IT Service Management: FoxIT Case Study on ISO/IEC 20000 Certification

The case study examines FoxIT, a Middle Eastern IT service provider, and its successful implementation of the ISO/IEC 20000 standard. The organization aimed to enhance its competitive position and meet international standards. The study details FoxIT's journey, including initial assessments, the ...Read More

Running head: IT SERVICE MANAGEMENT SOLUTION
IT SERVICE MANAGEMENT SOLUTION: A CASE STUDY OF FOXIT
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ISO/IEC 20000
ISO/IEC 20000 standard provides guidelines for enhancing efficiency, competitive advantage
and risk management like facilities for FoxIT. It provides guidelines for best practice
necessities of ITIL which helps the FoxIT to comply as well as to describe commitment in
delivering the enhanced IT service (Disterer 2013). The distinction between the particular IT
operation management methods of FoxIT and the ISO/IEC 20000 displays the degree of
scope and ultimately demonstrates the neutral estimation benchmark.
Impact of ISO/IEC 20000 on overall business of FoxIT
ISO/IEC 2000 can provide benefits for FoxIT as per the following ways:
 Development of IT service quality standards as per the demands of the existing
market.
 Enhance the efficiency and effectiveness of the business operations.
 Increase operation speed during some changes in the business operations.
 Fulfil all the business requirements
Some reasons for certification of ISO/IEC 20000 includes assurance to fulfil the customer
requirements and expectations, risk management which deals with the risks associated
with IT services that are provided by FoxIT and prepare a counterplan to mitigate the
risks of that FoxIT, constant surveillance as well as optimization of the quality of the
operations and ISO/IEC 20000 is proof that the service provider is providing the service
on the basis of the internationally determined standard. The ISO/IEC 20000 allows the
service provider to operate effectively and allow them to meet all requirements of their
customer (Bauset-Carbonell and Rodenes-Adam 2013).

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Service and process advantages gained by ISO/IEC 20000 certification
ISO/IEC 2000 provides standard IT services guidelines that is beneficial for FoxIT as the
company is now able to develop a suitable business framework that enhances the
effectiveness and efficiency of business. It also focuses on the improvement in the quality
of the service produced by the FoxIT. The FoxIT needs top management commitment.
The FoxIT set the business plan before starting. The officials clearly described all the
roles and responsibilities of the employee. This enhance the performance of the system
and results in the company profit. In this fast-moving environment, the risks regarding the
FoxIT are rising with each technology or business innovations. ISO/IEC 20000 allows
FoxIT with an enhanced risk management system which includes getting all strategic
business objectives, helping in delivering the stakeholder’s value, resilience and business
continuity. It provides assurance to the FoxIT clients that they are using a trusted from
FoxIT. It also provides confidence in the operations and business enhancement too. FoxIT
is an IT service provider so it has to be best in its areas. ISO/IEC 20000 allows a strict list
of requirements for the method of implementation. The scope is one of the important
requirements and is very demanding in recent times. The ISO/IEC 20000 provides many
benefits to the FoxIT like it make the quality of the IT service better, helps in customer
retention by increase the rate of customer satisfaction, increases the FoxIT revenue or
market share by rising the productivity of the company, develops a layout for the
independent assessment and so on (Cots, Casadesús and Marimon 2016). ISO/IEC 20000
also benefits the business process and operation in a huge amount like it helps to make the
outsourcing process simple for FoxIT. ISO/IEC 20000 also increases the access to the
government for the organization, it makes the business process streamlined which helps
to make the business process quick and efficient, it helps in developing the process

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continuously, increases the industrial relationship between the sponsors, tied up
companies and others.
Conclusion
FoxIT is one of the featuring companies in the middle east which desired to develop
its business by the implementation of getting an ISO/IEC 20000 certification to respond
as fast as possible to respond to the business development and also to support the product
diversification (Fox IT 2019). Compared with other reputed Financial institutions, FoxIT
mainly focuses on the development in various capital environment globally. FoxIT
delivers a quality IT service to the customers which help them to develop their business.
Initially the organization undertook 4 ITSM (IT Service Management) and they first
undergone an assessment to verify all the process. The output report of the assessment
contains various report which detailed the various business development as well as the
future scope of FoxIT. The organization then generates a detailed project plant with
eighteen-month schedule which will provide fifteen workshops, documentation, process
and implementation methods. FoxIT then started the second phase which deals with a list
of operations which cover every business processes which was followed by the
implementation phase that focuses on the development of the documents like service
catalogue, supplier catalogue, business policies and plans. All gather information were
then embedded in the version of the organization FoxPRISMTM. This tool helps in the
main mechanism of the company for disseminating the data all over the company and also
displays the operations to the auditors like displaying the complete SMS process
including the interfaces and the interdependencies. It is completely a web-based method

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knowledge database which helps in the management, design and implementation of the
service management process. FoxIT gets ISO/IEC 20000 certification in February 2011.
It is the only company which get certified in whole middle east as well as in the North
Africa zone. Several advantages were gained by FoxIT by the certification like many
innovative process were implemented in the business process, improved the
communication process for the company, produced service level agreements for the
organization which ensured the business and IT services, all processes were documented
and the information is distributed to everyone by FoxPRISMTM, it improved the interfaces
and integrates the business processes, provided customer friendly management system
which helps in customer retention (Barafort, Mesquida and Mas 2017). In recent times,
FOXIT is the leading IT service management organization in the middle east providing a
vast range of effective and practical consulting services.

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References:
Barafort, B., Mesquida, A.L. and Mas, A., 2017. Integrating risk management in IT
settings from ISO standards and management systems perspectives. Computer Standards
& Interfaces, 54, pp.176-185.
Bauset-Carbonell, M.C. and Rodenes-Adam, M., 2013. Gestión de los servicios de
tecnologías de la información: modelo de aporte de valor basado en ITIL e ISO/IEC
20000. El profesional de la información, 22(1), pp.54-61.
Cots, S., Casadesús, M. and Marimon, F., 2016. Benefits of ISO 20000 IT service
management certification. Information Systems and e-Business Management, 14(1), pp.1-
18.
Disterer, G., 2013. ISO/IEC 27000, 27001 and 27002 for information security
management.
Fox IT (2019). Home – Fox IT. [online] Fox IT.

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