Why does your organization need to implement an IT Service Management system?

Without an international standard, organizations often suffer from:

• Recurring incidents: The same technical issues repeat without a root-cause solution.

• Lack of SLAs: No clear service level agreements, leading to friction with other departments.

• Uncontrolled changes: System updates are made without risk assessment, resulting in service disruptions.

Implementing ISO 20000 ensures clear roles, improved efficiency, and a competitive advantage—especially in government contracts and large enterprises.

Accredited Qualification Methodology (6 Phases) – According to GCC Kuwait

To ensure project success, we follow a structured methodology that has proven effective in the Kuwaiti and Gulf markets:

1. Gap Analysis: Assessing the current state.

2. Process Design: Building the technical framework.

3. Documentation: Writing policies and procedures.

4. Training: Qualifying the workforce.

5. Internal Audit: Checking readiness.

6. Readiness for Certification: Preparing for the external auditor.

Phase One: Gap Analysis ⭐⭐⭐

Gap Analysis for ISO 20000 is the cornerstone. You cannot build a new system without knowing the “gaps” in your current one.

How do you conduct an effective gap analysis?

• Review the 14 processes: Do you have a Problem Management process? Is it documented?

• Assess the tools: Does your current ticketing system support extracting SLA reports?

• Assess resources: Is the support team qualified according to the ITIL framework?

💡 Golden tip: A precise gap analysis saves you 30% of the project time because it directs your effort only to the real shortcomings.

Phase Two: Process Design

This is where the actual build begins. Each process (such as Incident Management or Change Management) must be designed with the following defined:

• Inputs and outputs: How does a ticket start and how does it end?

• RACI matrix: Who is Responsible and who is Accountable?

• Service Level Agreements (SLAs): Define response time and resolution time for each priority.

Phase Three: Documentation ⭐⭐

In the ISO world: “If it is not documented, it did not happen”. ISO 20000 organizational qualification requires building a documentation hierarchy that includes:

1. Policies: Management’s general commitments.

2. Procedures: Detailed work steps for each of the 14 processes.

3. Work instructions: How to use systems (e.g., how to submit a change request in Jira).

4. Records: Evidence the auditor will review (incident logs, CAB meeting minutes).

Phase Eight: How to Obtain ISO 20000 Certification

After completing the internal audit and addressing observations, the external audit stage begins.

Selecting a Certification Body

In Kuwait and the Gulf, it is preferable to choose bodies with strong international accreditation such as BSI, SGS, or TÜV NORD. The certification process takes place in two stages:

• Stage 1 Audit: Reviewing documentation and confirming overall understanding of the standard.

• Stage 2 Audit: On-site audit, reviewing records, and interviewing employees to confirm effective implementation.

ISO 20000 Implementation Cost and Return on Investment (ROI)

The cost of implementing ISO 20000 varies depending on the organization’s size and the certification scope:

• Consulting and training: Depends on the consultant’s experience (you can search for ISO 20000 consulting in Kuwait to obtain local quotations).

• Technical tools: The cost of licenses for systems such as ServiceNow or Freshservice.

• Certification body fees: Paid to the international certification body.

Return: You will notice reduced downtime and increased employee productivity, offsetting project costs within 18–24 months.

Conclusion: Your Path to Technical Excellence

The ISO 20000 Implementation Guide for Organizations is not merely a document; it is a new work culture that ensures stability and growth for your organization. By following the right methodology and committing to continuous improvement, you will be able to transform the IT department into a benchmark for efficiency.