Project proposal for ISO 20000-1:2011 implementation

Subtitle or presenter

Content

• Reasons for implementation• Purpose of the project• Deliverables• Milestones• Resources

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Reasons for implementation (1/2)

Primary reasons

• optimization of operational processes• increase in number and complexity of the services

• higher customer demand in scope of existing services• dedication to excellence in managing

services

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Reasons for implementation (2/2)

Secondary reasons

• management of performance, capacity and availability of existing services

• need to manage suppliers and internal support groups

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Purpose of the project (1/2)

What do we want to achieve?• gain ISO 20000 certification• increase quality of provided services and their

operational support• increase customer satisfaction with provided

services and their support• increase competitiveness of [organization name]

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Purpose of the project (2/2)

What do we want to achieve?• reduce risks associated with service delivery and

IT Service • management of processes, activities and

functions• reduce costs

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Deliverables

• SMS General requirements-related documents• Design and transition of new or changed

services• Service delivery processes• Relationship processes• Resolution processes• Control processes

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MilestonesMilestone Due dateInitiation Planning Assessment Implementation Result Review Certification AuditContinual Service Improvement Setup

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Resources (1/2)

Human resources

Internal resources – [list internal resources e.g. group name]External resources – [list external resources, e.g. consulting company]

Technical resources

ToolEquipment

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Resources (2/2)

Financial resources

Amount: [define amount of money needed to finish the project]Cost types: [split costs according to the cost type and include all resources listed here, e.g. human resources – internal and external, technical and other resources]

Other resources

Documentation

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Project proposal for ISO 20000-1:2011 implementation

[presenters name]

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