ISO 20000 Foundation case studies
ISO 20000 Foundation · Put your knowledge to work in context.
The ISO/IEC 20000 Foundation certificate is an entry-level credential in IT service management (ITSM) built around the ISO/IEC 20000 standard for service management systems. It is aimed at anyone who needs a working vocabulary of how a service management system (SMS) is specified, planned, operated, measured and improved: service desk and operations staff, IT managers, process owners, auditors and consultants, and candidates moving from frameworks such as ITIL into a standard-based, auditable way of working. The ISO 20000 Foundation case studies are 5 cases and about 2,168 words.
1Scope after acquisition: can the SaaS product be declared in scope?
A 600-person managed service provider, Northwind IT, acquired a 90-person analytics firm six months ago. Northwind's SMS scope statement says: “All IT services provided to external customers worldwide.” The analytics firm delivers a SaaS product to 12,000 subscribers using a third-party cloud provider, and its staff also receive internal IT support from Northwind.
446 words, about 2 min2Objectives without baselines: planning an auditable SMS
A 250-person logistics company, Hanseatic Freight, is implementing an SMS for its internal IT shared service centre. The IT director has drafted three objectives for the coming year: “improve user satisfaction,” “reduce incidents,” and “become more proactive.” No baseline exists: the service desk records ticket counts in a spreadsheet that is overwritten weekly, satisfaction is measured by an annual survey with a 4% response rate, and problem management is informal.
428 words, about 2 min3Green dashboard, unhappy users: monitoring and review failures
Vertex Care provides IT services to 40 clinics. Its monthly service report shows 99.98% availability, 92% of incidents resolved within SLA, and 88% first-contact resolution.
440 words, about 2 min4Recurring certificate failures: correction is not corrective action
A payment processing company, Meridian Pay, had a severe outage in January caused by an expired TLS certificate. The incident record says “certificate renewed; monitoring improved.” The corrective action was closed in February after 30 days with no repeat.
426 words, about 2 min5Emergency change backlog: is more approval the right improvement?
A university's IT department supports 30,000 students. In the last quarter, 38% of changes were recorded as emergency changes, up from 12% a year earlier.
428 words, about 2 min