ISO/IEC 20000 IT Quality Management

Since the launch of ISO/IEC 20000 in 2005 and with the huge popularity of the IT Infrastructure Library (ITIL) organisations have been keen to implement improvements in their processes, based on these two recognised standards.

In practice, while many individuals have received training and have improved their own personal IT understanding and capability, the benefits associated with Business Process Improvement in this area have rarely been realised organisation-wide. Key to the success of an ISO/IEC 20000 implementation and subsequent IT Service improvement, is the project the reviews and improves every IT Management, Role and the associated Tools. While individual training is an essential component in the improvement process it is not the complete solution and ILX Consulting's wider implementation of IT best practice is key to maximising organisational benefits.

As a result of the initial audit or "Healthcheck" ILX Consulting would prepare an implementation plan encompassing the activities needed to fully embed a more structured suite of IT Management Processes. This plan would aim to improve and complement existing processes to close any gaps.

ILX Consulting recommends that this improvement is managed as a project with a comprehensive project plan and the necessary governance and management to ensure its success.

The plan would include the following items:

  • Creating a combined Client/ILX Consulting team to deliver the improvements
  • The production of client-specific IT Management processes and procedures
  • The creation/enhancement of an IT Quality Management System (QMS) to support the implementation, use, audit and review of IT Service Management
  • The procurement and implementation of an integrated service management tool to include, where appropriate, any existing software tools
  • A series of ISO/IEC 20000 pre-assessments for each group of completed processes once the planned improvements and enhancements have been achieved
  • The training and skills transfer of IT Service Management disciplines to client staff in order to strengthen the internal capability
  • This plan would be a key output of the initial Healthcheck and would enable the client to move forward in a more structured way with or without assistance from ILX Consulting.

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