ITIL & ISO/IEC 20000 IT Service Management Implementation

The project involved implementation of ITIL-based service management and ISO/IEC 20000 for Tehran Municipality’s 137 citizen service platform, in collaboration with Sharif University. Work included current-state and maturity assessment, regular sessions with process managers, service management documentation and key processes. Responsibilities included Service Manager, Project Manager and Process Manager roles for Business Relationship, Capacity and Service Level Management.

* The difference between the process-oriented nature of the ITIL framework and the function-oriented structure of the organizational chart. * Defining ITIL roles in an organization where the concept of role-based responsibilities did not previously exist, requiring implementation and organizational culture development. * Focusing on individual services and the resulting challenges associated with shared resources, such as shared infrastructure and service specialists (e.g., a single server supporting multiple services or one support specialist responsible for multiple services). * The need to establish an organizational culture around the standard, including among customers, as implementing the standard would also improve customer–organization interactions. * The lack of an integrated tool aligned with all ITIL processes, given the process-oriented nature of the framework.

-ITIL / ISO 20000 Framework -Procedures and Work Instructions for ISO 20000 Standard Processes -Service Configuration Database (CMDB) covering 137 services -Audit Preparation and ISO 20000 Certification

Achieved ISO/IEC 20000 certification; established ITIL-based processes; improved service management culture; maintained the standard for two consecutive years without an external contractor.