ITIL & ISO 20000 Awareness and Scoping Workshop
Before embarking on an ISO 20000 certification or ITIL improvement project the first step is to ensure that senior management is fully committed to the project. Once the project is approved by senior management, URM recommends that all key stakeholders of the project attend an awareness and scoping workshop. This allows all stakeholders of the project to fully understand:
- The definitions of ITIL and ISO 20000
- The business objectives/drivers for implementing ITIL best practice certifying to ISO 20000
- The vision of the project
- The expected benefits of implementing ITIL/ certifying to ISO 20000. This should not just focus on the financial benefits to the organisation but also the benefits to the end users.
The main deliverable from this workshop should be an understanding and agreement of the scope for the project. This should include a stakeholder map showing what services, customers and suppliers will be affected by the project as well as high level details about what business processes will be affected.
URM believes that the workshop is a very important part of the project, as a 2005 TechRepublic survey of large organisations adopting ITIL reports, over half (61%) of the respondents rated lack of awareness to ITIL as a major roadblock. The same survey reported that 60% of people found that attaining buy in from all levels proved to be a major barrier.
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