ISO 20000 - Getting the Right Start on Your Implementation Process

ISO 20000ISO 20000Getting the Right Start on Your Implementation ProcessGetting the Right Start on Your Implementation Process

www.implementwww.implementiso20000iso20000.com.com

Are you ready to get going on your Are you ready to get going on your implementation processimplementation process??

Our groundOur ground--breaking approach, the breaking approach, the Process Prototyping Implementation Process Prototyping Implementation MethodologyMethodology, will allow you to achieve , will allow you to achieve ISO 20000 certificationISO 20000 certification in just in just 18 months.18 months.

Process Prototype Building

Document Inventory

and Review

Work Product Development

Process Validation

Process“Go Live”

Training and Communication

Process Building Process Implementation Process TuningProcess Prototyping

Process Mapping

Process Tuning

M1Orientation

Meeting

M2Process

Approval

M4Process

Audit

M3ProcessSign-Off

© Process Prototyping Implementation Methodology 1064450

ISO 20000


LetLet’’s take a closer look at the first stage: s take a closer look at the first stage: Process PrototypingProcess Prototyping

This stage has 2 tasks and 1 milestone:This stage has 2 tasks and 1 milestone:Task 1:Task 1: Document Inventory & ReviewDocument Inventory & ReviewTask 2:Task 2: Process Prototype BuildingProcess Prototype BuildingMilestone 1:Milestone 1: Orientation MeetingOrientation Meeting


Document Inventory

and Review


Process Validation




Process Mapping

Process Tuning

M1Orientation

Meeting

M2Process

Approval

M4Process

Audit

M3ProcessSign-Off


ISO 20000

STAGE 1

Task 2

Task 1

Milestone 1


Document Inventory

and Review


Process Validation




Process Mapping

Process Tuning

M1Orientation

Meeting

M2Process

Approval

M4Process

Audit

M3ProcessSign-Off


ISO 20000

STAGE 1

Task 1


Task 1:Task 1: Document Inventory & ReviewDocument Inventory & Review

Find out whatFind out what’’s already been dones already been done

It may not be perfect, but this is your It may not be perfect, but this is your starting pointstarting point

Review the content and get a feel of the Review the content and get a feel of the processprocess


Document Inventory & Review has Document Inventory & Review has 2 major benefits2 major benefits::

It saves a lot of It saves a lot of timetime and and moneymoney by building by building on work thaton work that’’s already been dones already been done

It shows It shows respectrespect for the organization by saying for the organization by saying that what was done in the past is not obsoletethat what was done in the past is not obsolete


Task 1: Task 1: Document Inventory & ReviewDocument Inventory & ReviewWhat you should doWhat you should do::

1.1. CollectCollect all existing formal or informal all existing formal or informal documentation related to the process documentation related to the process (including forms, procedures, policies, (including forms, procedures, policies, audit reports, maturity assessment, audit reports, maturity assessment, etc.).etc.).



2.2. StoreStore collected documents.collected documents.



3.3. Read and reviewRead and review collected collected information, including the best practice information, including the best practice or standard on which the process will be or standard on which the process will be based (ISO 20000, etc.).based (ISO 20000, etc.).


TASK 1TASK 1isis

DONE!DONE!


Document Inventory

and Review


Process Validation




Process Mapping

Process Tuning

M1Orientation

Meeting

M2Process

Approval

M4Process

Audit

M3ProcessSign-Off


ISO 20000

STAGE 1

Task 2


Task 2:Task 2: Process Prototype BuildingProcess Prototype Building

The objective is to document a draft The objective is to document a draft process based on existing and best process based on existing and best practicespractices

Less is moreLess is more: : do notdo not document an document an encyclopaedia encyclopaedia



Document the process objective, scope, Document the process objective, scope, performance indicators, flow chart of performance indicators, flow chart of activities (without activity descriptions), activities (without activity descriptions), interfaces with other processes and interfaces with other processes and reference to best practice or standard reference to best practice or standard requirementsrequirements



Process prototype will be far from perfectProcess prototype will be far from perfect

It is conceptual in natureIt is conceptual in nature

It will serve as basis for initiating discussion in It will serve as basis for initiating discussion in the process building stagethe process building stage


Task 2: Task 2: Process Prototype BuildingProcess Prototype BuildingWhat you should doWhat you should do::

1.1. Prepare a Prepare a highhigh--level flowchartlevel flowchart of of the processthe process

2.2. Ensure all Ensure all requirementsrequirements are are addressedaddressed


Task 2: Task 2: Process Prototype BuildingProcess Prototype BuildingWhat you should doWhat you should do::

3.3. Prepare Prepare questionsquestions

4.4. Prepare Prepare propositions, solutions, propositions, solutions, best practices, guidance, ideasbest practices, guidance, ideas......


TASK 2TASK 2isis

DONE!DONE!


Document Inventory

and Review


Process Validation




Process Mapping

Process Tuning

M1Orientation

Meeting

M2Process

Approval

M4Process

Audit

M3ProcessSign-Off


ISO 20000

STAGE 1

Milestone 1


Milestone 1:Milestone 1: Orientation MeetingOrientation Meeting

ValidationValidation with process ownerwith process owner

Objective is to Objective is to reviewreview and and sculptsculpt the the prototype to include ownerprototype to include owner’’s vision and s vision and expectations of future processexpectations of future process



Great opportunity to communicate the Great opportunity to communicate the standards requirementsstandards requirements for this for this particular processparticular process

Key resources must be involved early to Key resources must be involved early to ensure that they can express their ensure that they can express their visionvision and and expectationsexpectations



Process team obtains Process team obtains buybuy--inin from from process owner and other key resources process owner and other key resources on on highhigh--level elementslevel elements of the processof the process

Process team then moves a lot Process team then moves a lot fasterfasterby not getting entangled in philosophical by not getting entangled in philosophical discussions about the process later ondiscussions about the process later on


MILESTONE 1MILESTONE 1isis

ACHIEVED!ACHIEVED!


STAGE 1STAGE 1isis

COMPLETED!COMPLETED!


About the author:About the author:

Isabelle Perron is a fullIsabelle Perron is a full--time consultant dedicated time consultant dedicated to helping companies to helping companies implement processimplement process--based based management systems.management systems.


About the author:About the author:

She has been involved in She has been involved in over 25 Process over 25 Process Implementation Projects, Implementation Projects, in various functions such in various functions such as Project Manager, as Project Manager, IT/business process IT/business process expert, coach, trainer and expert, coach, trainer and auditor.auditor.

To find out everything you need to know To find out everything you need to know to get started and to implement your IT to get started and to implement your IT Service Management System (ITSM) in Service Management System (ITSM) in

fast track mode, please visitfast track mode, please visit


ISO 20000 - Getting the Right Start on Your Implementation Process

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