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ITIL :: View topic - ISO 20000:2011 certification
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ISO 20000:2011 certification

 
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devaraju
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Joined: Apr 17, 2014
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PostPosted: Thu Apr 17, 2014 5:13 pm    Post subject: ISO 20000:2011 certification Reply with quote

hi,

we would like to go for ISO 20000:2011 certification. we have more than 50 customers, each customer have a agreement with different SLA categories and different SLA targets. if we do client wise few difficulties are
1) measuring client wise SLA performance is difficult
2) framing client wise meeting minutes
3) preparing client wise capacity plan and continuity plan is difficult for each customer etc..

if we do common reports and minutes etc... we will not meet the indivisual customer requirements.

can anyone suggest how to proceed.
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3318
Location: London, UK

PostPosted: Fri Apr 18, 2014 3:31 am    Post subject: Reply with quote

What do you know about ISO20000

let alone ISO20000 Certification ?
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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devaraju
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PostPosted: Fri Apr 18, 2014 1:51 pm    Post subject: ISO 20000:2011 certification Reply with quote

I am in QA team and implementing ISO 9001, 27001 and 20000 certifications.

Already my organization is certified under ISO 20k but limited to five customers only. Now we would like to cover it for all the clients (more than 50)
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3318
Location: London, UK

PostPosted: Fri Apr 18, 2014 6:19 pm    Post subject: Reply with quote

First,

if you have ISo 20000 K certification for your IT S< process, why are you asking for helpin getting ISO 20000 certification for your IT SM processes.


Second,

ISO20000 certification for an individual is different that for a company.
For the individual, it is the validation that the individual knowledges what the requirements for ISO20K and implement them

Third,

If your company has ISO20K for the IT SM processes, then the number of customers is immaterial. The external body who awarded the certification would have based it on the service that the company defined to be ISo20000 - and only that service would be evaluated. It is immaterial as to the number of customers as that is NOT a criteria

All of the IT SM processes identified in :1 have to be met.

But, this would be known to any one IT professional holding the ISO20000 certification as well as any ISO20K consulting firm

I will send the e-invoice for this consulting to the appropriate party
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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devaraju
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PostPosted: Fri Apr 18, 2014 7:00 pm    Post subject: Reply with quote

Thank you for your update..

what you are saying is right...

But the concern here is - This certification is not for internal IT support.
This certification scope covers the service which we are providing to external customers. We have more than 50 customers, each customer have a agreement with different SLA categories and different SLA targets. Also IT infrastructure (servers) are different for each client.

We are using service desk tool and it does not support to map 50 different SLA categories and targets. we have limited manpower and it is difficult to measure manually.

is it acceptable to apply our internal standard SLAs without communicating to customers.
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UKVIKING
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Posts: 3318
Location: London, UK

PostPosted: Sat Apr 19, 2014 12:48 am    Post subject: Reply with quote

Incorrect.

The ISO20K Certification is for an IT Service that is being delivered to a customer - whether it is internal or external is immaterial.

In addition, the question posed - can I harmonise the SLAs - is NOT a ISO20000 issue. it is an internal IT Service Management delivery and contractual issue.

Fact is if your company management is so stupid and idiotic to have an SLA regime that can not be supported in your , then it is your own problem
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