The implementation of the IT service management system based on ISO20000 can bring great help to the standardization, improvement and improvement of IT service management, but the implementation of the IT service management system is not an easy task. Problems such as weak execution, conflict of employees, non-cooperation of sibling departments, and mere formality of the system are caused by a lack of systematic thinking about the IT service management system, which unilaterally splits the relationship between organizations, processes, and tools, and treats them statically. The relationship between organizations, processes, and tools creates mutual constraints between organizations, processes, and tools, which greatly hinders the effective implementation and efficiency of the IT service management system.

The so-called system thinking is to realize that things are a system, various elements in the system are interactive and interdependent, each system has its own way of existence or operation, and harmony is a necessary condition for the existence or development of a system.

According to the experience in the implementation of more than 10 IT service management systems, only when the IT service management system is regarded as a complex system and the overall planning and dynamic coordination among organizations, processes and tools can be emphasized, can the improvement of the IT service management system be promoted. For harmonious operation, we have adopted the following implementation model to ensure the effective implementation of ISO20000:

Note: Although there are no clear requirements for management tools in the ISO/IEC20000 standard, no matter how good ideas, methods and standards are, they all need to be implemented. Only with the power of tools, advanced ideas and standards can be implanted into organizational IT In the actual application of services, the improvement of service quality is more guaranteed, especially for large organizations.

Through the implementation of the above models, harmony between organizations, tools and processes can be achieved, focusing on the following three aspects:

First, setting appropriate positions and responsibilities in the management organization can ensure the normal operation of the management process;

Second, the convenience of daily operators is considered in the planning process of management tools, which can ensure that operators can use tools effectively;

Third, the solidification of the management process through the management tools further promotes and guarantees the effective implementation of the management process.

The introduction of ISO20000 management system is divided into four stages. The key tasks and tasks of each stage are described as follows:

ISO20000 Evaluation and Cognition: Understand and analyze the current situation of the organization from the three aspects of the existing management process, management tools and management organization, evaluate the gap between the current service management level and standards and the needs of the business for IT services; at the same time determine the scope of project implementation and detailed plans, and organize relevant personnel to conduct awareness training to understand the significance and plan of implementing IT service management in the organization;

ISO20000 Planning and Design: The project team organizes relevant resources to design the overall system according to the work results of the evaluation and cognition stage. The management process design should also consider the supporting management organization. Ultimately, the management system will be reflected in the form of written documents. Conditional organizations should plan process tools, solidify the process, and ensure the implementation of the process.

ISO20000 promotion and trial operation: After the management system is established, it will be promoted within the organization through training and publicity, and data and records will be collected during the operation to provide audit data for external audits; at this stage, internal audit and Management review, check the problems and inappropriate content of the management system during the operation of the organization, and make corrections at the same time.

ISO20000 certification and improvement: After passing the internal audit and management review, the project enters the external review and certification stage. The project team members cooperate with the certification body to conduct a written review (the first stage review) and a formal review (the second stage review). During the review process The problems and deficiencies found in the project will be improved, and a certificate will be finally awarded; after the review, the consultant will re-evaluate and continuously improve the implementation of the project twice within two years after the certificate is awarded, and track review.