ISO 20000 Lead Implementer case studies
ISO 20000 Lead Implementer · Put your knowledge to work in context.
The PECB Certified ISO/IEC 20000 Lead Implementer is a professional credential that validates competence in implementing a service management system (SMS) based on the requirements of ISO/IEC 20000-1. The associated training course is aimed at managers and consultants involved in SMS implementation, managers and employees helping their organization meet service requirements and deliver value, project managers, consultants and expert advisers who want to master SMS implementation, individuals responsible for maintaining conformity with ISO/IEC 20000-1, and members of an SMS implementation team. The ISO 20000 Lead Implementer case studies are 5 cases and about 4,060 words.
1Certification Scope When Internal IT and External Services Share the Same Machinery
Northwind Managed Services processes payroll for 40 client organizations and also runs internal IT for its own 300 staff. Both use the same service desk tool, on-call rota, data centre and two external suppliers.
802 words, about 4 min2Sequencing an Eight-Month SMS Implementation Around an ERP Migration
MetroShare is a public-sector shared service centre providing HR, finance and IT services to 14 government agencies and 9,000 employees. It holds ISO/IEC 27001 certification, has informal ITIL practices and a service desk tool, but no documented SMS, no service catalogue and no management review for 18 months.
844 words, about 4 min3Implementing Configuration, Incident, Problem and Change Control Across 14 Countries
TransFleet Logistics operates warehouse management and transport services in 14 countries. Its Manila service desk logs incidents in one tool, while local teams use a second tool for the same services.
801 words, about 4 min4Redesigning Measurement When SLAs Are Met but Customers Complain
Horizon IT Services provides an e-commerce platform to 25 retail clients under SLAs. Its monthly service report states 99.95% availability and 92% of incidents closed within target, yet three clients have issued formal complaints about slow checkout during peak periods.
776 words, about 4 min5Three Weeks Before Stage 2: Deciding Whether to Proceed
Three weeks before its stage 2 ISO/IEC 20000-1 certification audit, Callisto Support Services discovers several problems. The internal audit was performed by the consultant who wrote most of the procedures, and the audit report contains no findings.
837 words, about 4 min