What training is available regarding ISO/IEC 20000 ?

PRO-ATTIVO were one of the world's first itSMF Accredited Course Providers for BS 15000 qualifications. Our success can be measured through the fact that we have trained over 25% of the world's qualified consultants and have an average pass rate nearly 20% above the average of all course providers (87% PRO-ATTIVO versus 68% All Course Provider Average). We are probably the world's most successful training company in this respect. Our association continues today through our ISO/IEC 20000 accredited offerings which are built on the firm foundations of our BS 15000 pedigree. Our lecturers are consultants who lecture (and do this well as can be seen from the results of our delegates). We bring real-life experiences in to the classroom. Click for further information.

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How long has pro-attivo been involved with ISO/IEC 20000 / BS 15000 ?

BS 15000 was the forerunner to ISO/IEC 20000. The new standard is based predominantly on the British Standard with a number of generally minor changes. BS 15000 started its semi-public life in 2000 through a trial period of the first version of the standard which was tested by "early adopters". We started our consultancy association back in 2001. BS 15000 was issued publicly in 2002 with the certification scheme being launched in 2003. We also have a long standing pedigree in service management consultancy with a later addition of training services. Our approach is proven with successful client certifications. We were one of the world's first itSMF accredited course providers for BS 15000 and are once again leading the way with ISO/IEC 20000.

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What is ISO/IEC 20000?

ISO/IEC 20000 is the first internationally recognised worldwide quality management standard created specifically for IT Service Management. It sets out a minimum set of requirements that must be achieved in order to gain certification. ISO/IEC 20000 is based upon the key elements of the IT Infrastructure Library (ITIL) framework which is managed by the office of government commerce (OGC). ISO/IEC 20000-1 is the formal specification, it defines the requirements that must be achieved and is divided into the following sections; Requirements for a Management System, Planning & Implementing Service Management, Planning & Implementing New or Changed Services, Service Delivery processes, Relationship processes, Control Processes and Release Processes. ISO/IEC 20000-2 is the code of practice for the formal specification and describes the best practices for Service management processes within the scope of ISO/IEC 20000-1.

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Will ISO/IEC 20000 help with compliance to the USA Sarbanes-Oxley Act of 2002 ?

ISO/IEC 20000 is a quality management system for IT Service Management. There are distinct consistent and repeatable controls that must be demonstrated prior to certification being awarded. These include IT change, security, risk, supplier management and financial management control within Service Management. Therefore the standard will contribute to an organization's compliance to the SOX act and in particular "Section 404: Management Assessment Of Internal Controls".

How do I define the scope of certification ?

Scoping should consider the eligibibility of the chosen scope for certification (see our FAQ). You may also wish to consider the likelihood of certification against the scope defined. For example, you may perform some disciplines particularly well for one set of customers but not for others. In a large outsourcing deal a service provider may have different Service Management departments for each major customer therefore scoping down to a specific customer may be easier. You can define the scope as wide or as small as you wish as long as that scope remains eligible for certification. For example, you may set your boundaries based upon : - The geographical aspects involved, such as an office, group of offices, a region, a country, globally etc. - The organizational aspects involved, such as department, a group of departments, all departments etc. - The service aspects involved, such as a service, a group of services, a section of the service catalogue, all services etc. See the itSMF Scoping Guidelines for further details (press more info).

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How do I know if my organization is eligible for certification ?

Not all organizations will be eligible for certification under the current scheme guidelines. The key factor in determining the eligibility of any organization will be the level of management control they have on the ISO/IEC 20000 Processes. This can be demonstrated through retaining for each process : - knowledge and controls of the inputs - knowledge, use and interpretation of the outputs - definition and measurement of metrics - demonstrable evidence of accountability for the process - definition, measurement and review of process improvements These will be scrutinised very closely when there are any elements of the ISO/IEC 20000 processes that have been outsourced, for example, capacity management is outsourced to a specialist provider. As long as management control can be demonstrated in this example then the scope of the certification will still be eligible. See the itSMF Eligibility Guidelines for further details (press more info).

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