Key techniques to implement ISO 20000 for convincing your organization

Author: John Mills

Organizations active in IT Service Management (ITSM) have many reasons to implement an IT Service Management System (SMS) based on ISO 20000. So, Dealing with the ISO 20000 standard implementation has one more obstacle to overcome – your top management of organization. There is a must Buy-in from top management if you are implementing ISO 20000.

Most organizations where this is not a hard job to implement ISO 20000, but more organizations where this can be very difficult to achieve. Even before you start implementing ISO 20000, organization’s top management has to give you the OK for the project, and enable the resources you need.

If the top management don’t understand why ISO 20000 is good for the organization or the benefits of implementation, they will not cooperate and will not get their support or commitment for this task. So, following key techniques are used to convince the top management of organization:

  • Make the ISO 20000 implementation under stable for top management:

    • While trying to explain something to top management, IT professionals sometimes don’t come to the level of the people they’re speaking to. Besides complex tech talk, the fact is that management doesn’t like long and complicated explanations.

    Once they understand these examples and see the numbers to show why the organization is implementing ISO 20000.

  • Use examples:

    • Particularly if they are explaining business benefits achieved through ISO 20000 implementation. To make examples more convincing, use numbers related to the customers.

    If ISO 20000 has been implemented but, ISO 20000 requires that an authorization mechanism would be in place to be sure that only approved changes take place.

  • Explain the financial benefits to top management:

    • There is one thing that top management understands, its financial parameters for the topic you’d like to discuss for the ISO 20000 implementation.

  • Focus on improvement:

    • ISO 20000 provides an excellent foundation to begin improvement as an on-going activity. Continual improvement will result in a better-managed IT SMS, and your customers will notice.

    Following consequences of continually improving your IT SMS:

  • Improved processes– To improve process the activities, in the scope of the processes are performed with less effort and fewer mistakes.
  • Know the facts– If you don’t monitor and measure which embedded in ISO 20000, it’s impossible to prove that you have fulfilled obligations. You also won’t be able to tell what you need to do to fulfil obligations toward your customers.
  • Keep existing customers, and gain new ones– The Top management has be made aware that increasing performance is an excellent foundation to keep existing customers, and will help to gain new ones.

    • The ISO 20000 implementation is worth the effort of your organization. Unfortunately, until top management realizes that, there is no step forward. A set of customisable ISO 20000:2018 Documents templates that will make IT Service Management easier to implement and improve. Get a Free Demo of ISO 20000 Documentation Kit and see how documents and project tools can help you with your ISO 20000 project.