Earlier, ISO 20000 was referred to as the IT Service Management (ITSM) Standard, acting as the basic facilitator of IT Governance. ITSM was process-focused and linked to common interests with process improvement practices, framework and methodology like TQM, Six Sigma, Business Process Management, and CMMI. The main aim was to enable IT service, its delivery, support and management.

Since its revised version published in the year 2011, ISO 20000:2011 has widened its scope to cover Service Management concepts as a whole. Accordingly, it is now termed as the Service Management Standard (SMS).

With India leading the world in the field of Service Management, ISO 20000 is likely to play an important role within the Service Industry.

SMS methodology consists of multiple entry points, usually starting with customers and end users and ending at qualification and quantification of services provided to meet individual requirements strategically. The focus shifts from ‘how’ to use a product and service and the technical details, to actually building a framework to constitute service management activities.

The Ace Methodology

• Assess with our ‘gap analysis’ tools the existing Service Management infrastructure, processes, and services
• Add or develop lacking services and the desired outlook of services and its management.
• Design a practical plan to achieve the desired service management functionality, looking into the existing framework
• Finalize concrete steps for execution of the plan
• SMS framework for each of the Service Delivery and Service Support areas is a five-step model:
  • Estimation – Review of current situation and understand the metrics for the desired future positioning.
  • Architect and Design the future Service state.
  • Planning – Diligent planning for desired Service Management status in phased manner.
  • Implementation & Deployment in line with the future desired state.
  • Support – Upgrade, manage, maintain, improve for adaptation in the current system with integrated enhancements as and when required.

The Ace Benefit

Within this structure, Ace focuses on providing a framework to structure Service Management related activities and the interactions of Service Management (technical) personnel with business customers and user:

• People – Process – Technology: People determine the quantity and quality of know-how; Process is about practices, procedures and guidelines to understand the level of complexity; and Technology determines the infrastructure consisting of hardware, software, networking and applications.
• Organizational IT : Different factors affect IT, it is important to determine the ‘how’s’ in a corporate culture.
• Incorporation : the most crucial step after determination of the above two involves amalgamation of IT in an business model and determining the services provided by IT, and the best practices within IT.
• Training: Special programs on ISO 20000.

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