ISO 20000 A Complete Guide - 2019 Edition
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About this ebook
Can the pedigree of the software be established? Will we be able to seek ISO IEC 20000 certification? Why would your organization stumble or fail in initial attempts at implementing ITSM practices? Which entity owns the risks?
This breakthrough ISO 20000 self-assessment will make you the assured ISO 20000 domain authority by revealing just what you need to know to be fluent and ready for any ISO 20000 challenge.
How do I reduce the effort in the ISO 20000 work to be done to get problems solved? How can I ensure that plans of action include every ISO 20000 task and that every ISO 20000 outcome is in place? How will I save time investigating strategic and tactical options and ensuring ISO 20000 costs are low? How can I deliver tailored ISO 20000 advice instantly with structured going-forward plans?
There’s no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all ISO 20000 essentials are covered, from every angle: the ISO 20000 self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that ISO 20000 outcomes are achieved.
Contains extensive criteria grounded in past and current successful projects and activities by experienced ISO 20000 practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in ISO 20000 are maximized with professional results.
Your purchase includes access details to the ISO 20000 self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria:
- The latest quick edition of the book in PDF
- The latest complete edition of the book in PDF, which criteria correspond to the criteria in...
- The Self-Assessment Excel Dashboard
- Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
- In-depth and specific ISO 20000 Checklists
- Project management checklists and templates to assist with implementation
INCLUDES LIFETIME SELF ASSESSMENT UPDATES
Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
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ISO 20000 A Complete Guide - 2019 Edition - Gerardus Blokdyk
ISO 20000
Complete Self-Assessment Guide
The guidance in this Self-Assessment is based on ISO 20000 best practices and standards in business process architecture, design and quality management. The guidance is also based on the professional judgment of the individual collaborators listed in the Acknowledgments.
Notice of rights
You are licensed to use the Self-Assessment contents in your presentations and materials for internal use and customers without asking us - we are here to help.
All rights reserved for the book itself: this book may not be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.
The information in this book is distributed on an As Is
basis without warranty. While every precaution has been taken in the preparation of he book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it.
Trademarks
Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book.
Copyright © by The Art of Service
http://theartofservice.com
service@theartofservice.com
About The Art of Service
The Art of Service, Business Process Architects since 2000, is dedicated to helping stakeholders achieve excellence.
Defining, designing, creating, and implementing a process to solve a stakeholders challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.
Unless you’re talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions.
Someone capable of asking the right questions and step back and say, ‘What are we really trying to accomplish here? And is there a different way to look at it?’
With The Art of Service’s Standard Requirements Self-Assessments, we empower people who can do just that — whether their title is marketer, entrepreneur, manager, salesperson, consultant, Business Process Manager, executive assistant, IT Manager, CIO etc... —they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.
Contact us when you need any support with this Self-Assessment and any help with templates, blue-prints and examples of standard documents you might need:
http://theartofservice.com
service@theartofservice.com
Acknowledgments
This checklist was developed under the auspices of The Art of Service, chaired by Gerardus Blokdyk.
Representatives from several client companies participated in the preparation of this Self-Assessment.
In addition, we are thankful for the design and printing services provided.
Included Resources - how to access
Included with your purchase of the book is the ISO 20000 Self-Assessment Spreadsheet Dashboard which contains all questions and Self-Assessment areas and auto-generates insights, graphs, and project RACI planning - all with examples to get you started right away.
How? Simply send an email to
access@theartofservice.com
with this books’ title in the subject to get the ISO 20000 Self Assessment Tool right away.
You will receive the following contents with New and Updated specific criteria:
•The latest quick edition of the book in PDF
•The latest complete edition of the book in PDF, which criteria correspond to the criteria in...
•The Self-Assessment Excel Dashboard, and...
•Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
•In-depth specific Checklists covering the topic
•Project management checklists and templates to assist with implementation
INCLUDES LIFETIME SELF ASSESSMENT UPDATES
Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
Get it now- you will be glad you did - do it now, before you forget.
Send an email to access@theartofservice.com with this books’ title in the subject to get the ISO 20000 Self Assessment Tool right away.
