A Guide to Implementing the ISO20000 Standard • • • • •
Roles Responsibilities and Authorities Procedure for the Control of Documented Information Procedure for Internal Audits Procedure for Management Reviews Procedure for the Management of Nonconformity
It’s up to each small organization to decide if this approach would be right for them; inevitably there are pros and cons of having more or fewer documents and some form of compromise solution based on our suggestions might also be appropriate.
1.4
Where to start
Relevant Toolkit documents • • • • •
ISO20000 Gap Assessment Tool ISO20000 Enhanced Gap Assessment Tool (chargeable extra) ISO20000 Assessment Evidence ISO20000 Benefits Presentation ISO20000 Introduction Presentation
Before embarking on a project to achieve compliance (and possibly certification) to the ISO20000 standard it is very important to secure the commitment of top management to the idea. This is probably the single most significant factor in whether such a project (and the ongoing operation of the SMS afterwards) will be successful. Indeed, “Leadership” has its own section within the standard and without it there is a danger that the SMS will not be taken seriously by the rest of the organization and the resources necessary to make it work may not be available. The first questions top management are likely to ask about a proposal to become certified to the ISO20000 standard are probably: • • •
What are the benefits – why should we do it? How much will it cost? How long will it take?
In order to help answer these questions the CertiKit ISO20000 Toolkit provides a number of resources. The ISO20000 Gap Assessment Tool is an Excel workbook that breaks down the sections of the ISO 20000 standard and provides a way of quantifying to what extent your organization currently meets the requirements contained within them. By performing this gap assessment, you will gain a better appreciation of how much work may be involved in getting to a point where a certification audit is possible.
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