IT Services

Empower and Manage

Enhance Your Cyber Resilience with IT Service Management

“The adoption of ISO/IEC 20000 has grown quite rapidly in the international arena and has become a competitive differentiator for IT service delivery” – APMG International
Our experts can help organizations align the technology with organization business goals in defining processes based on IT Service Best practices and standards such as ISO 20000-1:2018 and ITIL. We follow a process-based approach where our consultants perform the gap assessment to identify bottlenecks and defects in the existing practice and develop consulting solutions to mitigate them to reach higher levels of process maturity and continual improvement.

ISO 20000 is a service management system (SMS) standard that specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain, and improve an SMS. The requirements include the design, transition, delivery, and improvement of services to fulfill agreed service requirements. Implementing ISO 20000:2011 helps the IT department to deliver more quality and consistent IT services with continuous improvement both to those within the organization and to its customers.

Assess the maturity of your ITSM Processes

Document IT Service Management Processes, based on best practices

Perform an Internal Audit of your IT Service Management

Implement IT Service Management standards in your organization

Help you to achieve ISO certification

Implement and Audit

Unmatched Standards and best practices

Approach to implement ITSM

Processa offers the implementation of ISO 20000-1:2018 in phases given below:

Perform Gap Assessment to understand the current level of IT service management maturity
Develop Documents – such as policies, processes, and procedures- and templates required as per the standard Requirement
Support the configuration of procedures in automation systems
Train IT staff and users
Establish and document security policies, procedures, controls, and roles & and responsibilities
Perform Internal Audits to check the level of compliance
Take required corrective actions
Coordinate with RCB to schedule for External Audit and Certification
Support for surveillance audits

Approach for ITSM Maturity Assessment

The IT department of each organization is a business driver and no longer a business enabler. Hence the department is required to have an adequate level of maturity to deliver IT services to meet the business goals. Processa consultants have devised solutions that make use of a customized diagnostic tool that aids in performing the maturity assessment as per ISO 20000-1:2018 in an objective manner. We help customers streamline and improve their IT Service Management by developing and adhering to IT Service Management standards and best practices such as ISO 20000:2018 and ITIL.