Cases
Implementation of ISO 20000 for BSO's IT Department
Project Scope
- Conducting a gap assessment against ISO/IEC 20000-1
- Identifying missing processes, controls, and documentation
- Mapping current IT service processes to ISO 20000
- Standardizing service design, transition, delivery, and improvement
- Updating incident, change, problem, and service continuity processes
- Developing missing procedures and evidence records
- Enhancing governance mechanisms
- Training IT teams on ISO 20000
- Establishing continuous improvement roadmap
MILESTONE
Project Started
Milestone 1
Gap Assessment Report
Gap Assessment Report
Milestone 2
Process Standardization
Process Standardization
Milestone 3
Implementation & Adoption
Implementation & Adoption
End of Project
Project Objective
- Close gaps between existing practices and ISO 20000
- Improve service consistency, reliability, and availability
- Strengthen governance over IT services
- Enhance incident resolution and change management
- Improve customer satisfaction
- Build competency through training
- Enable continuous maturity
Project Output
- ISO 20000 Gap Assessment Report
- Updated ITSM framework aligned with ISO/IEC 20000-1
- Standard procedures for service lifecycle
- Enhanced incident, change, problem processes
- Competency development and training package
- Evidence package for ISO 20000 alignment