ITMS

ISO 20000 Information Technology Service Management (ITSM)

ISO/IEC 20000 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and the customers. It also focuses on the continual improvement of the service(s).ISO 20000 is sector independent, and relevant to both public and private sector organizations.

Why Kualitatem?

Kualitatem is an Information Security company backed by consultants with security credentials such as CISA, CISSP, ISO 20000 Lead Auditor, ISO 9001, 27001, 20000 Internal Auditors & Appraisal Team Member for CMMI & TMMI. Our team of consultants have decades of experience in the field of Information Security, Service Management, Quality Management, Auditing, Process Improvement, Implementation, Consultancy & Trainings.

Who Needs ITSM (ISO 20000)?

Every organization which values information, needs to protect it, for example:

• Banks
• Call centers
• IT companies & Internet Service Providers
• Government & classified organizations
• Service Industry
• Hospitals
• Insurance companies, etc.

Benefits of ISO 20000 Information Technology Service Management (ITSM)

• Better organizational image because of the certification and continual improvement
• Lower operational costs because of the avoided risks and improved quality
• The operations in the organization are running more smoothly
• More secure and organized working environment
• Capacity of handling disasters / better disaster management
• Legal requirements to fulfill customer satisfaction
• To manage services in defined manners
• To assign responsibility to service managers
• To create, manage, operate and update business operations in a structured manner
• To heel external / internal attacks / threats and so on

ISO 20000:2005 ITSM Consultancy Services

Following list of services is offered for ITSM. A client may get the whole package or any group of services:

• Gap Analysis
• ITMS Awareness and Implementation Training
• Domain Analysis to facilitate the client in understanding and implementing the standard
• Process Documentation for Client (Processes and Artifacts Development) / Process Optimization
• Document Review, if client develops the Process Documentation
• Training Material Development and training
• Implementation Support
• Training on Asset Risk Assessment (Tool Development) with respect to services
• ISO 20000-1 Internal Audit Training
• Readiness Check (Pre-Audit)
• Get the client certified by the Certification Body:
  1. Stage 1 Audit performed by the certification body
  2. Verification of Stage 1 Audit Findings (performed by Kualitatem)
  3. Stage II Audit (Getting Certification)
• Business Continuity Planning / Disaster Recovery Planning with respect to Services
• Certification Retention (Perform Readiness Check Annually or Bi-annually)
• Compliance Monitoring (on regular intervals e.g., after one or two months. An ongoing activity)

Phased Approach for ISO/IEC 20000

It is crucial to consider the ISO/IEC 20000 requirements prior to implementation.

• Service Delivery Processes
  • Service Level Management & Reporting
  • Capacity Management
  • Information Security Management
  • Budgeting & Accounting
• Release Processes
  • Service Level Management & Reporting
• Control Processes
  • Configuration & Change Management
• Resolution Processes
  • Incident & Problem Management
• Relationship Management
  • Business & Supplier Relationship

Training Services for ISO 20000 (ITSM)

• ITSM Awareness and Implementation Training
• Training on Services Risk Assessment (Tool Development)
• ISO 20000-1 Internal Audit Training
• Training on Business Continuity Planning & Disaster Recover Planning with respect to ITSM