ISO/IEC 20000
IT service management for the post go-live life of the platform
ISO/IEC 20000 is the international standard family for IT service management. I apply its principles to design, automate, support, and continuously improve IT services.
The gap
A platform is successful only when it is operable.
Many organisations build systems but fail at service management. They do not clearly define how users request support, how incidents are handled, how service requests are fulfilled, how changes are approved, how releases are managed, how service levels are monitored, how problems are investigated, how knowledge is documented, how vendors are managed, how users are trained, or how continual improvement happens.
This creates operational weakness — even on well-built systems.
What I research
The service management practices I design into platforms.
- Service management system thinking
- Service request automation
- Incident management
- Problem management
- Change enablement
- Release management
- Service level management
- Configuration management
- Asset & service mapping
- Knowledge management
- Supplier management
- Continual improvement
- User support workflows
- Operations dashboards
- Service reporting
In delivery
Service automation is part of the build, not an afterthought.
I help organisations design helpdesk workflows, ticketing systems, service catalogues, approval flows, escalation rules, SLA timers, support knowledge bases, incident dashboards, change & release workflows, user training processes, internal IT support models, and AI-assisted support agents.
The goal is to make the platform supportable. A good system must not only be built. It must be operated well.