{"id":6588,"date":"2016-09-06T16:35:18","date_gmt":"2016-09-06T16:35:18","guid":{"rendered":"https:\/\/multiacademstg.wpengine.com\/20000academy\/?p=6588"},"modified":"2025-03-07T16:08:40","modified_gmt":"2025-03-07T16:08:40","slug":"12-steps-for-iso20000-implementation","status":"publish","type":"post","link":"https:\/\/staging.advisera.com\/20000academy\/blog\/2016\/09\/06\/12-steps-for-iso20000-implementation\/","title":{"rendered":"12 steps for ISO 20000 implementation"},"content":{"rendered":"<p>If you dig into the content of <a href=\"https:\/\/staging.advisera.com\/20000academy\/what-is-iso-20000\/\" target=\"_blank\" rel=\"noopener noreferrer\">ISO 20000-1<\/a> (requirements for the Service Management System, i.e., SMS), questions will start to pop up. And, maybe one of the most interesting ones is certainly \u201cHow to implement all this?\u201d Well, although it sounds complex, if you approach your implementation systematically, it shouldn\u2019t be too complex.<\/p>\n<p>In this article, I\u2019ll explain the workflow of the ISO 20000 implementation. By making the decision to implement the standard\u2019s requirements, you already took the first significant steps. If you would like to learn more about the main reasons why companies don\u2019t implement ISO 20000, read the article <a href=\"https:\/\/staging.advisera.com\/20000academy\/blog\/2016\/02\/23\/what-are-the-most-common-iso-20000-implementation-myths\/\">What are the most common ISO 20000 implementation myths?<\/a><br \/>\n<div id=\"middle-banner\" class=\"banner-shortcode\"><\/div><script>loadMiddleBanner();<\/script><br \/>\n<div id=\"side-banner-trigger\" class=\"banner-shortcode\"><\/div><\/p>\n<h2>The implementation steps<\/h2>\n<p>What I\u2018d suggest for you to do is \u2013 be systematic. This means that you should avoid ad-hoc solutions, i.e., decisions. If you change implementation direction too often, that will create chaos. Here are 12 implementation steps set in logical order:<\/p>\n<ol>\n<li><strong>Obtain management support<\/strong> \u2013 That\u2019s your first battle, to convince your management to support the implementation. Why? They need to allow funds and, besides money, you need a strong sponsor. That should be your management.<\/li>\n<li><strong>Establish the project<\/strong> \u2013 That\u2019s not a mandatory step, but it will significantly increase the efficiency of the implementation. That\u2019s because you have a clear goal, people (and other resources), a time plan, inputs, outputs \u2026 etc. Project Management is your tool (being responsible for the implementation) to keep things under control and achieve the desired results (implementation of the SMS and certification against ISO 20000-1).<\/li>\n<li><strong>Perform assessment and gap analysis<\/strong> \u2013 This is one more step that is not mandatory. But, it\u2019s highly advisable to perform a <a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-tools\/iso-20000-gap-analysis-tool\/\" target=\"_blank\" rel=\"noopener noreferrer\">gap analysis<\/a> and check your existing management system against ISO 20000 requirements. I\u2019m pretty sure you are managing incidents or changes even without ISO 20000 in place. So, check what\u2019s missing to comply with the standard and you will not have to do those things once again (and, not to forget \u2013 you will shorten implementation time and save resources \u2013 monetary as well as non-monetary ones).<\/li>\n<li><strong>Define scope, management intention, responsibilities<\/strong> \u2013 This is the phase when you need to set the foundations of your SMS and define the direction of all further activities. So, in this step you will define the\u00a0<a href=\"https:\/\/staging.advisera.com\/20000academy\/documentation\/sms-plan\/\" target=\"_blank\" rel=\"noopener noreferrer\">scope<\/a> and <a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-documentation-toolkit\/?rel=sms-related-documents&amp;doc=service-management-system-policy\" target=\"_blank\" rel=\"noopener\">policy<\/a> of the SMS. Read the article <a href=\"https:\/\/staging.advisera.com\/20000academy\/blog\/2015\/06\/02\/how-to-define-the-scope-of-the-sms-in-iso-20000\/\">How to define the scope of the SMS in ISO 20000<\/a> to learn more about the scope of the SMS.<\/li>\n<li><strong>Implement support procedures<\/strong> \u2013 These are \u201cnon-productive\u201d procedures, i.e., the ones that are not involved in daily operations of your SMS, but they have an indirect effect on them. These are, e.g., <a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-documentation-toolkit\/?rel=sms-related-documents&amp;doc=procedure-for-document-and-record-control\" target=\"_blank\" rel=\"noopener\">Procedure for document and record control<\/a>, <a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-documentation-toolkit\/?rel=sms-related-documents&amp;doc=procedure-for-internal-audit\" target=\"_blank\" rel=\"noopener\">Internal audit procedure<\/a> and checklist, Communication procedure\u2026 etc.<\/li>\n<li><strong>Generate process \/ function documentation<\/strong> \u2013 Now, the \u201cparty\u201d starts. The previous steps were used to set up the management system. Now, you have to add all the processes required by the standard. You will use previous experience, i.e., knowledge you have, external help, tools, etc. for the implementation. If you decided to use the project approach, this is where it will be most beneficial.