How to Understand the Organization's Context in Terms of ISO 20000 Standard?

ISO 20000 The International Organization for Standardization (ISO) and the International Electoral Commission together created ITSM, the global standard for IT service management (IEC). ISO 20000 is recognized by the majority of nations in the globe because it was approved by a majority of member nations to become an international standard.

The standard outlines a set of management procedures designed to help in delivering IT services that are more effective (both to those within the business and customers). The framework and methods provided by ISO 20000 allow for the management of the ITSM while also demonstrating the company's adherence to best practices, which will enhance the quality of your IT service delivery. And ISO 20000 applies to businesses of any size and in any industry.

Clause 4 has been modified by the addition of the phrase "Context of the Organization" in ISO 20000-1:2018. The organization establishes a strong foundation for attaining the objectives and results of the Service Management System by being clear about which internal and external concerns are pertinent (SMS). must start with internal problems and determine the organizational context.

The corporation must specify the limits and applicability of the SMS to establish the scope of the ISO 20000 implementation in to identify the context of the organization. The organization should take both internal and external factors into account when deciding the scope. A company's internal problems can be caused by several, a few of which are mentioned below.

Organization size: Concerning the assignment of duties to employees, a company's size is a key factor. One individual may be responsible for several roles in a small business.

Organization structure: The organization's service management processes must be handled across all departments and functions. Before adopting an SMS, the organizational structure of the business, such as its hierarchical, matrix, or self-learning team structure, must be taken into consideration.

Culture: Adopting a service management system requires careful consideration of ethics, individual conduct, and departmental personnel.

Methods/frameworks: Find out if the business has already received certification for any ISO standards, such as ISO 20000:2011. Knowing how much of the current processes, procedures, and ISO 20000 documents have to be revised to comply with ISO 20000:2018 will be made it easier with this information. You should also be aware of any other frameworks that the business has been using, such as ITIL, COBIT, etc.

Technology: What different technologies does the business utilize to provide its present services, such as IT infrastructure including the cloud, SAAS, PAAS, etc.?

Service types: What types of IT and non-IT services, such as local, global, round-the-clock, and 24x7, are provided by the organization for its products?

Resource capabilities: Process maturity, organizational maturity, and staff maturity all play critical roles. SFIA (Skills Framework for Information Age), a global industrial framework, can be used by IT professionals. The ISO 20000 awareness training is crucial in this context.

The implementation of an SMS should be adaptive enough to meet business changes brought on by external factors. Some of the external challenges that organizations need to be aware of are listed here.

Political: An organization may be unable to establish or strengthen alliances with organizations in other nations if the nation's foreign policy changes. For example, Changes in government, laws, regulations, alterations in policy, and controversies

Economic: The procedures for determining prices, accounting practices, and procedures may need to alter as a result of this. For instance, competition, consumer purchasing power, and union membership inclusion or exclusion

Sociological: Customers and suppliers could demand business operations electronically. Employees grow increasingly technically minded and conscious of the advantages of electronic communication.

Technological: Advanced technologies in communication and computing may increase organizational effectiveness and efficiency, which rivals are currently utilizing. For instance, benchmarks, emerging technologies, and trends

Legal: The way that the management systems function may vary as a result of changes to the organization's policies and practices. For instance, trademarks, intellectual property rights, and data privacy or confidentiality

Environmental: This could be the consequence of pressure from the organization's specific operating environment or industry, or it could be from the actual environment in which the organization is located. The way that redundant equipment is disposed of may be impacted by the company's commitment to corporate social responsibility or by the addition of an environmental management policy, such as ISO 14001. Take e-waste, sustainability, and renewable energy as examples.

Source: https://itsms20000procedures.wordpress.com/2022/12/27/how-to-understand-the-organizations-context-in-terms-of-iso-20000-standard/

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