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ISO 20000-1: Service Management System (SMS) Consultants

Do you need to provide assurance to interested parties that their service requirements will be met?  Are you seeking to develop a consistent approach for all your service providers, including those in the supply chain?  Do you need to demonstrate capability in the design, transition, delivery and improvement of your services?  If any of these questions resonate with you, you have come to the right place!  Leverage our Process Approach and subject matter experts to develop your SMS and obtain your ISO 20000-1 certification. 

Our ISO 20000-1 Consultants focus on creating a Service Management System (SMS) that is realistic, obtainable, sustainable and easily maintained.  We work with our clients to develop the right solution for their organization, considering the industry, competitive landscape, and interested parties.  In order to achieve this end, we first take time to get to know your organization, including the people, the mission and vision, core values, and strategic goals and objectives.  We have a 100% success rate for all our clients receiving certification.  We are confident in the work we provide to the extent we fully guarantee it.

Our ISO 20000-1 and SMS Services include:

Gap Assessment and Implementation/Remediation Roadmap. Our Gap Assessment will provide clarity on your organization’s current state and readiness.  In addition, our Implementation/Remediation Roadmap will give you the clarity needed to get you on the right path to achieving your goals.

SMS Program Charter Visual/Framework.  Our Program Charter enables transparency and effective communication by clearly displaying the processes involved in your program, the people accountable for those processes and the tools required.

Risk Assessment and Risk Treatment Plan.  The Risk Assessment and Risk Treatment Plan are major components of the Plan Phase and serve as inputs to developing the SMS.   Leveraging our rich experience in risk management, we work with clients to assess the risks associated with their business.  Once we identified all risks, we work with our clients to create the risk treatment plan, including identifying and implementing all controls needed to lower risks.

Our approach ensures our clients sufficiently meet the risk assessment requirements of ISO 20000-1 as well as provides the clarity needed to make informed decisions, and provides the guidance needed to take immediate action.

Service Catalogues.  As part of the 20000-1 standard, ISO requires the creation and implementation of a service catalogue.  This document provides both internal and external customers a single source of consistent information on all services provided by the organization and enables transparent communication of those services to all who need this information.  We help our clients create this catalogue, including identifying and documenting interfaces and dependencies of all services, and determining the right performance standards for measuring the effectiveness of the services.

SMS Implementation / ISO 20000-1 Implementation.  Leveraging our detailed understanding of the Plan Do Check Act (PDCA) methodology, we work with our clients to develop the infrastructure and all the documentation required to create a successful and sustainable service management system.  We are confident in our implementation approach to the extent we offer our clients a guarantee for ISO certification.

Internal Audit.  Internal audits are one of many tools an organization can use to check whether it is compliant with its own plans and procedures.  We craft criteria and questions that are specific to your business so that you can be ensured our feedback is relevant and useful.  As part of our audit report, we provide a scorecard to visually display level of compliancy in each area in the audit, allowing you to quickly and easily see strengths and opportunities for improvement.  Our internal audit service was developed with the ISO standards in mind, thus positioning our clients for successfully obtaining certification should they choose to go this route.

ISO 20000-1 Audit Representation.  The ISO 20000-1 Certification Audit can be challenging and daunting.  To help make this process easier for our clients as well as to see our clients through the entire SMS implementation lifecycle, our team of subject matter experts, comprising of highly experienced ISO 20000-1 Consultants, will participate in the ISO 20000-1 Certification Audit as a representative of your organization.

SMS Effectiveness Assessment.  If your organization already has an established SMS, our team can work with you as part of your continual improvement efforts, helping you identify strengths, weaknesses, opportunities and threats.  This service ensures your SMS is effective, working as intended and adds value to your organization.

SMS Continual Improvement.  Continuous improvement is an important component of any successful management system, ensuring your organization’s processes, tools, etc. remain relevant and effective, and continue to add value to your goals and objectives.  Our team is ready to help, providing oversight and/or hands-on management of your continuous improvement program.