ISO 20000 Projects and the ITIL - ISO 20000 Bridge

 

Because of its unique combination of ISO 20000 requirements, process models and document templates, the ITIL - ISO 20000 Bridge supports the following tasks during a typical ISO 20000 initiative.

ITIL - ISO 20000 Bridge: Examples for Use Cases

Understand what exactly it means to be ISO 20000 compliant:

Our ISO 20000 compliant process model presents processes and their interactions in an easily understandable graphical way, and it allows you to drill down if you are interested in details. This makes it possible for you to quickly understand what you have to achieve in order to become ISO 20000 compliant, and to make those requirements visible to everyone in your organization.


Design ISO 20000 compliant processes for your organization:

The ITIL Process Map V3, together with the "ITIL - ISO 20000 Bridge" add-on, provides you with a detailed list of all the ISO 20000 requirements and how they are fulfilled by the various ITIL processes.

Next to the 173 requirements are links to process diagrams, so for every single requirement you can instantly see a specific suggestion for a compliant process. You can start with our suggestions and modify the process diagrams until they match the needs of your organization.


Design ISO 20000 compliant documents and records:

The set of 84 checklists (document templates) included in the ITIL Process Map are the perfect starting point for designing ISO 20000 compliant documents and records. Your auditor will look at those documents to verify if the processes are adhered to (e.g. he will look at your Service Level Agreements to check if the Service Management process is actually alive).


Create high-quality process documentation:

Typically your auditor will start by assessing your process documentation, which is not only required to document your processes in full, but also to be coherent and to show information flows between the processes. Our process templates were designed with this in mind, and if you stick to our way of visualizing the processes you are sure to create a high-quality process documentation that is able to stand up to your auditor’s scrutiny.

At the same time you will save a lot of time and effort during process documentation, as you modify existing process templates - rather than starting with a blank page.


Make sure all IT staff have a basic understanding of the processes:

Your auditor will check if IT staff is familiar with the documented processes. Once again, the graphical representation of the processes helps to make sure that IT staff do not only know their immediate responsibilities, but also understand how their activities fit into the bigger Service Management picture.


Keep track of progress during the certification program:

The detailed list of requirements can also be used as a project dash-board - a tick-list where all conformant and non-conformant areas are marked. You are ready for the certification audit when no non-conformant areas are left.


Additional Information