The first step in the preparation stage of ISO20000 certification is to complete the preparation of the certification feasibility program. If the certification activities are understood as a project, the preparation of the certification scheme is based on the main content, objectives and corresponding supporting conditions of the project (such as management foundation, management, requirements, project scale, resource input, etc.). Conduct investigation, research, analysis and comparison from the aspects of technology, economy, engineering, etc., and predict the economic and social effects that may be obtained by certification, so as to form conclusions on whether the project is worth implementing and how to implement it, and provide the project for the senior management of the organization. important basis for decision-making. In this sense, the formulation of ISO20000 certification scheme is also the most important work in the certification preparation stage.

  1. Feasibility analysis

  Feasibility analysis can usually include investment necessity, organizational feasibility, technical feasibility, financial feasibility, economic feasibility, social feasibility, risk factors and countermeasures. Since various types of projects vary greatly due to the characteristics of the industry, specific to ISO20000 certification, it is usually necessary to consider and analyze the management basis and benefits.

   The first is management fundamental analysis. It is necessary to conduct a comprehensive assessment of the organization's own management foundation, including the foundation of ITIL system implementation, the current organizational structure and the risks of the current management system in the certification process.

  The construction of an IT service management system is first of all a management issue, followed by a technical issue. The experience of success and failure shows that it is necessary to first solve the problems of the management system and mechanism, establish a customer-centric concept, cultivate service awareness and quality awareness, and establish a feasible and scientific service model; the second is to use software tools to manage the process. Cure and optimize, use automated tools to assist and improve management efficiency, and achieve an effective combination of technology and management. Therefore, in the feasibility analysis of certification, more attention should be paid to the feasibility of management, followed by the feasibility of technology.

   For those organizations that have successfully implemented ITIL-based management methods, a more standardized and mature IT service quality management system is needed to ensure that management is in line with international standards. ISO20000 certification will meet the strategic needs of its further development, and the continuous improvement mechanism of ISO20000 also ensures that its management process has stronger vitality.

   followed by benefit analysis. The benefits of the certification project can be measured from the perspective of resource allocation, and the effectiveness of the certification project in achieving organizational development goals, effectively allocating IT resources, improving the operating environment, improving process efficiency, reducing personnel workload, and improving profitability can be evaluated.

  Although the benefits that may be brought to different organizations are different, generally the benefits that ISO20000 may bring to the organization include the following.

  (1) There are more management tools in IT service provision and continuous improvement.

   (2) Improve the ability of service delivery to provide stable, high-quality, low-cost, and reliable services for key business services.

   (3) A common service expression to facilitate dialogue between different organizations.

  (4) Provide a management and communication platform for the internal operation process of the organization.

  (5) Adopt best practices to improve service levels within the organization and maintain service levels continuously.

  (6) Reduce time cost in service delivery.

  (7) Methods of effectively managing suppliers.

   (8) Improve personnel utilization, improve incentives, and reduce personnel turnover.

  (9) Valuable management data, better decision support.

  …

  2. Certification Implementation Plan

  ISO20000 certification implementation plan is one of the core parts of the certification plan. When it comes to planning, the usual understanding is steps, tasks, personnel, cycles, milestones, etc., which are edited and formulated using professional tools such as MS Project and Excel. The main content of the certification plan can basically be covered according to the common formulation method of the project plan, but attention must be paid to the differences between the certification implementation plan and the general work plan in several details.

  (1) The ISO20000 certification process is mainly divided into the preliminary preparation stage, the gap analysis stage, the process establishment and improvement stage, the trial operation stage and the certification audit stage. The time and personnel allocation of each stage depends on the maturity of the organization itself, and the resource allocation of several stages can be adjusted appropriately. If the foundation of IT service management is better, the pre-preparation and process establishment improvement phase time can be greatly reduced.

  (2) Always keep in mind that all processes must meet the requirements of ISO20000 to obtain certification, so resources are appropriately inclined to management processes with weak foundations and a certain distance from the standard requirements, and start the process establishment and improvement stage work early.

(3) The ISO20000 certification plan needs to include the part of the audit agency. Since the entire audit process will include several batches, there is another improvement time between each batch, and each audit needs to be reserved in advance, so the entire implementation plan It is advisable to reserve some time for the review body.

   In fact, the form of the program is not important, what is important is the emphasis on the work of developing the certification program.

  3. Resources and costs

  Resources and costs are also one of the things you need to know when preparing for the ISO20000 certification scheme. Like the implementation plan, the amount of resources invested mainly depends on the maturity of the organization itself. The more mature the organization needs to spend on the construction and improvement of the IT service management system, the less resources will be spent.

  Human resources: It usually includes the human resources of the organization itself, third-party consulting agencies, certification and auditing agencies, etc. Among them, it is often overlooked that the organization's human input in training of all staff. This is critical in both the process system commissioning and certification audit phases.

  Tool resources: At this stage, most organizations' IT service management systems are related to tool software, and this dependence is gradually increasing. When an organization implements ISO20000 certification, it may need to make certain adjustments to its existing tool platform, and may also need to purchase some new products.

   In terms of cost, the ISO20000 certification implementation project usually includes the following 5 parts:

   (1) Certification consulting service fee (consulting partner),

   (2) Certification service fee (audit agency),

  (3) Training costs,

  (4) Certification-related reference materials and publicity expenses,

  (5) Tool software fee (optional).

   Specific fees vary depending on the size of the organization. For organizations wishing to pass the ISO20000 certification, it should be confirmed in the project plan whether the certification service fee includes the subsequent annual review, reassessment and certificate management costs.

In addition to the above-mentioned main content such as management basic analysis, benefit analysis, certification implementation plan, resources and costs, the certification feasibility plan can also include ISO20000 certification introduction, risk factors and countermeasures, etc. Organizations can enrich the content of the plan according to their own conditions .