ISO 20000/ITIL

EthicalHat helps businesses meet ISO 20000 and ITIL Compliance requirements.

ISO 20000

ISO 20000 is the international standard for IT Service Management and was developed based on Information Technology Infrastructure Library’s (ITIL) guidance on IT best practices. It includes requirements for “establishing, implementing, maintaining and continually improving a service management system (SMS)”. The key process areas covered under the standard are service delivery, relationship management, resolution management, control and release.

ITIL

The Information Technology Infrastructure Library (ITIL) was developed as a set of recommendations and best practices for IT Service Management and is used by organizations to implement and assess their IT processes, procedures and tasks. It includes 14 general management practices, 17 service management practices, and three technical management practices. The technical management practices covered under the standard are – Deployment and release management, Infrastructure and platform management, and Software development and management.

Why implement ISO 20000

Bring all your existing IT services under a standardized framework
Demonstrate your compliance with IT management standards to stakeholders and clients
Align your IT Services with your business goals
Meet compliance requirements by getting ISO 20000 certified
Stand out in the market
Improve your company’s overall performance
Minimize risks and maintain business continuity

Our Process

Setting the Scope of the Service and Defining objectives

This involves understanding your IT environment and services and aligning these with your business goals.
Information gathering and analysis

We then collect and analyze information about your IT policies, processes and management and look for gaps between ISO 20000/ITIL requirements and your existing IT processes and setup.
Formulating an Implementation Plan

In the next phase, we evaluate and prioritize the gaps found in your IT Service Management and develop an implementation plan for you to meet the ISO 20000 requirements based on the evaluation process. We make sure that the plan includes actionable steps that help you meet the standard’s compliance requirements and can be smoothly incorporated into your current IT processes.
Auditing

In the final phase, we review your implementation of the plan and make sure there are no gaps remaining between your IT Management and the framework’s requirements. We also assess your team’s awareness about ISO 20000/ITIL and your documentation of important processes at this stage.