KPMG in India's IT Service Management (ITSM) practice assists organisations by charting out an ISO 20000:2018 based process improvement journey. As part of the advisory services, KPMG in India facilitates organisations to establish, operate, maintain and improve a Service Management System (SMS) as per the requirements set out in ISO/IEC 20000:2018 within their current work environment for the purpose of obtaining key service and process improvement benefits. KPMG helps in enhancing the maturity of the Business Technology & Innovation department as well as the end users by practicing the best internationally recognised standards.

Key areas where ISO practice makes an impact

• ISO/IEC 20000™ standard helps verify if the organisation deploys its services against an internationally accepted standard, by an independent and external evaluator. An organisation's SMS can not only get certified against the standard, but can also use the standard to evaluate its vendor's approach to providing services.
• Businesses rely heavily on their IT services. No matter where you are based or what your core business is, you need your IT services to be a cost effective, efficient and dependable like utility. You can achieve this with ISO/IEC 20000™, if you are an outsourced IT services provider or if you manage your IT services internally. You can set up a service management system with processes aligned to this internationally accepted standard.

ISO practice offerings

1. Phase 1- Gap assessment
2. Phase 2- Framework development
3. Phase 3- Implementation support
4. Phase 4- Certification audit support

Potential benefits of adopting ISO 20000:2018

• Internationally-accepted certification for service management system
• Alignment of IT services and business strategy
• Defines features of service management processes that are essential for delivery for high-quality services
• A set of ‘minimum’ requirements against which an organisation can be assessed for effective service management.
• Streamlined and structured IT Service Management
• Well defined processes and clearly outlined roles and responsibilities
• Higher customer satisfaction
• Reduced unplanned downtime due to proactive approach to managing IT issues

KPMG in India’s key differentiators

• Focus – More than two decades of experience in IT advisory, consulting and assessment
• Advantage - KPMG in India has access to KPMG’s Global Centre of Excellence enabling them to better advise clients with their quality challenges and successfully meeting their objectives
• Transformative service offerings - We provide service offerings that address scalability, productivity and efficiency
• People - Our process consultants have extensive experience in all major ITSM tools and can give effective advise on process-tool alignment

Contact us: in-fmitsm@Kpmg.com