FitSM® and ISO/IEC 20000® Complement Each Other

ISO/IEC 20000® and FitSM® can indeed complement each other. Effectively, I might add. Here’s an explanation of how these two standards can work together.

Compatibility

FitSM® was designed to be compatible with ISO/IEC 20000®. It aligns with many of the standard’s requirements but presents them in a more accessible format. Why? Because, FitSM® has simplified and reduced the number of requirements for service management. With its 82 requirements, organizations experience faster results from their service management improvement efforts.

Scope and Detail

ISO/IEC 20000® is a comprehensive international standard for service management. While FitSM® offers a lighter, more flexible approach that can be easier to implement, especially for smaller organizations or those new to formal service management practices.

Path to Certification

Organizations can use FitSM® as a stepping stone towards ISO/IEC 20000® certification. FitSM® can help establish basic service management processes that align with ISO/IEC 20000® requirements. Think of FitSM® getting you roughly half-way towards ISO/IEC 20000 certification. An important milestone that can boost morale. As well as show faster service quality improvements your customers and your bottom line will appreciate.

Structure and Guidance

ISO/IEC 20000® provides a set of 200+ requirements for a service management system, or SMS. An SMS is a set of tools, processes, and policies used by organizations to plan, deliver, operate, and control services offered to customers. It’s designed to ensure that these services align with the needs of the business and provide value to customers.

FitSM® also provides a set of requirements for a service management system. 82 requirements to be precise. Its SMS is smaller in number of processes, has fewer management system requirements, and fewer requirements per process.

Both service management systems are highly compatible.

Both FitSM® and ISO/IEC 20000® offer practical guidance on how to implement these requirements, making it easier to understand and apply each standard.

Maturity Model

FitSM®’s maturity model that is offered at no charge in FitSM®-6 provides a clear path for improvement, which can be useful when working towards full FitSM® and/or ISO/IEC 20000® compliance.

Training and Skills

Staff trained in FitSM® will find many concepts familiar when moving to ISO/IEC 20000®, easing the transition. FitSM® certification training is more affordable. Simply because the class durations are shorter. As well as the exam times are less.

Scalability

Organizations can start with FitSM® and gradually scale up to meet all ISO/IEC 20000® requirements as they mature their service management practices. All requirements are stated by FitSM-1®, are also required by ISO/IEC 20000-1®.

Best Practices

Both FitSM® and ISO/IEC 20000® provide practical best practices that help in implementing the more formal requirements. Best practices as provided by frameworks such as ITIL®, COBIT®, and SIAM® further help the implementation when needing more guidance.

Continuous Improvement

Both standards emphasize continuous improvement, with FitSM® providing a simpler model that aligns well with ISO/IEC 20000®’s more detailed requirements.

Implementing a Combination of FitSM® and ISO/IEC 20000®

Implementing a combination of FitSM® and ISO/IEC 20000® can be an effective strategy for organizations aiming to improve their ITSM practices. Here’s a practical approach.

1. Initial Assessment:
   • Conduct a gap analysis to understand current ITSM maturity.
   • Identify key areas for improvement and prioritize them.
2. Start with FitSM®:
   • Begin by implementing FitSM®’s core processes at the basic level.
   • This provides a solid foundation aligned with ISO/IEC 20000® principles.
3. Phased Implementation:
   • Phase 1: FitSM® Basics (3-6 months)
     • Implement key processes like incident management, change management, and service level management using FitSM® guidelines.
     • Establish basic documentation and process flows.
   • Phase 2: Alignment with ISO/IEC 20000® (6-12 months)
     • Map FitSM® processes to ISO/IEC 20000® requirements.
     • Identify gaps and begin addressing them.
     • Enhance existing processes to meet more detailed ISO/IEC 20000® requirements.
   • Phase 3: Full ISO/IEC 20000® Compliance (12-18 months)
     • Implement additional processes required by ISO/IEC 20000® not covered in FitSM®.
     • Refine all processes to fully meet ISO/IEC 20000® requirements.
     • Prepare for certification audit if desired.
4. Documentation:
   • Start with FitSM®’s lighter documentation requirements.
   • Then gradually enhance documentation to meet ISO/IEC 20000® standards.
5. Training and Awareness:
   • Begin with FitSM® training for staff to establish service management fundamentals.
   • Progress to ISO/IEC 20000® awareness and then to more detailed training.
6. Tools and Automation:
   • Implement service management tools that support both standards.
   • Start with basic functionalities aligned with FitSM® and expand as you move towards ISO/IEC 20000® compliance.
7. Metrics and Continuous Improvement:
   • Use FitSM®’s straightforward metrics initially.
   • Gradually incorporate more detailed metrics required by ISO/IEC 20000®.
   • Subsequently, establish a continuous improvement cycle aligned with both frameworks.
8. Leadership and Governance:
   • Establish a service management steering committee to oversee the implementation.
   • Ensure leadership commitment to the journey from FitSM® to ISO/IEC 20000®.
9. Stakeholder Management:
   • Use FitSM®’s simpler approach to start engaging stakeholders.
   • Expand stakeholder management practices to meet ISO/IEC 20000® requirements.
10. Regular Reviews:
    • Conduct periodic assessments using FitSM®’s maturity model.
    • Conduct a FitSM® audit as you meet full FitSM® compliance.
    • Then gradually transition to ISO/IEC 20000® self-assessments, or (partial) internal audits.
11. Cultural Change:
    • Use FitSM® to introduce service management concepts and build a service-oriented culture.
    • Progressively embed the more comprehensive practices required by ISO/IEC 20000®.
12. External Support:
    • Consider engaging consultants or a coach familiar with both standards to guide the implementation.
    • Furthermore, plan for pre-assessment audits or internal audits as you near ISO/IEC 20000® compliance.

This approach allows organizations to establish a functional service management system quickly with FitSM®, while progressively working towards the more comprehensive requirements of ISO/IEC 20000®. It provides a balance between quick wins and long-term compliance, making the journey to ISO/IEC 20000® certification more manageable.