Challenges in implementation of ISO 20000 in it service management organizations - a case study

Abstract

Information Technology (IT) companies around the world are implementing IT Service Management System (ITSMS) or ISO 20000 to standardize IT services, upgrade IT service quality, improve business performance and gain competitive advantages. Despite many successful case studies, there are also unsuccessful organizations in implementing this standard for different reasons. One important factor is that failure of recognizing the challenges during implementation. This study focuses on the challenges of implementation by collecting insightful views and suggestions from IT professionals of Accenture Communications Infrastructure Solutions Ltd (ACIS) and discovers approaches and ways to overcome these challenges. Senior management support is the most challenging factor identified in this study for successful implementation. Justification of significant investment, proper documentation and effective process design, co-operation among IT support teams and premium customer’s support are also identified as challenging areas. The recommendations and suggestions of this case study will be beneficial for private or public companies to implement IT service management system successfully.