Considering the benefits with regards to ISO/IEC 20000 it is very easy to become consumed with those offered by implementing ITIL itself. ISO 20000 offers significant benefits beyond those of ITIL alone. The benefits can be applied to both those organizations offering IT services as well as those purchasing IT services.
Organizations going out to tender for the IT services can stipulate that any service provides must have already attained ISO/IEC 20000 or are actively pursuing the standard within a specified time-period.
Leading on from the previous point an organization can require that all service providers in a supply chain are ISO/IEC 20000 certified, thus ensuring consistency from end to end. In addition it provides the ability for the organization to simply replace an expensive provider or group of providers in favour of another ISO/IEC 20000 service provider offering a more cost-effective service.
Service providers are able to benchmark their IT Service Management against the ISO/IEC 20000. In addition, the service providers customers can be satisfied that subsequent periodic compliance audits undertaken by independent assessors provide some assurance that the standard is being maintained within the organization.
- by an organisation which needs to demonstrate the ability to provide services that meet customer requirements
- by an organization which aims to improve service through the effective application of processes to monitor and improve service quality
Probably one of the biggest advantages is the fact that having achieved 20k accreditation the company has a market differentiator with regards those organisations that have yet to achieve or seek accreditation.
Personally I believe that the strength of the standard will begin to bear fruit when the number of organisations that have the accreditation can provide the 'service purchaser' with a potentially 'inter-changeable' service that is either more efficient or simply cheaper. Potentially the 'early doors' adopters could have a stronger and more established presence in the market place!!!
Possibly one consideration is the Public Sector who are very keen on following standards, although current experience seems to suggest that they accept pursuant activities as opposed to those achieved or established. The 'big players' are struggling and continue to do so with regards becoming accredited. An immense opportunity therefore exists for those organisations that can be sufficiently flexible and dynamic to meet the standard early doors.
Having said all of the above, any organisation must first establish the fundamentals of what ITIL has to offer. Starting at 20k and working backwards is a disaster waiting to happen.
Time lines are very much dependant upon senior management 'buy-in and commitment' together with sufficient budget and resources to be employed in the interim to ensure business as usual activities continue whilst ITIL / 20K requirements are implemented.