iso 20000- what it is and how it relates to itil v3-- john dimaria
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7/27/2019 ISO 20000- What It is and How It Relates to ITIL V3-- John DiMaria
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John DiMaria; Certified Six Sigma BB, HISPBSI Product Manager; ICT (ISMS,ITSM,BCM)
ISO20000: What it is and how it relates to ITIL v3
2006 BSI Management Systems All Rights Reserved
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Objectives and Agenda
To raise awareness, to inform and to enthuse
ISO20000 what is it?
ISO20000 how does it relate to ITIL3?
ISO20000 why do you need it?
ISO20000 how to achieve certification Summary
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ISO20000 What is it?
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ISO/IEC 20000
Part 1 Specification for Service Management
ISO/IEC 20000-1: 2005 Part 2 Code of practice for Service Management
ISO/IEC 20000-2:2005
To promote the adoption of an integrated processapproach to deliver managed services to meet thebusiness and customer requirements
ISO/IEC 20000-1:2005
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Part 1 and Part 2
Part 1 Specification
Management with appropriate
authority shall approve aninformation security policy thatshall be communicated to allrelevant personnel andcustomers where appropriate.
Part 2 Code of Practice
The service providers staff with
information security rolesshould be conversant withBS7799 (ISO17799/ISO27001).
Audit is against part 1. Assess and Aim initially for minimum
requirements part 1; Use Part 2 for guidance and
continuous improvement
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History
UK Government launches IT Infrastructure Library (ITIL)in 1989
ITIL defines best practice processes and procedures
ITSMF formed in 1991 to further develop best practice
BSI Service Management committee develops a code ofpractice book and then a standard aligned to ITIL
BS 15000 first published in 2000 as a specification
Early adopters programme led to revised edition in 2002
Certification scheme available from November 2003
Adopted as ISO 20000 in December 2005
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Product Fit
ISO 20000ISO 20000 ISO 27001ISO 27001
ISO 9001:2000ISO 9001:2000ISO 9001:2000
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Process mapped to organizational unit
IT
Manager
Operations and
Network Management
Office Automation
and Telematics
Software
Department
Service
Desk
Print
and Mail
Project
Organization
Software Maintenance
and Application
Management
Organization
Process
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The worlds first IT service management processstandard
that provides the industry with a standard that can be used for auditingand assessing internal service providers and external suppliers acrossthe supply chain
Scope of ISO 20000Customer
Supplier
AServiceProvider
Supplier B(Lead
Supplier)
Supplier 2Supplier1 Supplier 3Supplier2
To help organizations provide a quality service and be cost effective viaprofessional service management
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ISO20000 Process Framework
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Plan, Do, Check, Act Management System
Manage ServicesManage Services
PLAN
Plan service
management
PLAN
Plan service
management
DO
Implement
Service
Management
DO
Implement
Service
Management
CHECKMonitor, Measure
and Review
CHECKMonitor, Measure
and Review
ACT
Continuous
Improvement
ACT
Continuous
Improvement
Management Responsibili tyManagement Responsibi lityBusiness
Results
Business
Results
Customer
Satisfaction
Customer
Satisfaction
New or changed
service
New or changed
service
Other process,business,supplier, customer
Other process,business,supplier, customer
Team & People
Satisfaction
Team & People
Satisfaction
Business
requirements
Business
requirements
Customer
requirements
Customer
requirements
Request for new
or changed services
Request for new
or changed services
Other Teams,
e.g. Secur ity
Other Teams,
e.g. Security
Other process,business,supplier, customer
Other process,business,supplier, customer
Source: ISO 20000
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ISO20000 How does it relateto ITIL
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IT Service Management Framework
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ITIL v3 Lifecycle Framework
ServiceTransition
Continual ServiceImprovement
Contin
ualSe
rvic
e
Improv
eme
nt
ContinualS
ervice
Improv
ement
ServiceOperation
ServiceDesign
ServiceStrategies
ITIL
Governance MethodsStandardsAlignm
ent
CaseStudies
Templates
Scalabilit
y
Quick
Wins
Qualifications
StudyAids
Know
ledg
e&Skill
s
S
pecialt
yT
opic
s
Executiv
eIn
troductio
n
ServiceTransition
Continual ServiceImprovement
Contin
ualSe
rvic
e
Improv
eme
nt
ContinualS
ervice
Improv
ement
ServiceOperation
ServiceDesign
ServiceStrategies
ITIL
