16. Feedback

We have led various projects to implement ITIL® processes or to prepare for ISO/CEI 20000 certification. The three main concerns of Service Management System managers are..:

• firstly, a diagnosis of the state of the existing organization;

• then, a precise assessment of the effort required to bring the company up to standard and meet the requirements;

• finally, to have a steering tool to check that the target is being met and that the organization is improving.

To meet these legitimate needs, we have developed and implemented a requirements management and audit/diagnosis/evaluation support system (ADES). This system records findings in a database and tracks improvement actions.

Example of an ISO/IEC 20000 requirement...