<\/li>\n<li><strong>Implement processes and\/or functions<\/strong> \u2013 This is the same as with the previous bullets. This is the time when theory goes into practice. Additionally to (hopefully) well-prepared process documentation, your managerial skills will come to the surface.<\/li>\n<li><strong>Perform <a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-documentation-toolkit\/?rel=sms-related-documents&amp;doc=training-and-awareness-plan\" target=\"_blank\" rel=\"noopener\">training and awareness<\/a> <\/strong><strong>programs<\/strong> \u2013 It\u2019s important that all people involved in the SMS are aware of their tasks, and that they have the same understanding (about the purpose, i.e., goals and processes) of the SMS and \u201cspeak the same language\u201d (e.g., when a user reports malfunctioning in some of the services \u2013 it\u2019s an incident).<\/li>\n<li><strong>Operate the SMS<\/strong> \u2013 As I already mentioned, your (or the person who is the SMS manager) managerial skills are important not only during the implementation, but also afterwards. Remember, once you implement the SMS, it will support IT services used by your customers. And that can be tricky. So, you have to be good at managing those services, i.e., running the SMS.<\/li>\n<li><strong>Create the Continual Service Improvement concept<\/strong> \u2013 Besides the fact that it\u2019s one of the requirements, it\u2019s also one of the facts in everyone\u2019s\u2019 (including the SMS) life \u2013 changes are continual. And, that\u2019s a good thing. It will improve the performance of the SMS and make customers happy.<br \/>\n<strong>Implement the Continual Service Improvement concept<\/strong> \u2013 Once you define your continual service improvement concept \u2013 implement it. And, keep it running even if you have to improve it (from time to time).<\/li>\n<li><strong>Conduct the internal audit<\/strong> \u2013 This step will tell you how well you have done so far. Find someone objective (who was not part of the implementation) to perform the audit.<\/li>\n<li><strong>Management review<\/strong> \u2013 this is one of the mandatory steps and your conclusion of the implementation project. And, as much as I experienced, your management would like to know what\u2019s going on. Make good preparation (you have many requirements in the standard, and that will help you successfully prepare for the meeting).<\/li>\n<\/ol>\n<h2>And, that\u2019s it. You are done. What is left are audits:<\/h2>\n<p><strong>Stage 1 certification audit (Documentation review<\/strong>) \u2013 Before the certification audit, your certification body will visit you and check the SMS. This is your chance for an open talk where you can only gain. They will tell you what they think about your work, i.e., what you need to improve.<\/p>\n<p><strong>Stage 2 certification audit (Main audit)<\/strong> \u2013 This is your \u201cbig moment.\u201d Auditor(s) will visit you and tell you that everything is perfect, isn\u2019t it? I hope so. Anyway, this step is your final step and I hope it will verify your successfully implemented SMS.<\/p>\n<h2>Is that all?<\/h2>\n<p>More or less \u2013 yes. There could be some smaller deviations, but in essence, the above-mentioned steps will bring you to finish the implementation. You may have noticed that the first set of steps were SMS set-up related. Then came processes and functions definition and implementation. Although management confirms the desired results, continual improvement is your \u201cdestiny.\u201d It never stops, on the contrary \u2013 it should ensure you are getting better day by day.<\/p>\n<p><em>To implement ISO 20000 easily and efficiently, use our<\/em> <a href=\"https:\/\/staging.advisera.com\/20000academy\/iso-20000-documentation-toolkit\/\" target=\"_blank\" rel=\"noopener\">ISO 20000 Documentation Toolkit<\/a> <em>that provides step-by-step guidance for full ISO 20000 compliance.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>If you dig into the content of ISO 20000-1 (requirements for the Service Management System, i.e., SMS), questions will start to pop up. And, maybe one of the most interesting ones is certainly \u201cHow to implement all this?\u201d Well, although it sounds complex, if you approach your implementation systematically, it shouldn\u2019t be too complex. In &#8230;<\/p>\n","protected":false},"author":32,"featured_media":17227,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[541,400,366,542],"class_list":["post-6588","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-diagram","tag-implementation","tag-iso-20000","tag-workflow"],"acf":[],"_links":{"self":[{"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/posts\/6588","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/users\/32"}],"replies":[{"embeddable":true,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/comments?post=6588"}],"version-history":[{"count":3,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/posts\/6588\/revisions"}],"predecessor-version":[{"id":18205,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/posts\/6588\/revisions\/18205"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/media\/17227"}],"wp:attachment":[{"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/media?parent=6588"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/categories?post=6588"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/staging.advisera.com\/20000academy\/wp-json\/wp\/v2\/tags?post=6588"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}