ServiceTransition
Continual ServiceImprovement
Contin
ualSe
rvic
e
Improv
eme
nt
ContinualS
ervice
Improv
ement
ServiceOperation
ServiceDesign
ServiceStrategies
ITIL
Governance MethodsStandardsAlignm
ent
CaseStudies
Templates
Scalabilit
y
Quick
Wins
Qualifications
StudyAids
Know
ledg
e&Skill
s
S
pecialt
yT
opic
s
Executiv
eIn
troductio
n
Governance MethodsStandardsAlignm
ent
CaseStudies
Templates
Scalabilit
y
Quick
Wins
Qualifications
StudyAids
Know
ledg
e&Skill
s
S
pecialt
yT
opic
s
Executiv
eIn
troductio
n
ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office
ITIL
(c) Crown Copyright 2007Reproduced under
Licence from OGC
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Common processes across ISO20000 and ITIL v3
Incident Management
Problem Management Service Level Management
Service Reporting
Supplier Management
Capacity Management
Information Security Management Change Management
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Similar processes across ISO20000 and ITIL v3
Release Management
Release and Deployment Management in ITIL v3
It additionally covers deployment approaches and knowledge transfer inmore detail, and early life support
Configuration Management
Service Asset and Configuration Management in ITIL v3
Manages service assets from acquisition to disposal
Provides a configuration model of services, assets and infrastructure, and theirrelationships
Service Continuity and Availability Management
Two separate processes in ITIL v3
Budgeting and Accounting for IT Services
Financial Management in ITIL v3
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Processes within ISO20000 but not ITIL v3
Business Relationship Management
This is mentioned briefly in the ITIL v3 Service Strategybook but is not expanded to be a process
Some elements such as Customer Satisfaction Surveyand addressing complaints are covered in the ITIL3 SLMprocess
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Functions
ISO20000
None ISO20000 is
process based and does notcover functions
ITIL v3
Service Desk
IT Operations Management
Application Management
Technical Management
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Roles
ISO20000 ITIL v3
Top/Executive Management not defined
Senior Responsible Owner not definednot defined Service Owners
Process Owners Process Owners/Managers
not defined Functional Group Managers
Contract Managers Contract Managers
Individual(s) responsible for customersatisfaction and the whole businessrelationship process
Business Relationship Manager
not defined Product Manager
not defined Service Design Manager
not defined Chief Sourcing officer
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Key Corresponding DocumentsISO20000 ITIL v3
Service Improvement Policy Continual Service Improvement Policy
Configuration Management Policy Service Asset and Configuration Management Policies
Release Policy Release Policy
Financial Policy Financial Plans and Budgets
Information Security Policy Information Security Policy
Service Level Agreements, SupportingService Agreements and Contracts
Service Level Agreements, Operating Level Agreementsand Contracts
Emergency Change Policy Change Management Plans
Service Improvement Policy
Plan for improving the serviceService Improvement Plans
Availability, Service Continuity, Capacity,Roll Out and Release Plans
Availability, IT Service Continuity, IT Recovery, Capacityand Release Plans
Documented Processes and Procedures Appropriate Process Documentation
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Other Key DocumentsISO20000
Service Management Policy
Service Management Plan
Definitions of Service Management Roles,Responsibilities and their competencies
Framework of Management Roles andResponsibilities
Plans for New and Changed Services
Document Management Procedures
Risk Management Approach
Methods for Monitoring and MeasuringProcesses
Audit Procedure and Audit Plan
Complaints process
Security Controls
List of Stakeholders and Customers Service Report Descriptions
ITIL v3
Stakeholder Management Strategy
Service Portfolio
Service Design Package
Service Level Package
Test Strategy
Service Catalogue
Reporting Policy
Knowledge Management Strategy
Projected Service Outage
Change Schedule
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Mapping Summary
ISO20000 ITIL v3
Standard and Code of Practice Best Practice
Certification for a service provider Qualifications for individuals
Definitive high-level requirementsfor processes and management
system
Detailed Best Practice guidance,description and implementation
aidsOrganisational structureindependent
Defines many function and processroles and responsibilities
13 processes; no functions,
lifecycle not explicitly specified
26 processes and four functions
documented in five lifecycle stages
Definitive set of requireddocuments
Descriptions of key documentation
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ISO20000 Why do you need it?
