Customer Case Study: Rapid ISO/IEC 20000 Certification A major system integrator in the government federal sector needed

to demonstrate commitment to ITSM for an upcoming proposal to the intelligence community. With limited time and resources, this customer was able to leverage the flexibility of the ISO/IEC 20000 standard along with Plexent expertise to pull off an accomplishment many would have deemed impossible. The Customer $1.6 billion federal systems integrator and premier provider of advanced systems engineering and advisory services, serving the United States Government for more than 40 years. Overview This organization sought ISO/IEC 20000 to help demonstrate alignment with their customers business strategy and demonstrate their continuity of quality. Time was of the essence, due to an impending, transitioning of their own internal IT services from one service provider to another. The organization wanted to prepare for the inevitable fact that knowledge would be lost from current provider after that handoff. The company approached Plexent to accelerate achievement of ISO/IEC 20000 certification. The international standard for IT Service Management, ISO/IEC20000 sets the requirements against which organizations are assessed for the effectiveness of service management processes and performance. Plexent aligned with the organizations internal Mission Assurance division to quickly develop a scope statement that made ISO/IEC 20000 achievable given the current environment and align with the customers business objectives. The Obstacles The organizations IT department had few employees to assist in this effort and a very short period of time to achieve certification. Additionally, it was difficult to keep leadership and resources focused, with the pending transition of IT services taking the top priority. The Solution The integrators participation and willingness to dedicate a single point of contact to work with Plexent was a critical success factor. This allowed Plexent to establish fluid communication and focus work in specific areas needed. The organizations Mission Assurance group had established good practices, allowing Plexent to do a quick assessment and plug in Plexents itDNA into gaps to ensure a complete set of documentation for the audit. This consisted of proprietary tools, project plans, methodologies, policy & procedures, workflows, role & responsibility definitions, processes and other intellectual property. The final successful factor was the organizations willingness to align its effort behind a manageable, small scope that was aligned to key business objectives. In the end, Plexent was able to drive the effort, transfer knowledge to the customer and plug key components into the gap to ensure a smooth audit. Result Providing a visual IT Service Management framework to facilitate the audit helped the organization achieve ISO/IEC 20000 certification within 120 days, at half of the cost of a previous internal attempt. Additionally, the organization has a renewed commitment to continual service improvement and is using the momentum created to expand the scope for further future certification. About Plexent Plexent is an IT management consulting company advising the worlds strongest companies on IT strategy, organization, technology, and operations. With strengths in IT service management, ITIL, IT Governance & Compliance, ISO Standards, COBIT, CMMI, software selection and Project Management, we arm IT to drive, motivate and guide the business. Plexents intellectual property toolkit, itDNA is the fire power for accelerated delivery. This content integrates the best of multiple frameworks, standards, best practices and regulations including ITIL, COBIT, CMMI and ISO/IEC 20000. Plexent gets you to the finish line of IT improvements in significantly less time for a fraction of the cost.

Plexent is a Register Trademark of Plexent. itDNA is a Trademark of Plexent. ITIL is a Register Trademark of (OGC) Office of Government Commerce.

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