5 Major Problems to Avoid When Implementing ISO 20000-1

You are bound to run into a few problems when implementing ISO 20000-1. Both large and small organizations struggle to put new procedures and practices into place.

An audit and overhaul of the whole company will make people antsy—but that’s just the beginning. Lucky for you, people have been implementing ISOs for decades, so we know what kinds of issues to look out for. Here are 5 major problems to avoid when implementing ISO 20000-1.

No Management Support? The First Problem to Avoid When Implementing ISO 20000-1

You may be part of your company’s IT service management team. You are scouring the internet for problems to avoid when implementing ISO 20000-1 and realize your biggest fear is true. This can’t be done without management support.

Trying to put a service management system (SMS) into action without executive involvement is bound to fail. You need them to set aside resources. You need them to follow through on the management requirements that are part of the standard. Explain all the benefits of implementing ISO 20000-1 to get them on board.

Too Few Resources

One of the major problems to avoid when implementing ISO 20000-1 is not setting aside enough resources to complete the project. This is often related to problems #1 (lack of management support). Get realistic about the amount of time and money you need. How many people are you going to need to implement and run your SMS?

View the problems from as many angles as possible. Look at existing practices. What can you reuse to meet requirements? Should you build an in house team or hire an expert?

Lack of Employee Buy-In is a Serious Problem to Avoid When Implementing ISO 20000-1

If your team doesn’t care about the project, then implementation will ultimately be unsuccessful. Change stresses people out. They shy away and resent having to learn a new way to do their jobs, especially if they don’t understand why. Lack of employee buy-in is one of the major problems to avoid when implementing ISO 20000-1

To get employee buy-in, try

  • Training and Information: Employees are more likely to feel confused and frustrated if they don’t understand what is going on. Give them as much information as they need.
  • Highlight Benefits: One of the problems to avoid when implementing ISO 20000-1 is leaving your employees to feel like they have more on their plate. Help them identify what is getting better. Things like clearly defined roles and few ambiguities make work less stressful.
  • Celebrate: Make sure that your team knows and appreciates their successes. Feeling that we are good at something and that we are progressing drives interest and satisfaction.

What questions do you have and how can we help?

Scope Creep

You are running short on resources. You are missing milestones. What is happening?

Scope creep is when your project expands beyond the initial purpose you had laid out. This is very common, especially with larger organizations.

Scope creep is one of the major problems to avoid when implementing ISO 20000-1. Make sure all team members are aware of the scope of the project as defined in your SMS.

Avoid scope creep by involving your team in defining the scope. This way, they’ll be less likely to develop some other project or make decisions in a vacuum.

Lack of Communication is the Biggest Problem to Avoid When Implementing ISO 20000-1

This is the real problem that underlies every other problem. Without effective communication, you won’t be able to get management support. You won’t be able to get employee buy-in. You won’t get the resources you need and slowly but surely, scope creep will set in.

Make sure every team member at every level of the organization understands what is going on and what their role is. If you can do this effectively, the rest of the pieces will fall into place.

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