How to fulfil requirements of ISO 20000:2018 documents? - PowerPoint PPT Presentation
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How to fulfil requirements of ISO 20000:2018 documents?
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The PPT shows that ISO 20000 is the international standard for IT Service Management (ITSM), published by ISO (the International Organization for Standardization), and ICE (the International Electoral Commission).The standard describes a set of management processes designed to help you deliver more effective IT services.For more details please visit : – PowerPoint PPT presentation
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Title: How to fulfil requirements of ISO 20000:2018 documents?
1
ISO 20000 Documentation Requirements
- For IT Service
Management System
- By Global Manager Group
2
What is ISO 20000?
- ISO 20000 is the international standard for IT
Service Management (ITSM), published by ISO (the
International Organization for Standardization),
and ICE (the International Electoral Commission). - The standard describes a set of management
processes designed to help you deliver more
effective IT services. The information technology
service management system complies with the
requirements mentioned in the clauses of ISO
20000-12018. - ISO 20000 gives you the methodology and the
framework to help you manage your ITSM, while
allowing you to prove your company follows best
practice. With the requirements of the standard
you will achieve best practice, helping to
improve your delivery of IT services.
3
Advantages of IT Service Management System
- Alignment of information technology services and
business strategy. - Creation of a formal framework for current
service improvement projects - Provides a benchmark type comparison with best
practices - Creates competitive advantage via the promotion
of consistent and cost-effective services. - By requiring ownership and responsibility at all
levels, it creates a progressive ethos and
culture. - Supports 'interchanging' of service providers and
staff by virtue of the creation of
inter-enterprise operational processes. - Reduction of risk and thus cost in terms of
external service receipt
4
ISO 20000 Documentation Requirements
- ISO 20000 documentation kit covers each and every
requirement for documentation process and is used
globally by many organization for making the best
system with ISO 200002018 Certification. Primary
ISO 20000 documents are listed below - SMS Manual
- IT SMS Plan
- IT SMS Procedures
- IT SMS Policies
- Standard Operating Procedures
- Job Descriptions
- Blank Formats /Templates
- Name of departments
- ISO 20000-12018 Audit Checklist
- ISO 20000-12018 Compliance Matrix
5
SMS manual
- Service Management System manual which gives
clause-wise details of how ISO 20000-12018
system is implemented. It covers the service
management system, sample policy, objectives,
scope, and organization structure as well as how
each requirement from clause no. 4 to 10 of ISO
20000-12018 is implemented at macro level in the
organization. - SMS manual should normally contain, or refer to
- Context of the Organization
- Leadership
- Planning
- Support
- Operation
- Performance evaluation
- Improvement
6
IT SMS Plan
- IT SMS Plan includes the complete IT service
management system plan with interlinkage of
various processes and reference of procedures,
ITSMS policy and objectives. It covers the frame
work to fulfil the service requirements.
7
IT SMS Procedures
- ITSMS mandatory procedures as per ISO
20000-12018 are provided, which cover all the
details like purpose, scope, responsibility, how
procedure is followed as well as the list of
exhibits , reference documents and formats. - The list of sample procedures provided in the kit
is as below - Procedure for Communication
- Procedure for Document Control
- Procedure for Control of Records
- Procedure for Internal Audit
- Procedure for Improvements
- Procedure for Service Management
- Procedure for Delivery of New Changes
- Procedure for Management Review
8
IT SMS Policies
- Some guidelines are covering in ITSMS Policies as
per ISO 20000-12018 are provided - The list of sample policies provided in the kit
is as below - Availability Management Policy
- Visitor Policy
- BRM Policy
- Budgeting and Accounting Policy
- Capacity Management Policy
- Change Management Policy
- Configuration Management Policy
- Incident Management Policy
9
Standard Operating Procedures
- The directory of the ISO 20000 documentation kit
covers sample copy of SOPs to link with
significant aspects in the organization. It takes
care of all such aspects and can be used as a
training guide as well as to establish good ITSMS
system in the organization. - The List of Standard Operating Procedures
provided in the kit is as below - SOP for Company Internet and IT Resource Use
- SOP for E-mail and Messenger Use
- SOP for Service Continuity Testing
- SOP for Personnel Recruitment
- SOP for Service Reporting
- SOP for Risk Management
- SOP for Business Relationship Management
10
Job Descriptions
- The directory covers sample copy of job
descriptions covering 24 different categories of
personnel including their responsibility and
authority. - The Job descriptions covered in kit are listed
below - Roles and Responsibilities
- Business Development Manager
- Capacity Manager
- Change Manager
- Configuration Manager
- Director
- HR Head
11
Blank Formats /Templates
- The directory includes sample copy of blank forms
that are required to maintain records as well as
establish control and create system in the
organization. The samples are given for the users
as a guide to follow. The organization is free to
change the same to suit their own requirements. - Blank formats are covered in kit are listed
below - Visitor Entry Register
- Employee leaving/transfer/termination Checklist
- Employment confidentiality and Non-competition
agreement - Vehicle Requisition Form
- Experience, Personal Information Assessment
Chart (EPIAC) - Duty Resumption Form
12
ISO 20000-12018 Audit Checklists
- ISO 20000-12018 requirements wise as well
as gap analysis checklist are provided. The
audit checklists are very good tools for
the auditors to make audit questionnaire
and bring effectiveness in auditing. The
questions are prepared on the basis of ISO
20000-12018 standard. They can be logically used
for auditing during internal audit for ISO
20000-12018 to establish proper audit trail.
13
ISO 20000-12018 compliance matrix
- The Compliance matrix contains ISO
20000- 12018 requirement wise list of
documented - information for easy reference of users and
to understand how this system is made.
14
ISO 20000 Documentation Kit
- Global Manager Group provides ISO 20000
Documentation Kit that having ready to use
document kit for IT Service Management System,
which covers ITSMS plan, policies, procedures,
sample plan, templates, forms, SOPs, job
descriptions, ISO 20000 audit checklist and
more. - The ready-to-use ISO 200002018 Documents are to
ensure with all clauses defined ISO 20000-12018
standard as well as it satisfies governing
general requirements to create own documents for
their company in couple of days.
15
Why ISO 20000 Documentation Kit is Useful?
- Users can modify the templates as per their
service activity and create own documents for
their organization. - There are Readymade templates are available which
can reduce time in document preparation and
preparing ISO 20000 Audit checklist to meet
system requirements for easy certification. - Saves time and cost for making effective
documentation on ITSMS. - All the section and sub-sections for information
service management system and give better
confidence in your system as well as provide
linkage with related document list.
16
Global Manager Group is the first company that
introduces Online Consultancy by offering
International System Certification Documentation
and Auditor Training Packages
sales_at_globalmanagergroup.com