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Why do we need Service Management?
The Business is more and more dependent on IT
Complexity of Technology constantly Increases
Customers are demanding more for less
Global competitiveness growing at rapid rate requiring a more flexible
approach to integration
Stronger focus on controlling costs of IT
Low customer satisfaction levels (Not surveys)
Information Governance Regulations
Customers have become services focused with a strong orientation
related to service levels and costs.
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Drivers
Move from investing in tools to develop software tomanaging the quality of these systems and linkedprocesses once they are live
The need to deliver cost effective service delivery
Lack of guidance and accepted standards
Raising the profile of the IT department
Government / ITIL / ISO20000
Employee
retention
Employee
retention
Internal
Services
Quality
Internal
Services
Quality
EmployeesatisfactionEmployee
satisfaction
Value
for
customers
Value
for
customers
CustomersatisfactionCustomer
satisfaction
Employee
productivity
Employee
productivity
Customerloyalty
Customerloyalty
I
n
v
e
s
t
m
e
n
t
I
n
v
e
s
t
m
e
n
t
Revenue
growth
Revenue
growth
ProfitabilityProfitability
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Drivers to achieving certification to ISO20000
External service providers
ISO20000 is becoming a basic bidrequirement especially for IT ServiceProviders, in the same way as ISO9000
ten years ago Gives confidence to customers in
selecting an external service providerwho is ISO20000 certified
Provides a competitive edge
Internal service providers
Significant milestone for an ITdepartment demonstratingprofessionalism that has beenindependently certified
Generic drivers for all
Hard evidence that Quality of ITSMis taken seriously
Supports the business to operatemore effectively
Enforces a method of review andassessment linked to continuousimprovement
Staff morale boosted by working ina controlled environment
Enforces process compliance byturning the shoulds into shallsso that all the benefits of best
practice ITSM will be gained
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Certification to ISO 20000
ISO 20000 is increasingly seen as the qualitystandard for IT Service Management
Many companies striving to adopt for its benefits tothem and to also help qualify and choose suppliersand partner organizations
Only a formal certification scheme providesindependent verification of compliance
Raises internal profile
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Gartner view of ISO20000 - 2006
By 2008 ITIL Compliance will be a buyingcriteria in 75% of relevant IT sourcing
decisions (0.8 probability)By year end 2008 at least 60% public
sector and at least 30% private sectorrelevant IT sourcing deals in mature ICTeconomies will demand ISO/IEC 20000
certification in their RFPs (0.6probability)
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Samsung Case Study
Benefits
Verification of IT services delivery meeting the
needs of our topnotch customers 37.5% reduction in operational problems through
proactive problem management
Paradigm shift on IT service management fromthe technology-centered to the customer-oriented
Demonstrating strengths as a strategic partner inIT outsourcing market both internally andexternally
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ISO20000 How to achievecertification
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Implementing Service Management
Some of the biggest challenges IT teams face whenimplementing Service Management include:
1) getting the attention and commitment of seniormanagement and
2) ensuring acceptance and adoption of managedchange throughout the organization.
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Preparation Assessment Implementation
What is the vision?
What are our objectives?
Where are we now?
Where do we want to be?
Are we there?
How do we get there?
