A structured approach to align IT service management practices with ISO 20000:2018. Timelines may vary based on organizational complexity and readiness.
| # | Activity | Timeline | Description |
|---|---|---|---|
| 1 | Initial Assessment (Gap Analysis) | 2–4 weeks | Evaluate current IT service management processes against ISO 20000:2018 requirements to identify gaps. |
| 2 | Define Project Plan | 1–2 weeks | Create a detailed project plan with timeline and resource allocation for ISO 20000:2018 implementation. |
| 3 | Stakeholder Engagement | 1 week | Identify and engage key stakeholders to secure commitment and support. |
| 4 | Awareness Training | 1–2 weeks | Conduct workshops and training sessions on ISO 20000:2018 principles and benefits for employees. |
| 5 | Service Management System (SMS) Design | 4–6 weeks | Design or update the SMS, including policies, procedures, and processes aligned with ISO 20000:2018. |
| 6 | Process Implementation | 8–12 weeks | Implement key processes such as Service Level Management, Incident Management, and Change Management. |
| 7 | Roles & Responsibilities Definition | 2 weeks | Define and assign roles and responsibilities for IT service management processes. |
| 8 | Documentation Development | 4–6 weeks | Develop or update documentation, including policies, procedures, and templates. |
| 9 | Training & Competence Development | 2–4 weeks | Provide role-specific training for employees on the updated processes, tools, and technologies. |
| 10 | Internal Audits and Reviews | 2–4 weeks | Conduct internal audits to assess the effectiveness of the SMS and identify improvements. |
| 11 | Management Review | 1 week | Review the SMS performance, address challenges, and identify improvement opportunities. |
| 12 | Certification Preparation | 2–4 weeks | Prepare the organization for the certification audit by addressing any remaining gaps. |
| 13 | Certification Audit | 1–2 weeks | External auditors assess the SMS for ISO 20000:2018 compliance and issue certification. |
| 14 | Post-Certification Support | Ongoing (3–6 months) | Provide ongoing support to maintain compliance and facilitate continual improvement. |
Copyright 2024 Pangolin Developers Limited. Designed By Magazihost CryotoTech Limited