Issue 5-3

What an ISO 20000 audit can tell you about your ITIL implementation without having to do an ISO 20000 audit

ISO 20000 audits are valuable, incisive looks into the way in which service management processes work across your organization. Organizations that choose to do them can gain deep insight into how well they develop and deliver services to their customers. However, audits like these can be extremely difficult and time consuming, and organizations can fall into the trap of working to pass the audit without defining and realizing tangible benefits for the business.

First, let us agree on the meanings of our terms. We see enterprise architecture (EA) as a scientific sub-discipline both of computer science and business management. The twice mentioned word “science” here emphasizes our certainty that EA is an exact discipline able to produce precise approaches and solutions. We also see computer science as the underlying scientific discipline that governs the progress of IT as an industry.

An organization runs via processes—a simple, yet inescapable truth that seems to have confused technology vendors and practitioners for so long. Large software vendors have tried to encapsulate whole process streams within their own boundaries, and provided an organization was happy to follow these processes, all would be well.