Your feedback is invaluable to us
If you recently bought this book, we would love to hear from you!
You can do this by writing a review on amazon (or the online store where you purchased this book) about your last purchase! As part of our continual service improvement process, we love to hear real client experiences and feedback.
How does it work?
To post a review on Amazon, just log in to your account and click on the Create Your Own Review button (under Customer Reviews) of the relevant product page. You can find examples of product reviews in Amazon. If you purchased from another online store, simply follow their procedures.
What happens when I submit my review?
Once you have submitted your review, send us an email at
review@theartofservice.com with the link to your review so we can properly thank you for your feedback.
Purpose of this Self-Assessment
This Self-Assessment has been developed to improve understanding of the requirements and elements of ISO 20000, based on best practices and standards in business process architecture, design and quality management.
It is designed to allow for a rapid Self-Assessment to determine how closely existing management practices and procedures correspond to the elements of the Self-Assessment.
The criteria of requirements and elements of ISO 20000 have been rephrased in the format of a Self-Assessment questionnaire, with a seven-criterion scoring system, as explained in this document.
In this format, even with limited background knowledge of ISO 20000, a manager can quickly review existing operations to determine how they measure up to the standards. This in turn can serve as the starting point of a ‘gap analysis’ to identify management tools or system elements that might usefully be implemented in the organization to help improve overall performance.
How to use the Self-Assessment
On the following pages are a series of questions to identify to what extent your ISO 20000 initiative is complete in comparison to the requirements set in standards.
To facilitate answering the questions, there is a space in front of each question to enter a score on a scale of ‘1’ to ‘5’.
1 Strongly Disagree
2 Disagree
3 Neutral
4 Agree
5 Strongly Agree
Read the question and rate it with the following in front of mind:
‘In my belief,
the answer to this question is clearly defined’.
There are two ways in which you can choose to interpret this statement;
1.how aware are you that the answer to the question is clearly defined
2.for more in-depth analysis you can choose to gather evidence and confirm the answer to the question. This obviously will take more time, most Self-Assessment users opt for the first way to interpret the question and dig deeper later on based on the outcome of the overall Self-Assessment.
A score of ‘1’ would mean that the answer is not clear at all, where a ‘5’ would mean the answer is crystal clear and defined. Leave emtpy when the question is not applicable or you don’t want to answer it, you can skip it without affecting your score. Write your score in the space provided.
After you have responded to all the appropriate statements in each section, compute your average score for that section, using the formula provided, and round to the nearest tenth. Then transfer to the corresponding spoke in the ISO 20000 Scorecard on the second next page of the Self-Assessment.
Your completed ISO 20000 Scorecard will give you a clear presentation of which ISO 20000 areas need attention.
ISO 20000
Scorecard Example
Example of how the finalized Scorecard can look like:
ISO 20000
Scorecard
Your Scores:
BEGINNING OF THE
SELF-ASSESSMENT:
Table of Contents
About The Art of Service7
Acknowledgments8
Included Resources - how to access9
Your feedback is invaluable to us11
Purpose of this Self-Assessment11
How to use the Self-Assessment12
ISO 20000
Scorecard Example14
ISO 20000
Scorecard15
BEGINNING OF THE
SELF-ASSESSMENT:16
CRITERION #1: RECOGNIZE17
CRITERION #2: DEFINE:31
