ITSM Implementation using ITIL or ISO 20000

With technology such an integral part of every bit of a business, the line between business and IT is blurred, perhaps even non-existent. ITSM is no longer a “nice to have,” or something that only the service desk does. ITSM is the means by which IT delivers business capability. ITSM therefore is the enabler for realizing real business value from the use of technology.

Quick ITSM Facts

IT Service Management leads to improved quality of service delivery

IT Service Management tools apply to each business function, not just within IT

IT Service Management plays a major role in optimizing costs and enhancing performance

IT Service Management is rapidly becoming the medium for cross-functional business communication

Why implement IT Service Management?

Organizations implementing ITSM see results as follows:

  • IT value chain, enabled and supported by good ITSM, becomes a seamless fit into the business value chain
  • When it is about “Digitalization”, a core requirement for a business to begin digital transformation is to first have absolute clarity on its services and processes which is provided by ITSM
  • ITSM supports business agility and responsiveness by promoting standardization
  • ITSM enables the agility and responsiveness demanded by today’s business
  • ITSM cements the convergence of business and IT by enabling business capability through the effective use of technology

About the ITSM Frameworks and Standards

  • Information Technology Infrastructure Library (ITIL): Information Technology Infrastructure Library (ITIL) is a framework for managing IT as a service, with the aim of aligning IT services with business objectives. ITIL is the most commonly implemented ITSM framework in the world, in both the public and the private sectors, and is acknowledged as best practice for service management in organizations in all industries. ITSM is all about customers and how to deliver value to these customers.
  • ISO/IEC 20000: ISO/IEC 20000 is the internationally recognized standard for IT service management (ITSM) that enables IT organizations to ensure that their ITSM policies & procedures are in line with business objectives and with international best practices. ISO 20000 is a standard with clearly defined requirements that must be met in order to certify that a minimum of best practice standards is met.

Business Beam helps in effective implementation of ITSM practices

We help our customers to setup IT Service Management by using ISO 20000 or ITIL according to the requirements. Salient features of our services are as follows:

  • Executive Advisory: Our experienced consulting partners are expert in organizational change management. They discuss and understand your most important and complex management issues and provide strategic advice for success in line with the requirements and expectations of your regulatory bodies.
  • Strategic Alignment: We ensure Executive Management involvement & commitment through strategic level planning, goals setting, definition of roles and responsibilities, governance level policies, and supporting action plans to meet the requirements of the relevant frameworks.
  • Process Consultancy: Successful process improvement efforts require a cohesive process architecture. Our process consultants will help you to establish required roles & responsibilities by using internationally recognized techniques, designing of all policies, procedures, and plans recommended by the relevant frameworks.
  • Service Management Planning: In collaboration with service owners, we establish plans to meet the capacity, availability, continuity and security requirements of services and eventually of the customers.
  • Assistance in Selecting ITSM tools: If you are planning to upgrade or acquire a new ITSM tool, we can facilitate you in selecting and implementing the right tool based on your current IT infrastructure, nature & type of your IT services, available budget and feature set required.
  • Process integration with Service Management Tool: Our consultants have working knowledge of several leading ITSM tools. We work with technical consultants and help in process integration with tools including service catalogues, processes, turnaround times, escalations, SLAs and OLAs, etc.
  • Workshops: We plan multiple informal awareness workshops for practitioners on service management process implementation. Specialized courses like ITIL Foundation and advanced level, ISO 20000 Lead Implementer, etc. deliver additional value.
  • Rollout Support: Any management system is not effective unless it is not understood and followed by the staff. We provide training, coaching and hand holding support to ensure that the developed IT service management system is effectively implemented.
  • Performance Management: Performance measurement is a key for any management system to achieve its business outcomes. We help in designing a performance management system based on KPIs, metrics and dashboards for corrective and preventive actions. We enable optimal results and informed decision making.
  • Expert support during Certification audits: If your organization opts for formal ISO 20000 certification, it will be conducted by a third party and your teams may require expert support during this phase. We provide extensive onsite support during the certification audit to provide your team confidence and enable them for successful outcomes.
  • Sustenance Support: Implementing ITSM practices is only beginning of the journey, sustaining the same over time is even a bigger challenge. After successful implementation, we provide sustenance support ensuring continual improvements and long-lasting culture adoption.

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