iso 20000: your fail-safe guide to process implementation
Post on 22-Mar-2016
217 Views
Preview:
DESCRIPTION
TRANSCRIPT
ISO 20000Your Fail-Safe Guide To Process Implementation
Are you ready to start the Process Implementation phase of your implementation project?
Our ground-breaking approach, the Process Prototyping Implementation Methodology, will allow you to achieve ISO 20000 certification in just 18 months.
www.implementiso20000.com
Process Prototype Building
Document Inventory
and Review
Work Product Development
Process Validatio
n
Process“Go Live”
Training and Communication
Process Building Process Implementation Process
TuningProcess
Prototyping
Process Mapping
Process Tuning
M1Orientation
Meeting
M2ProcessApproval
M4ProcessAudit
M3ProcessSign-Off
© Process Prototyping Implementation Methodology 1064450
ISO 20000
Let’s take a closer look at the third stage: Process Implementation
This stage has 2 tasks and 2 milestones:
Task 6: Training and CommunicationMilestone 3: Process Sign-OffTask 7: Process “Go Live”Milestone 4: Process Audit
www.implementiso20000.com
Process Prototype Building
Document Inventory
and Review
Work Product Development
Process Validatio
n
Process“Go Live”
Training and Communication
Process Building Process Implementation Process
TuningProcess
Prototyping
Process Mapping
Process Tuning
M1Orientation
Meeting
M2ProcessApproval
M4ProcessAudit
M3ProcessSign-Off
© Process Prototyping Implementation Methodology 1064450
ISO 20000
STAGE 3
Task 6 Task
7
Milestone 4
Milestone 3
Process Prototype Building
Document Inventory
and Review
Work Product Development
Process Validatio
n
Process“Go Live”
Training and Communication
Process Building Process Implementation Process
TuningProcess
Prototyping
Process Mapping
Process Tuning
M1Orientation
Meeting
M2ProcessApproval
M4ProcessAudit
M3ProcessSign-Off
© Process Prototyping Implementation Methodology 1064450
ISO 20000
STAGE 3
Task 6
Task 6: Training and Communication
Reminder: Work Product Development task started in previous stage is ongoing
Objective: Keep building and adjusting documents/work products related to the process
Do not start from scratch! Use what's already there and update it
www.implementiso20000.com
Task 6: Training and Communication
Determine training needs Plan out training sessions Write necessary memos and announcements Include info on Go-live task such as:
Dates, targeted projects, teams or deliverables, support for any upcoming questions
www.implementiso20000.com
Task 6: Training and Communication
Use this process training as evidence for requirement 4.4.2 of the ISO/IEC 20000-1 standard, Human resources
Recycle, recycle, recycle! The training documents should be the process documents. Do not waste time or energy creating new PowerPoint presentations for training purposes
www.implementiso20000.com
Task 6: Training and Communication
Quick tip:
Use internal audits as another way to train resources and communicate requirements
www.implementiso20000.com
TASK 6is
DONE!
www.implementiso20000.com
Process Prototype Building
Document Inventory
and Review
Work Product Development
Process Validatio
n
Process“Go Live”
Training and Communication
Process Building Process Implementation Process
TuningProcess
Prototyping
Process Mapping
Process Tuning
M1Orientation
Meeting
M2ProcessApproval
M4ProcessAudit
M3ProcessSign-Off
© Process Prototyping Implementation Methodology 1064450
ISO 20000
STAGE 3
Milestone 3
Milestone 3: Process Sign-Off
Managers are now responsible for ensuring the process is in place
This milestone marks the passage from project mode to operational mode
Make a big deal out of it! Everyone involved should get a shout-out for all the hard work they put in
www.implementiso20000.com
MILESTONE 3is
ACHIEVED!
www.implementiso20000.com
Process Prototype Building
Document Inventory
and Review
Work Product Development
Process Validatio
n
Process“Go Live”
Training and Communication
Process Building Process Implementation Process
TuningProcess
Prototyping
Process Mapping
Process Tuning
M1Orientation
Meeting
M2ProcessApproval
M4ProcessAudit
M3ProcessSign-Off
© Process Prototyping Implementation Methodology 1064450
ISO 20000
STAGE 3
Task 7
Task 7: Process “Go Live”
Both managers and employees have to follow the process
Use the tools that were built and generate evidences
Evidences should be managed and stored as defined in requirement 4.3.2 of the ISO/IEC 20000-1 standard, Document control
www.implementiso20000.com
Task 7: Process “Go Live”
Process implementation affects people in their day-to-day work
Resistance to change should be expected Give it some time and stress the
importance of everyone’s participation to ensure overall success of the project
www.implementiso20000.com
Task 7: Process “Go Live”
ISO 20000 processes are interdependent Processes that are not being
implemented will impact other processes Make sure everyone is on board and
observes process interdependency discipline
www.implementiso20000.com
TASK 7is
DONE!
www.implementiso20000.com
Process Prototype Building
Document Inventory
and Review
Work Product Development
Process Validatio
n
Process“Go Live”
Training and Communication
Process Building Process Implementation Process
TuningProcess
Prototyping
Process Mapping
Process Tuning
M1Orientation
Meeting
M2ProcessApproval
M4ProcessAudit
M3ProcessSign-Off
© Process Prototyping Implementation Methodology 1064450
ISO 20000
STAGE 3
Milestone 4
Milestone 4: Process Audit
The best way to implement a process is to audit a process!
This milestone marks the point in your project where you should develop an internal audit process and your auditing tools
www.implementiso20000.com
Milestone 4: Process Audit
Remember: If it’s not audited, it’s not implemented!
You should audit each process in the implementation sequence in compliance with requirement 4.5.4.2 of the ISO/IEC 20000-1 standard, Internal audit.
www.implementiso20000.com
Milestone 4: Process Audit
Quick tip:
Try to audit with resources not directly involved in the process deployment
www.implementiso20000.com
MILESTONE 4is
ACHIEVED!
www.implementiso20000.com
STAGE 3is
COMPLETED!
www.implementiso20000.com
Having completed the Process Implementation stage, you will now move on to the tuning stage of your process
Every process goes through every stage to complete the ISO 20000 implementation project
www.implementiso20000.com
www.implementiso20000.com
About the author:Isabelle Perron is a full-time consultant dedicated to helping companies implement process-based management systems.
www.implementiso20000.com
About the author:She has been involved in over 25 Process Implementation Projects, in various functions such as Project Manager, IT/business process expert, coach, trainer and auditor.
To find out everything you need to know to get started and to implement your IT Service Management System (ITSM) in
fast track mode, please visit
www.implementiso20000.com
top related