ISO 20000 Service requirements – these are the guidelines while delivering the services. The IT Service Project Executive ensures that service requirements are identified, documented, and fulfilled (once the service is in the live environment). And, they will dictate what and how the IT organization is doing.
The project executive would be responsible for the imepelemntation of various process of the ISO 20000 standard.
• Processes – The IT Service Project Executive ensures that (as the name implies) the processes required to deliver the services are managed. Therefore, the IT Service Project Executive needs to ensure that roles and responsibilities for the processes are defined and processes are designed, implemented, and improved.
• Assets –The IT Service Project Executive needs to ensure that they are properly managed in order to fulfill all set requirements (e.g., contractual obligations towards the customers). In real life, that means to deliver services as agreed in the SLA (Service Level Agreement, see the article What’s the content of an ITIL/ISO 20000 SLA? to learn more) by avoiding “firefighting” activities.
• Reporting –Firstly, the IT Service Project Executive needs to know how the IT organization is performing. Secondly, top management wants to have an overview of the performance of the services. Additionally, they would also like to know which improvement possibilities, i.e., initiatives there are. The IT Service Project Executive needs to deliver reports to fulfill those requirements.
• Human Resources – those activities include defining and fulfilling staffing requirements, and ensuring that appropriate knowledge is identified and applied inside the ITSM organization. The IT Service Project Executive needs to increase awareness related to the services provided among the members of the organization’s management, as well as among other employees inside the organization.
• Communication – An IT organization can increase in complexity (due to an increased number of supported services, and the resulting related technology and personnel involved). Therefore, communication inside the organization, as well as with the “rest of the world,” gains importance. The IT Service Project Executive needs to ensure that all relevant information is communicated (e.g., inputs needed to define or support the service, reports, escalations, etc.) as well as that appropriate communication tools are available.
• Third parties – an IT organization can rarely do everything without the involvement of third parties (e.g., consultant(s) or suppliers of various hardware/software). Therefore, relationships with third parties need to be defined, managed, and monitored. That’s what the IT Service Project Executive needs to ensure.


Qualification: Degree qualified with ITIL Foundation/ or ISO 20000 Certification. Candidate should have between 0-3 years’ experience in ISO 20000 Implementation environment.
Application: Send your CV and Copy of your ISO 20000 / ITIL certification to: info@dutconsulting.com on or before Friday 29 October, 2021.