Enable: ISO20K™ – Your Pathway To ISO 20000 Certification

Are you an IT service provider (or an organization being performance managed as one) that sees ISO 20000 certification as a source of competitive advantage or a foundation for operational discipline?

If so, this service offering is for you!

The “Enable: ISO20K™” program is specifically designed to enable organizations to establish and operate the enabling infrastructure to demonstrate conformance with the requirements described by the international standard ISO/IEC 20000-1:2011.

The program helps overcome the traditional issues with certification to this standard, including managing the risks and costs associated with:

  • Multiple audit attempts;
  • In-house development of policies, procedures and artifacts required by the standard;
  • Long-term engagement of specialized third-party resources;
  • Ability to operate and effectively maintain the management system over time.

The program spans the entire process from initial application through the certification audit and the preparatory work for re-certification. This is depicted graphically in the diagram below:

The program also includes periodic checkpoints, special periods set aside for stabilization, and a warranty period during which the ongoing surveillance procedures may be engaged.

Each engagement is driven off of a fixed Statement of Work which contains summary information of each phase of the program, an indication of the key roles and responsibilities of the participants and their level of involvement.

Our methods help ensure that:

  • Your current state operations serve as the foundation for demonstrating conformance with the requirements, not idealized process views;
  • You won’t have to rely on a generic set of “templates” that are disconnected from your day-to-day work and introduce a maintenance burden over time;
  • Any proposed changes/enhancements are narrowly targeted to address specific requirement gaps, not wholesale process re-engineering;
  • The methods used in the delivery of the service (as preparation for the certification audit) are identical to those that will be required for the audit itself and the ongoing operation of the management.

As a result, it’s our intention that the service provider organizations we serve and the program team members who engage with us will be more confident and capable when our engagement is complete.

The terminology used by the program is based upon the definitions, concepts, methods and existing guidance found within the Universal Service Management Body of Knowledge (USMBOK).   These are fully compatible with those found in other popular, recognized industry frameworks, including the IT Infrastructure Library (ITIL®), the Control Objectives for Information and related Technology (COBIT®), and the Microsoft Operations Framework (MOF®).

The procedural elements and documentation in general is compatible with those found within the ISO/IEC 19011:2011 (Guidelines for quality and/or environmental management systems auditing) and consistent with the protections offered to organizations seeking certification by the ISO/IEC 17021:2011 (Conformity assessment – Requirements for bodies providing audit and certification of management systems).

Contact us for more information on how we can assist your organization in obtaining your ISO 20000 certification!