Cases
Implementation of Service Management System ISO 20000
Project Scope
To establish, implement, maintain, and continuously improve IT Service Management (ISO 20000) system to ensure reliable IT services.
- Documentation & Compliance: Develop required policies, procedures, and records
- Combined audit reports and corrective action plans
- Training materials for staff
- Certification readiness reports
MILESTONE
Project Started
Milestone 1
Gap Assessment & Planning
Gap Assessment & Planning
Milestone 2
Management Systems Implementation
Management Systems Implementation
Milestone 3
Review and External Audit
Review and External Audit
End of Project
Project Objective
- Core ITSM Processes Implementation
- Service Delivery
- Incident & Problem Management
- Change & Configuration Management
Project Output
- ITSM Policy & Process Documentation
- Service Catalog, SLAs, and OLAs
- Incident, Problem, Change Management workflows