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Digital Transformation Case Studies

Implementation of Service Management System ISO 20000

 
 
 MILESTONE
 

Project Started

1

Milestone 1
Gap Assessment &
Planning

2

Milestone 2
Management Systems
Implementation

3

Milestone 3
Review and External
Audit

 

End of Project

 
 
Project Scope
  •  
    To establish, implement, maintain, and continuously improve IT Service Management (ISO 20000) system to ensure reliable IT services. Documentation & Compliance: Develop required policies, procedures, and records and conduct internal audits and management reviews.
     
    Combined audit reports and corrective action plans.
     
    Training materials for staff.
     
    Certification readiness reports.
 
 
Project Objective
  •  
    Core ITSM Processes Implementation
    1. Service Delivery
    2. Incident & Problem Management
    3. Change & Configuration Management
 
 
Project Output
  •  
    ISO 20000
    1. ITSM Policy & Process Documentation.
    2. Service Catalog, SLAs, and Operational Level Agreements (OLAs).
    3. Incident, Problem, Change Management workflows.

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