Role of ISO 20000 Lead Implementer certified professionals in implementing IT SMS in an organization?

IT Service Management (ITSM) assists organizations in managing IT services and delivering products that meet the needs of their consumers. ISO 20000 Lead Implementer is responsible for implementing IT SMS in accordance with the international standard. They employ ISO 20000-3:2019, the latest version of ISO 20000 standard, and carry out the following procedures for implementing IT SMS in the organization in India.

Obtain management support

ISO 20000 Lead Implementer professionals first obtain management support for implementing IT SMS in the organization.

Establish the project

Professionals establish all project requirements, such as objectives, workers, a schedule, and a budget, which allows them to track the progress of implementation and achieve their goals.

Perform assessment and gap analysis

They perform a gap analysis and check the existing management system against ISO 20000 requirements.

Define scope, management intention, and responsibilities

During this phase, ISO 20000 Lead Implementer sets the foundations for IT SMS and determines the direction of all further activities. They define the scope and policy of the IT SMS, management objectives, and responsibilities of all employees involved in implementation.

Establish support procedures

ISO 20000 Lead Implementer professionals develop procedures for document, record control, internal audit and checklist, and communication procedure. These are non-productive procedures that do not impact on day-to-day operations of IT SMS, but they have an indirect impact on them.

Generate process

In this stage, certified lead implementers utilize their experience and knowledge to identify the most suitable tools and processes for implementing IT Service Management System.

Implement processes and functions

Lead Implementers implement the IT SMS in the organization using the tools and procedures identified in the previous stage.

Perform training and awareness programs

Lead Implementers further engage in providing training and awareness programs for individuals involved in the IT SMS. It helps them to be aware of their tasks, and understand the goals and processes.

Operate the SMS

Certified ISO 20000 Lead Implementers use their managerial skills in operating IT SMS in the organization for designing, creating, delivering, and monitoring the Information Technology services.

Create the Continual Service Improvement strategies

ISO 20000 Lead Implementers create and implement continual service improvement strategies to enhance SMS performance and build IT services based on client needs.

Conduct the internal audit

Lead Implementer Certification holders perform an internal audit to ensure that the IT Service Management System meets the ISO 20000 standard requirements. They conduct internal audits on regular basis to assess the efficiency of IT SMS.

Management review

ISO 20000 Lead Implementer explains the process improvement of IT SMS to management after successfully implementing IT SMS in the organization.

ISO 20000 Lead Implementer professionals are responsible for applying IT SMS as per ISO 20000 standard requirements. Advanced knowledge on ISO 20000 standard can be acquired by candidates through rigorous ISO 20000 Lead Implementer Training. It enables them to obtain real-life experiences in implementing IT SMS by complying with the ISO 20000 standard in an enterprise.