Iso 20000 your fail safe guide to process implementation

ISO 20000Your Fail-Safe Guide To Process Implementation

Are you ready to start the Process Implementation phase of your implementation project?

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

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http://implementiso20000.com/2011/01/23/isoiec-20000-certification/

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Process Prototype Building

Document Inventory

and Review

Work Product Development

Process Validatio

n

Process“Go Live”

Training and Communication

Process Building

Process ImplementationProcess Tuning

Process Prototyping

Process Mapping

Process Tuning

M1Orientation

Meeting

M2ProcessApproval

M4ProcessAudit

M3ProcessSign-Off

© Process Prototyping Implementation Methodology 1064450

ISO 20000

Let’s take a closer look at the third stage: Process Implementation

This stage has 2 tasks and 2 milestones:

Task 6: Training and CommunicationMilestone 3: Process Sign-OffTask 7: Process “Go Live”Milestone 4: Process Audit




Document Inventory

and Review


Process Validatio

n



Process Building


Process Prototyping

Process Mapping

Process Tuning

M1Orientation

Meeting

M2ProcessApproval

M4ProcessAudit

M3ProcessSign-Off


ISO 20000

STAGE 3

Task 6 Task

7

Milestone 4

Milestone 3


Document Inventory

and Review


Process Validatio

n



Process Building


Process Prototyping

Process Mapping

Process Tuning

M1Orientation

Meeting

M2ProcessApproval

M4ProcessAudit

M3ProcessSign-Off


ISO 20000

STAGE 3

Task 6

Task 6: Training and Communication

Reminder: Work Product Development task started in previous stage is ongoing

Objective: Keep building and adjusting documents/work products related to the process

Do not start from scratch! Use what's already there and update it




Determine training needs Plan out training sessions Write necessary memos and announcements Include info on Go-live task such as:

Dates, targeted projects, teams or deliverables, support for any upcoming questions




Use this process training as evidence for requirement 4.4.2 of the ISO/IEC 20000-1 standard, Human resources

Recycle, recycle, recycle! The training documents should be the process documents. Do not waste time or energy creating new PowerPoint presentations for training purposes


http://implementiso20000.com/2011/04/13/new-version-of-the-isoiec-20000-1-is-published-available/



Quick tip:

Use internal audits as another way to train resources and communicate requirements


TASK 6is

DONE!



Document Inventory

and Review


Process Validatio

n



Process Building


Process Prototyping

Process Mapping

Process Tuning

M1Orientation

Meeting

M2ProcessApproval

M4ProcessAudit

M3ProcessSign-Off


ISO 20000

STAGE 3

Milestone 3

Milestone 3: Process Sign-Off

Managers are now responsible for ensuring the process is in place

This milestone marks the passage from project mode to operational mode

Make a big deal out of it! Everyone involved should get a shout-out for all the hard work they put in


MILESTONE 3is

ACHIEVED!



Document Inventory

and Review


Process Validatio

n



Process Building


Process Prototyping

Process Mapping

Process Tuning

M1Orientation

Meeting

M2ProcessApproval

M4ProcessAudit

M3ProcessSign-Off


ISO 20000

STAGE 3

Task 7

Task 7: Process “Go Live”

Both managers and employees have to follow the process

Use the tools that were built and generate evidences

Evidences should be managed and stored as defined in requirement 4.3.2 of the ISO/IEC 20000-1 standard, Document control



Process implementation affects people in their day-to-day work

Resistance to change should be expected Give it some time and stress the

importance of everyone’s participation to ensure overall success of the project



ISO 20000 processes are interdependent Processes that are not being

implemented will impact other processes Make sure everyone is on board and

observes process interdependency discipline


TASK 7is

DONE!



Document Inventory

and Review


Process Validatio

n



Process Building


Process Prototyping

Process Mapping

Process Tuning

M1Orientation

Meeting

M2ProcessApproval

M4ProcessAudit

M3ProcessSign-Off


ISO 20000

STAGE 3

Milestone 4

Milestone 4: Process Audit

The best way to implement a process is to audit a process!

This milestone marks the point in your project where you should develop an internal audit process and your auditing tools



Remember: If it’s not audited, it’s not implemented!

You should audit each process in the implementation sequence in compliance with requirement 4.5.4.2 of the ISO/IEC 20000-1 standard, Internal audit.



Quick tip:

Try to audit with resources not directly involved in the process deployment


MILESTONE 4is

ACHIEVED!


STAGE 3is

COMPLETED!


Having completed the Process Implementation stage, you will now move on to the tuning stage of your process

Every process goes through every stage to complete the ISO 20000 implementation project



About the author:

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


About the author:

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

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

fast track mode, please visit


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Iso 20000 your fail safe guide to process implementation