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Digital Transformation

Integration and leveraging of new and existing technologies, processes and competencies into the way business is done. Read More

Digital Strategy & Targets

Identifying the different ways technology can be leveraged to create value, categorized as external or internal opportunities. Read More

Customer Intelligence

Collecting and analyzing customer interaction data to gain insights about customer behavior. Read More

Digital Marketing

Marketing that uses electronic devices to convey promotional messaging and measure its impact. Read More

Five Trends in Risk Management to Watch in 2023: What You Need to Know.

Which major trends are we now observing in the risk management industry? In this article, we outline five trends and discuss how they will change risk management in 2023. Read More

Staying Afloat as a Healthcare Risk Management leader is one of the Best Things You can do

The process of detecting risks that could endanger a healthcare organization, its patients, personnel, or anybody else in the institution is known as risk management. Read More

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Oman Office

Muscat

2nd Floor, Tamimah Building, Al Nahdah Road, Al Wattayah, PO Box 395, Muscat 118.
Muscat, Sultanate of Oman

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ISO 20000 Consulting Overview

ISO 20000 certification implies an IT service organisation is conscious about their customers, committed to service quality, and have implemented number of internal controls that ensures fulfilment of IT Service Level Agreement, and IT availability risks.

Our consulting approaches are simple, easy to comprehend processes – which enables the organisation to achieve what we have learned over the years.

We have implemented ISO 20000 for large IT user organisations that involved Banking, Government organisation, Telecom Operator, Cloud Service Provider, and Access Control Solution Provider.

What makes us unique is our involvement in ensuring IT fulfils business objectives, thereby ensuring IT is achieving service excellence. Some of the other unique features are our IT service catalogue, our IT SLA between business and IT, our comprehensive documentation, 3-Dimension tracking, our performance reports, our insistence on knowledge transfer, and our zero defect ISO 20000 certification – all of these contribute to how we ensure you get better return of your investment.

What is ISO 20000-1:2018?

It is a certification standard that enables the organisation being assessed has demonstrated considerable amount of implementation in ITSM domains. If successfully certified, it means that the organisation has demonstrated the implementation and is ‘continually’ improving.

The standard is divided into management system controls and annexure controls
Key Processes include the followings
  • Organisation and its ITSM/SMS context
  • Needs and expectation of ITS/SMS
  • Plan new or changed services
  • Design and development of new or changed services
  • Transition of new or changed services
  • Service delivery processes
  • Service level management
  • Service reporting
  • Service continuity and availability management
  • nowledge
  • Service Catalogue Management
  • Asset Management
  • Demand Management
  • Budgeting and accounting for services
  • IT Service Continuity Management
  • Capacity Management
  • Information Security Management
  • Business Relationship Management
  • Supplier Management
  • Incident Management
  • Service Request Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Release and Deployment Management
  • Measurements
  • Service Reporting
  • Internal Audits
  • Management Review

7 Phase Successful Implementation Approach

We bring our world wide experience in implementing IT service management system (SMS) in line with ISO 20000 requirements.
PHASE I

Defining scope and service catalog

Scope helps in determining the certification requirement, whereas the service catalogue helps in defining all other process boundaries.

PHASE II

Gap Analysis

ISO 20000 – 2018 has individual 58 requirements – each of which needs to be assessed for their current status. At the end of the journey all of these have to be green(=implemented), if they are Red (=not in place) or orange (=partially in place) today.

PHASE III

ISO 20000-2018 Documentation

We provide comprehensive, yet easy to read documentation that will enable teams to comply. Each document is followed with templates and communication to perform the task, with ease.

PHASE IV

3 Dimensional Tracking

In this phase we track your documentation, your risks, and your accountability. Each documented information (policy / procedure / records / responsibility / communication) needs ownership.

PHASE V

Performance Monitoring

We verify whether your ITSM transactions are in line with documented procedure and rate them on a scale of 0-100% thereby assuring management that the degree of compliance is achieved.

PHASE VI

Internal Audit and Management Review

This is done to ensure completeness of compliance requirements and to verify if there are pending loopholes in the management system.

PHASE VII

Performance Monitoring

Registration body certification This has two stages Stage
1 – Documentation Audit, and
2 – implementation verification.

Upon successful completion an ISO 20000 certificate is issued which has a validity of 3 years subject to annual surveillance.

Training

We provide bespoke training, listed below are our offerings.

  • Shorter Sessions from 1 hour to 4 hours
  • Interpretation of the ISO 27001 requirements
  • 1 Day Awareness Session
  • 2 Days Internal Audit Course
  • 3 Days Implementation Course covering 10+ hands on exercises

Documentation Toolkit

ISO 27001 requires documentation of policies, procedures and records. As a result of several consulting assignments, we have some of the best content available that covers all the requirements. Our documentation has the following salient features:

  • Alignment with all ISO 27001-documentation requirements
  • Our experiences turned into documentation templates
  • Project Tracking tools to support the implementation
  • Q & A support

Internal Audit

An independent assessment helps to assess the state of compliance. Our internal audit methodology includes people, process, technology and measurements to assure and provide management the degree of ISO 27001 compliance. Typically 3-5 days is required to perform a comprehensive internal audit. Upon receiving your request, we will provide you further details.

 

Annual Risk Assessment

Although, risk assessment is dynamic in ISO 20000, however you may need a specialist to perform a formal risk assessment. We have one of the most comprehensive risk assessment that comprises objective, and process wise risk assessment and enables you to take a more proactive view of the management system. Each team and the process owners are involved in the performance of risk assessment. Upon receiving your request, we will provide you further details.

ITSM-ISO 20000 Program Management

Our consulting methodology experience has helped us to understand – what it takes to design and maintain a successful ISO 20000 compliance. The outsourcing model removes the compliance responsibility to an external team, whereas the management focuses on customer delivery.

Upon receiving your request, we will provide you further details.

IT Service ‘measurement’ System

We have a successful framework for measurement of ISMS. The measurements checks ISMS objectives, as well as control wise objectives to provide you a scoring method applied. The measurements help the organization provide a performance analysis and take actions proactively. Upon receiving your request, we will provide you further details.

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