FAQs

ITIL and ISO/IEC 20000

Q: How will achieving ISO/IEC 20000 help my organization?

A: ISO/IEC 20000 is a globally recognized standard of IT service excellence. Adopting this standard will enable your organization to plan, manage, deliver, monitor, review and improve your services in a structured and controlled manner. 

Q: I have been asked to get all our IT staff ITIL educated. What can Marval North America do to help me achieve this?

A: Marval North America are well-placed to help your staff understand and buy-in to the concept of ITIL®. You have two immediate options: 

  1. Awareness training for all staff followed by Certification at Foundation level for all staff who will benefit from attaining a formal qualification.
  2. Awareness training for all staff; ITIL® Foundation Essentials 2-day courses (no exam) plus senior executive ITIL® briefings. These briefings are specifically designed for senior management and executives from both IT and the business.

Either option provides a wide spread of knowledge through acquisition of ITIL® understanding at all levels and across all areas of your organization. Contact us now to find out more:

T: +1 (705) 840-6000 or E: info@marvalna.com

Q: I've been asked to find out how we can become an ISO/IEC 20000 certified organization. Please can you advise me on the best way to attain the ISO/IEC 20000 certification? 

A: We can certainly help you to attain your certification without confusion. ISO/IEC 20000 is not complicated; it may just be a little different to the way your organization currently works. 

Contact us now to find out more:

T: +1 (705) 840-6000 or E: info@marvalna.com

Q: If we want to attain ISO/IEC 20000, what do you recommend we should start with? 

A: Talk to Marval North America so that we can help you determine which the best approach for your organization is. Every organization is different, and an important project such as this must be developed to suit your particular requirements. 

Q: We already have ISO 9000 certification - do we need ISO/IEC 20000 as well? 

A: If you are wish to certify your IT Service Management processes specifically, then ISO/IEC 20000 is the standard for you. It is not directly related to ISO9000 but there are some areas of overlap between the standards. 

Q: We are planning to implement ITIL within our organization. I have been made responsible for this but don't know where to start. Can Marval help me?

A: Marval North America has helped many organizations implement and embed ITIL® into their way of working.  As co-authors and practitioners of ITIL, our affliate Marval Software Limited possess a wealth of real-world pragmatic advice for you whether you are new to ITIL® or familiar with it already. This advice is provided through Marval and Marval North America's knowledge-transfer approach to working with all its customers.

For an initial discussion of your requirements Contact Marval North America training & consultancy at:

T: +1 (705) 840-6000 or E: info@marvalna.com

Q: What are the differences between ITIL and ISO/IEC 20000?

A: ISO/IEC 20000 is aligned and underpinned by ITIL but the key points of difference are:

  • ITIL is NOT prescriptive - ISO/IEC 20000 IS
  • ITIL does NOT insist on continual improvement - ISO/IEC 20000 DOES
  • ITIL does NOT insist on evidence to prove quality and progress - ISO/IEC 20000 DOES
  • ITIL quality CANNOT be externally/internally audited or benchmarked - ISO/IEC 20000 quality CAN
  • ITIL is NOT being demanded by business - Governance controls, agility, auditability and accountability ARE
  • ITIL is NOT a business and/or organizational certification - ISO/IEC 20000 IS

Q: What formal IT Service Management certification courses do Marval North America offer?

A: Marval North America's comprehensive Education Prospectus provides full details of all the courses we provide. They include:

  • ITIL® Foundation Certificate in ITSM
  • ISO/IEC 20000 Foundation Course

Q: Why should I choose Marval North America to help my organization attain ISO/IEC 20000? 

A: Marval North America provides an integrated range of services covering training and consultancy, all of which can support you in your journey towards ISO/IEC20000 certification. There are various ISO/IEC 20000 education options available to you including  our popular 'Getting ready for ISO/IEC 20000' program - our comprehensive consultancy service designed to help and support you right from the beginning of your ISO/IEC 20000 journey all the way through to your first audit and beyond.

For full details of all our ISO/IEC 20000 offerings, including formal certification courses, please contact us T: +1 (705) 840-6000 or E: info@marvalna.com