How the ITIL - ISO 20000 Bridge supports your ISO 20000 project

Because of its unique combination of ISO 20000 requirements, process flowcharts and document templates, the ITIL® - ISO 20000 Bridge supports all steps of a typical ISO 20000 initiative.

The six cornerstones of successful ISO 20000 projects

ISO 20000 - Contents

The biggest challenge at the start of an ISO 20000 certification initiative is to develop an idea of what needs to change to become ISO 20000 compliant.

Unfortunately, the standard itself only sets out a number of requirements which must be fulfilled. ISO/IEC 20000:2011 asks you to design and implement a set of processes which meet certain requirements, but it does not describe in any detail how this should be done.

This is where ITIL comes into the picture. ITIL was created with ISO 20000 certifications in mind, and is therefore the perfect starting point for developing ISO 20000 compliant processes.

This means our ITIL reference model - the ITIL Process Map - contains all process and document templates you need for your ISO 20000 project. The ITIL - ISO 20000 Bridge links every single ISO 20000 requirement to one or several of those templates.

Understand what exactly it means to become ISO 20000 compliant

Our ISO 20000 compliant process model presents the ISO 20000 processes and their interactions in an easy to read, 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.

Develop ISO 20000 compliant processes for your organization

The ITIL Process Map, together with the ITIL - ISO 20000 Bridge, provides you with a detailed list of all ISO/IEC 20000:2011 requirements and how they can be fulfilled by the various ITIL processes.

Next to the 147 requirements are links to reference process flowcharts ("Process Templates"), so for every ISO 20000 requirement you can instantly navigate to a ready-to-use process diagram (for example in Visio format) and modify this process to match the needs of your organization.

Design ISO 20000 compliant documents and records

In the context of an ISO 20000 certification audit, documents and records serve as evidence that a certain process is actually 'alive' and does not only exist on paper.

For instance, your auditor may look at your Service Level Agreements to check if the Service Management process is actually implemented and in use.

The set of more than 100 checklists ("Document Templates") included in the ITIL Process Map are the perfect starting point for designing such ISO 20000 compliant documents and records.

Create high-quality process documentation

Typically, your ISO 20000 auditor will start by assessing your process documentation, which is not only required to document your ISO 20000 processes in full, but also to be coherent and to show information flows between the processes.

Our ISO 20000 process templates were designed with this in mind, and if you stick to our way of visualizing the processes you are sure to create 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 staff have an understanding of the processes

Your auditor will check if your staff are familiar with the documented ISO 20000 processes. Once again, the graphical representation of the processes helps to make sure that everyone does not only know their immediate responsibilities, but also understand how their activities fit into the big picture.

Keep track of progress during the ISO20000 certification project

The ITIL - ISO 20000 Bridge with its complete list of ISO 20000 requirements can also be used as a project dashboard - 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.

Resources and further reading

Related pages


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