iso 20000 certification

© Pink Elephant, 2016. All Rights Reserved.

Kuala Lumpur, April 20, 2016

ISO 20.000 CERTIFICATIONPink Elephant

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Why should my organization get certified for ISO 20.000? Worldwide standard for IT Service Management Measurable proof that Best Practices are implemented Not as deep as ITIL – minimum viable subset To establish an on-going culture of continual improvement and learning

within an organization, providing a target to achieve and maintain To increase the rate of change and the productivity of staff and the use of

their skills ITIL certifies individuals, ISO 20.000 certifies the organization

The Business Case for ISO 20.000 ISO 20.000 is the highest available and recognized certification for

(managed) service providers in the world Only 837 Service Providers have been certified worldwide – April 2016 ISO 20.000 gives a competitive advantage for service providers in any

tender or government bid, since it demonstrates the highest quality standards

Investments in ITIL leave the organization when people leave, the ISO 20.000 Certification is an investment in the organization itself

ISO 20.000 aligns all (other) service improvement initiatives in the organization 2

The ISO 20.000 Business Case


Other organizations certified in APAC are: 13 organizations in Malaysia 6 organizations in Singapore 34 organization in Hong Kong 13 organizations in Thailand

ISO 20.000 vs. ITIL Service Management

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ISO 20.000 Certification

ISO 20.000 ITIL Service Management

Standard and Code of Practice Best PracticeCertification for a Service Provider organization Qualification for IndividualsDefinitive high-level requirements for processes and management system

Detailed Best Practice Guidance, descriptions and implementation aids

Organization structure independent with very few mandatory roles specified

Defines many functions, process roles and responsibilities

16 process areas, no functions 26 processes and 4 functions

Includes a Service Management System as governance structure for daily management

Complements to other (external) governance frameworks and standards


The path to achieve the certification frequently includes the following steps:1. ISO 20.000 Readiness Assessment2. 4-6 ‘sprints’ of each three months (dependent on results of phase 1)3. Capabilities and Skill Development within the organization4. Formal Certification by an Registered Certification Body (RCB)

Depending on the maturity of the organization, an ISO 20.000 Certification Project frequently takes 12-18 months to complete.

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ISO 20.000 Implementation

ISO 20K Scoping Assessment

25 days

4-6 Sprints of Improvement

12-18 months

Capabilities and Skill Development

On-going

ISO 20K Scoping Assessment

5-10 days

Phase 1 Phase 2 Phase 3


Why choose Pink Elephant for an ISO 20.000 Project? Our experience – Pink Elephant has certified dozens of organizations in

different countries and different industries. Our approach – Pink Elephant has a standardized approach, which has

been optimized over the last 15 years. Our templates – Pink Elephant is the only service provider in the world

who has standardized template documentation for each ISO 20.000 requirement

Our training – Pink Elephant has trained over 300.000 people globally in IT Service Management and understand the ‘people factor’ of organizational change.

Two mainstream approaches of Pink Elephant:

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ISO 20.000 Implementation

ISO 20.000 Project Guidance ISO 20.000 Full Implementation

Pink Elephant conducts:• Readiness assessment (25 days)• 4-6 mid-review progress reviews (every 3

months)• Training of employees

Project Responsibility with ClientConducted by 1 Senior Consultant

Pink Elephant conducts:• All steps to become ISO 20.000 Certified

(12-18 months)• Document Production and Process

Alignment• Training of employees

Project Responsibility with Pink ElephantConducted by team of 3 Consultants


Jan-Willem MiddelburgRegional Director [email protected]

Thank You Very Much!

mailto:[email protected]

iso 20000 certification

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