CRITERION #3: MEASURE:53
CRITERION #4: ANALYZE:74
CRITERION #5: IMPROVE:96
CRITERION #6: CONTROL:120
CRITERION #7: SUSTAIN:137
ISO 20000 and Managing Projects, Criteria for Project Managers:211
1.0 Initiating Process Group: ISO 20000212
1.1 Project Charter: ISO 20000214
1.2 Stakeholder Register: ISO 20000216
1.3 Stakeholder Analysis Matrix: ISO 20000217
2.0 Planning Process Group: ISO 20000219
2.1 Project Management Plan: ISO 20000221
2.2 Scope Management Plan: ISO 20000223
2.3 Requirements Management Plan: ISO 20000225
2.4 Requirements Documentation: ISO 20000227
2.5 Requirements Traceability Matrix: ISO 20000229
2.6 Project Scope Statement: ISO 20000231
2.7 Assumption and Constraint Log: ISO 20000233
2.8 Work Breakdown Structure: ISO 20000235
2.9 WBS Dictionary: ISO 20000237
2.10 Schedule Management Plan: ISO 20000240
2.11 Activity List: ISO 20000242
2.12 Activity Attributes: ISO 20000244
2.13 Milestone List: ISO 20000246
2.14 Network Diagram: ISO 20000248
2.15 Activity Resource Requirements: ISO 20000250
2.16 Resource Breakdown Structure: ISO 20000251
2.17 Activity Duration Estimates: ISO 20000253
2.18 Duration Estimating Worksheet: ISO 20000255
2.19 Project Schedule: ISO 20000257
2.20 Cost Management Plan: ISO 20000259
2.21 Activity Cost Estimates: ISO 20000261
2.22 Cost Estimating Worksheet: ISO 20000263
2.23 Cost Baseline: ISO 20000265
2.24 Quality Management Plan: ISO 20000267
2.25 Quality Metrics: ISO 20000269
2.26 Process Improvement Plan: ISO 20000271
2.27 Responsibility Assignment Matrix: ISO 20000273
2.28 Roles and Responsibilities: ISO 20000275
2.29 Human Resource Management Plan: ISO 20000278
2.30 Communications Management Plan: ISO 20000280
2.31 Risk Management Plan: ISO 20000282
2.32 Risk Register: ISO 20000284
2.33 Probability and Impact Assessment: ISO 20000286
2.34 Probability and Impact Matrix: ISO 20000288
2.35 Risk Data Sheet: ISO 20000290
2.36 Procurement Management Plan: ISO 20000292
2.37 Source Selection Criteria: ISO 20000294
2.38 Stakeholder Management Plan: ISO 20000296
2.39 Change Management Plan: ISO 20000298
3.0 Executing Process Group: ISO 20000300
3.1 Team Member Status Report: ISO 20000302
3.2 Change Request: ISO 20000304
3.3 Change Log: ISO 20000306
3.4 Decision Log: ISO 20000308
3.5 Quality Audit: ISO 20000310
3.6 Team Directory: ISO 20000313
3.7 Team Operating Agreement: ISO 20000315
3.8 Team Performance Assessment: ISO 20000317
3.9 Team Member Performance Assessment: ISO 20000319
3.10 Issue Log: ISO 20000321
4.0 Monitoring and Controlling Process Group: ISO 20000323
4.1 Project Performance Report: ISO 20000325
4.2 Variance Analysis: ISO 20000327
4.3 Earned Value Status: ISO 20000329
4.4 Risk Audit: ISO 20000331
4.5 Contractor Status Report: ISO 20000333
4.6 Formal Acceptance: ISO 20000335
5.0 Closing Process Group: ISO 20000337
5.1 Procurement Audit: ISO 20000339
5.2 Contract Close-Out: ISO 20000341
5.3 Project or Phase Close-Out: ISO 20000343
5.4 Lessons Learned: ISO 20000345
Index347
CRITERION #1: RECOGNIZE
INTENT: Be aware of the need for change. Recognize that there is an unfavorable variation, problem or symptom.
In my belief, the answer to this question is clearly defined:
5 Strongly Agree
4 Agree
3 Neutral
2 Disagree
1 Strongly Disagree
1. Accommodation Services IT Technical Representative is this role needed?
<--- Score
2. Will it solve real problems?
<--- Score
3. Why is there a need for portals?
<--- Score
4. What needs to be done?
<--- Score
5. What situation(s) led to this ISO 20000 Self Assessment?
<--- Score
6. What common technical roles are needed to be supported on an ongoing basis?
<--- Score
7. Business services can effectively decouple business change and IT change. However, what if the IT infrastructure (or elements of it) that mediates the services needs to change?
<--- Score
8. What are the expected benefits of ISO 20000 to the business?
<--- Score
9. Will a response program recognize when a crisis occurs and provide