In this phase ITSM CENTER assists the customer to define a strategic approach to ISO/IEC 20000 Certification.  ITSM CENTER defines scope and eligibility for the organization together with the Business and IT, since it is important to relate the ISO/IEC 20000 objectives to the Business results. After defining the objectives, ITSM CENTER defines the master plan and organizes an awareness campaign with Managers, Staff involved, Customers and Suppliers, in order to obtain the maximum consensus and establish the readiness for a successful ISO/IEC 20000 certification program. This approach has the following deliverables:

• Eligibility ReportCertification Scope (Organization, IT Services, etc)
• Certification Roadmap with time and estimated resources
• Business Case with Objectives for IT and the Business
• Awareness Campaign
• Project Organization

The duration of this phase could be from 10 to 50 days, depending of the size and geography of the company.

The base for the Design and Implementation phase consists of the assessment results and the goals agreed upon in the Business Case. Quint will use them for the design of 4 project streams and for the implementing activities.
The Implementation Program will be organized in four main streams:

• People
  • The Design activities include all the actions necessary to bridge gaps in roles, responsibilities and qualifications
  • The Implementation activities will include the training and coaching on the job.
• Process
  • The Design activities will include all necessary actions to bridge the relevant gaps in ISO20000 processes through the design of operative processes and procedures for each IT service.
  • The implementation activities mainly involve carrying out process workshops and providing assistance in implementing improvements.
• Product
  • The Design activities include the definition of requirements for the Service management Tool and “software selection” activities.
  • The Implementation activities are based on project management with system integration.
• Partner
  • The Design activities focus on the design of new or modified contracts, to make them compatible with the requirements of the Business.
  • The implementation activities focus on the execution of activities planned in the design phase.