Introduction: Project Kick-off and Gap Analysis  (Duration: 1 Month)

Introductory Tasks

1.1 ISO 20000 Kick-off and Awareness

Task: Organize Kick-off Meeting

• Description: Conduct a kick-off meeting to introduce the ISO 20000-1:2018 project to key stakeholders. Discuss objectives, scope, timelines, and responsibilities.
• Deliverables: Project plan, meeting agenda, and minutes.
• Meeting: Initial consultation with senior management and the implementation team.

1.2 Perform Gap Analysis

Task: Conduct Gap Analysis Against ISO 20000:2018 Requirements

• Description: Assess the current IT service management processes and service management system against ISO 20000-1:2018 requirements to identify gaps and areas for improvement.
• Deliverables: Gap analysis report with identified non-conformities.
• Meeting: Review findings with management, IT teams, and service managers.

Section 1: Service Management System (SMS) Documentation and Planning (Duration: 2 Months)

2.1 Develop SMS Documentation

Task: Define Service Management Policy and Objectives

• Description: Establish the organization’s service management policy and measurable objectives, aligning them with ISO 20000-1:2018 requirements.
• Deliverables: Documented service management policy and objectives.
• Meeting: Review and approval with senior management.

2.2 Develop SMS Documentation (Manual, Procedures, Work Instructions)

Task: Create SMS Documentation

• Description: Develop the necessary documentation for the SMS, including a service management manual, procedures, and work instructions for key processes (e.g., incident management, change management, service continuity).
• Deliverables: Service management manual, procedures, work instructions.
• Meeting: Review SMS documentation with the ITSM team.

Section 2: Service Delivery and Incident Management (Duration: 2 Months)

3.1 Define Service Catalog and Service Level Agreements (SLAs) (ISO 20000-1 Clause 8.2)

Task: Develop Service Catalog and SLAs

• Description: Define the scope of IT services provided, establish a service catalog, and create SLAs to ensure the delivery of services meets the agreed-upon levels of quality.
• Deliverables: Service catalog, SLAs.
• Meeting: Review and approve SLAs with service owners and key customers.

3.2 Implement Incident and Request Management Procedures (ISO 20000-1 Clause 8.6)

Task: Establish Incident and Request Management Processes

• Description: Develop and implement procedures for managing incidents and service requests, ensuring that issues are resolved quickly and effectively while minimizing service disruption.
• Deliverables: Incident management procedures, request handling protocols.
• Meeting: Train service desk and IT teams on incident and request management processes.

Section 3: Change Management and Service Continuity (Duration: 1 Month)

4.1 Implement Change Management Procedures (ISO 20000-1 Clause 8.5)

Task: Develop and Implement Change Management Process

• Description: Establish a change management process to control and manage changes to IT services, ensuring that changes are implemented smoothly without negatively affecting service quality.
• Deliverables: Change management procedure, change request forms.
• Meeting: Review change management process with service owners and IT staff.

4.2 Establish Service Continuity and Availability Management (ISO 20000-1 Clause 8.4)

Task: Develop Service Continuity and Availability Plan

• Description: Implement a service continuity plan to ensure that IT services can be maintained or restored in the event of an interruption. Ensure that services are available according to SLAs.
• Deliverables: Service continuity plan, availability management procedures.
• Meeting: Review and test continuity plan with IT staff and service teams.

Section 4: Supplier and Asset Management (Duration: 1 Month)

5.1 Supplier Management (ISO 20000-1 Clause 8.7)

Task: Develop Supplier Management Procedures

• Description: Establish procedures for managing third-party suppliers, ensuring they meet contractual obligations and comply with service level expectations.
• Deliverables: Supplier management procedures, supplier performance reports.
• Meeting: Review supplier performance with procurement, IT, and service management teams.

5.2 Asset and Configuration Management (ISO 20000-1 Clause 8.3)

Task: Implement Asset and Configuration Management System

• Description: Develop a system to track IT assets and configuration items to ensure that all components of the IT infrastructure are documented and managed effectively.
• Deliverables: Asset management records, configuration management database (CMDB).
• Meeting: Review with IT operations and service management teams.

Section 5: Performance Monitoring and Improvement (Duration: 1 Month)

6.1 Monitoring and Measurement of Services (ISO 20000-1 Clause 9.1)

Task: Develop Service Performance Monitoring Procedures

• Description: Implement procedures to monitor and measure the performance of IT services, including incident resolution times, service availability, and customer satisfaction.
• Deliverables: Service performance reports, monitoring tools.
• Meeting: Review performance metrics with IT and service management teams to identify areas for improvement.

6.2 Continual Improvement of the SMS (ISO 20000-1 Clause 10.1)

Task: Establish Continual Improvement Framework

• Description: Develop a continual improvement process to review and improve service delivery and ITSM processes based on performance data, audit results, and feedback.
• Deliverables: Improvement action plans, lessons learned reports.
• Meeting: Continual improvement review with senior management and IT teams.

Section 6: Internal Audits and Corrective Actions (Duration: 1 Month)

7.1 Develop Internal Audit Program (ISO 20000-1 Clause 9.2)

Task: Create an Internal Audit Plan

• Description: Establish an internal audit program to evaluate the effectiveness of the SMS, ensuring that all processes comply with ISO 20000-1 requirements.
• Deliverables: Internal audit plan, audit checklist.
• Meeting: Review audit plan with the audit team and quality manager.

7.2 Conduct Internal Audits

Task: Perform Internal Audits

• Description: Conduct internal audits to assess compliance with SMS processes and ISO 20000-1 requirements, identifying areas for improvement.
• Deliverables: Internal audit reports, non-conformance reports.
• Meeting: Post-audit review meeting to discuss findings and corrective actions.

7.3 Implement Corrective Actions (ISO 20000-1 Clause 10.2)

Task: Develop and Implement Corrective Action Procedures

• Description: Establish a corrective action process to address non-conformities identified during audits and to prevent their recurrence.
• Deliverables: Corrective action reports, root cause analysis.
• Meeting: Review corrective actions with management and process owners.

Final Assessment: Certification Preparation and External Audit (Duration: 1 Month)

8.1 Conduct Pre-Certification Internal Audit

Task: Perform a Pre-Certification Internal Audit

• Description: Conduct a pre-certification audit to ensure that the SMS meets ISO 20000-1:2018 requirements and is ready for certification. Address any remaining non-conformities.
• Deliverables: Pre-certification audit report, corrective action plan.
• Meeting: Final review with senior management to confirm readiness for the certification audit.

8.2 Certification Body Selection and External Audit

Task: Select Certification Body and Schedule Certification Audit

• Description: Research and select an accredited certification body for ISO 20000-1. Schedule the external audit and ensure the organization is fully prepared.
• Deliverables: Certification body selection report, external audit schedule.
• Meeting: Final meeting with management and service management team to confirm readiness for certification.

This 8-month project plan for ISO 20000-1:2018 implementation provides a structured approach to achieving certification for IT service management. It covers key areas such as service delivery, incident management, change control, supplier management, internal audits, and continual improvement, ensuring the organization meets the ISO 20000-1 standard by the end of the project.