Service Improvement Program
Implementing Service Management
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Implementing Service Management
Preparation Assessment Implementation
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Preparing for ISO20000
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Planning and Business case
Use gap analysis to plan way forward including quick wins
Costs:
Auditors
Internal staff involvement
External consultancy
Training
Tools Benefits:
Quantifiable service improvements, staff savings, cost savings andcontrol, holding onto contracts, winning contracts if requirement of bids,
taking on more services with same staff numbers etc Non-quantifiable quality improvements, competitive edge, staff morale,
customer satisfaction etc
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Establish Management System and Processes
Use a process approach to
implementation
Examine each key componentin the process
Examine issues
Compare current status VSrequirements
Take action on the differences
and improve
Organizational skil lsassessment and training plan
Use a specified case study as
guidance
Process ownership
R esponsibil ity
A uthority S kil ls
A ccountability
R ecognition
The RASARs edge
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Certification Assessment Stages
Pre- audit assessment
(optional)
Documentation Assessment
Compliance Assessment
Pre-certification
Post-certification Continuing Assessment Triennial Re-assessment
Certification Body Issues Certificate
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Common Pit Falls to implementation
1. Existing processes & procedures did not always align
2. Some processes did NOT exist, others not being used
3. Some staff did not really understand the difference betweenprocess & procedure
4. Implementation resource staff still had to do their day job
5. Staff reluctant to admit if they dont know or understand
requirements
6. Scope creep
7. Not EVERYTHING recorded or measured, especially
performance of identified improvements8. Concentration on tools rather than process implementation
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How long will it take?
For a company who has not yet implemented ITIL
Approx. 18 months
For a company who has implemented ITIL well Approx. 9 months
Remember that once the processes are designed and
documented, they need to be rolled out and run for about3 months before being audited to prove compliance
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Summary
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Qualifications
ISO20000 consultant (ITSMF) 3 day course examining part 1, part 2 and the certi fication process
Pre-requisite is ITIL Foundation + 5 years relevant IT experience
ISO20000 auditor (ITSMF)
2 day course examining part 1 in detail with an overview of part 2 and thecertification process
Pre-requisite is ISO9000/ISO27001/TickIT certified auditor or certif ied internalauditor
Service Quality Management Foundation (EXIN) 3 day course examining part 1, part 2 and the quality management systems in
ISO9000
Pre-requisite is IT Service Management experience, preferably the ITILFoundation
Many training providers offer non-accredited courses including awareness,planning to implement ISO20000
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ISO 20000 Publicly AvaliableTraining
Understanding ISO 20000:20051 Day
ISO 20000:2005 - Internal Auditor course3 Days
Implementing ISO 20000:20052 Days
Lead Auditor ISO 20000:2005
5 Days Expected Launch October 2007
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ISO20000 Certified Organizations
161 Certified Organizationsat April 2007
External:Internal serviceprovider ratio is approx. 2:1
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ISO 20000 The Future Businesses are beginning to demonstrate increasingdemand for ISO 20000-1:2005 certification
Certification will become a key market differentiatorand pivotal in the selection of supplier and partnerorganizations.
Because of it s strong structure and ability to showROI, ISO 20000 will be THE frame work of choice for ITService Management.
The standard itself wil l evolve to aid clarity, respond to
feedback and align with ITIL3
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References
ISO/IEC 20000
www.iso.org
www.bsi-global.com
www.ansi.org
ISO20000 pocket guide
www.itsmf.com
BSI: Achieving ISO20000 series BSI: A managers guide to service management
BSI: Self assessment workbook
www.bsi-global.com
ITSMF Certification scheme
www.isoiec20000certification.com
http://www.iso.org/http://www.bsi-global.com/http://www.bsi-global.com/http://www.isoiec20000certification.com/http://www.isoiec20000certification.com/http://www.bsi-global.com/http://www.bsi-global.com/http://www.iso.org/ -
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Thank You
John.dimaria@bsi-global.com
314-831-7835inquiry.msamericas@bsi-
global.com
www.bsiamericas.com
703-437-9000
mailto:John.dimaria@bsi-global.commailto:inquiry.msamericas@bsi-global.commailto:inquiry.msamericas@bsi-global.comhttp://www.bsiamericas.com/http://www.bsiamericas.com/mailto:inquiry.msamericas@bsi-global.commailto:inquiry.msamericas@bsi-global.commailto:John.dimaria@bsi-global.com
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