1. Project proposal for ISO 20000-1:2011 implementation Subtitle or presenter

2. Content Reasons for implementation Purpose of the project Deliverables Milestones Resources Copyright ©2014 20000Academy, all rights reserved.2

3. Reasons for implementation (1/2) Primary reasons optimization of operational processes increase in number and complexity of the services higher customer demand in scope of existing services dedication to excellence in managing services 3Copyright ©2014 20000Academy, all rights reserved.

4. Reasons for implementation (2/2) Secondary reasons management of performance, capacity and availability of existing services need to manage suppliers and internal support groups 4Copyright ©2014 20000Academy, all rights reserved.

5. Purpose of the project (1/2) What do we want to achieve? gain ISO 20000 certification increase quality of provided services and their operational support increase customer satisfaction with provided services and their support increase competitiveness of [organization name] 5Copyright ©2014 20000Academy, all rights reserved.

6. Purpose of the project (2/2) What do we want to achieve? reduce risks associated with service delivery and IT Service management of processes, activities and functions reduce costs 6Copyright ©2014 20000Academy, all rights reserved.

7. Deliverables SMS General requirements-related documents Design and transition of new or changed services Service delivery processes Relationship processes Resolution processes Control processes 7Copyright ©2014 20000Academy, all rights reserved.

8. Milestones 8 MilestoneDue date Initiation Planning Assessment Implementation Result Review Certification Audit Continual Service Improvement Setup Copyright ©2014 20000Academy, all rights reserved.

9. Resources (1/2) Human resources Internal resources – [list internal resources e.g. group name] External resources – [list external resources, e.g. consulting company] Technical resources Tool Equipment 9Copyright ©2014 20000Academy, all rights reserved.

10. Resources (2/2) Financial resources Amount: [define amount of money needed to finish the project] Cost types: [split costs according to the cost type and include all resources listed here, e.g. human resources – internal and external, technical and other resources] Other resources Documentation 10Copyright ©2014 20000Academy, all rights reserved.

11. Project proposal for ISO 20000-1:2011 implementation [presenters name] Copyright ©2014 20000Academy, all rights reserved.11 [insert your picture]