply, maintenance and
installation of Samsung Communications Solution to the clients in need of value added
services, expertise and ideas. However, in recent times it was found that the customers were
not essentially satisfied with the services provided by the ExcelIT organization. Therefore, it
was very necessary to implement ITSM into the organizational structure because the
organization wanted to adapt the perspective mythology to adapt to the key aspects (Galvan-
Cruz et al. 2017). This would allow the organization to involve the primary performance