iso 20000: your fail-safe guide to process implementation
DESCRIPTION
ISO 20000 certification is, for many, synonymous with lengthy and costly process implementation. Using a unique Process Prototyping Implementation Methodology, I'll show you that it is possible to achieve ISO 20000 certification in 18 months. This article presents the third stage of this ground-breaking approach, Process Implementation.TRANSCRIPT
![Page 1: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/1.jpg)
ISO 20000Your Fail-Safe Guide To Process Implementation
![Page 2: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/2.jpg)
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
![Page 3: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/3.jpg)
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
![Page 4: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/4.jpg)
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
![Page 5: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/5.jpg)
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
![Page 6: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/6.jpg)
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
![Page 7: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/7.jpg)
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
![Page 8: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/8.jpg)
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
![Page 9: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/9.jpg)
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
![Page 10: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/10.jpg)
Task 6: Training and Communication
Quick tip:
Use internal audits as another way to train resources and communicate requirements
www.implementiso20000.com
![Page 11: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/11.jpg)
TASK 6is
DONE!
www.implementiso20000.com
![Page 12: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/12.jpg)
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
![Page 13: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/13.jpg)
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
![Page 14: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/14.jpg)
MILESTONE 3is
ACHIEVED!
www.implementiso20000.com
![Page 15: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/15.jpg)
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
![Page 16: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/16.jpg)
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
![Page 17: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/17.jpg)
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
![Page 18: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/18.jpg)
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
![Page 19: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/19.jpg)
TASK 7is
DONE!
www.implementiso20000.com
![Page 20: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/20.jpg)
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
![Page 21: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/21.jpg)
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
![Page 22: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/22.jpg)
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
![Page 23: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/23.jpg)
Milestone 4: Process Audit
Quick tip:
Try to audit with resources not directly involved in the process deployment
www.implementiso20000.com
![Page 24: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/24.jpg)
MILESTONE 4is
ACHIEVED!
www.implementiso20000.com
![Page 25: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/25.jpg)
STAGE 3is
COMPLETED!
www.implementiso20000.com
![Page 26: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/26.jpg)
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
![Page 27: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/27.jpg)
www.implementiso20000.com
About the author:Isabelle Perron is a full-time consultant dedicated to helping companies implement process-based management systems.
![Page 28: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/28.jpg)
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.
![Page 29: ISO 20000: Your Fail-Safe Guide to Process Implementation](https://reader030.vdocument.in/reader030/viewer/2022020309/568c38971a28ab02359f7181/html5/thumbnails/29.jpg)
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