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  • ISO/IEC 20000 present and future - applicable to all IT enabled services

    Lynda Cooper


    July 2015

    8/14/2015 1 Service 20000 Ltd 2015

  • Lynda Cooper Project editor ISO/IEC 20000-1

    Chair of BSI committee

    UK representative to ISO committee

    Deputy chief examiner APMG for ISO20000

    Auditor for Exin for ISO20000, ISO27001, ITIL, Agile

    ISO27001 Lead Implementer

    UKAS assessor for ISO20000 and ISO27001 (assess the certification bodies)

    ITIL Master

    Independent consultant and trainer


    8/14/2015 Service 20000 Ltd 2015 2

  • What do these have in common?

    Service 20000 Ltd 2015 8/14/2015 3

  • Agenda Introduction

    ISO20000 overview

    ISO20000 in a changing service environment

    The revision of ISO20000

    Your suggestions for the future of ISO20000

    Make it interactive please

    8/14/2015 Service 20000 Ltd 2015 4

  • ISO20000 pedigree 1995 Book - Code of practice for ITSM

    1998 Revised smaller edition book o awarded innovation of the year by ITSMF

    2000 BS15000

    2005 ISO/IEC 20000-1

    2011 ISO/IEC 20000-1 Other parts

    o ISO/IEC 20000-2: 2012 : Guidance on the application of service management systems

    o ISO/IEC 20000-3: 2012 : Guidance on scope definition and applicability of ISO/IEC 20000-1

    o ISO/IEC 20000-5: 2013: Exemplar implementation plan for ISO/IEC 20000-1

    o ISO/IEC 20000-9:2015: The application of ISO/IEC 20000-1 to cloud services

    o Part 10 concepts and vocabulary o Part 11 mapping to ITIL (not yet published)

    o ISO/IEC 27013, ISO/IEC 90006 Integration guidelines for 27001 and 9001

    8/14/2015 Service 20000 Ltd 2015 5

  • Scope of ISO20000 The management of Information, Communication

    and Technology Enabled Services

    Examples o IT services

    Infrastructure management

    Application management

    Desktop support


    o Telecoms

    o Media

    o Cloud services

    o Business process outsourcing

    o .

    8/14/2015 Service 20000 Ltd 2015 6

  • Non-IT Enabled Survey Who has an ISO20000


    Who works in an organisation with ISO20000 certification?

    Who is sceptical about the value of ISO20000?

    8/14/2015 Service 20000 Ltd 2015 7

  • ISO20000 overview

    8/14/2015 Service 20000 Ltd 2015 8

  • What is ISO/IEC 20000

    8/14/2015 Service 20000 Ltd 2015 9

    What it is: o A standard that includes the

    design, transition, delivery and improvement of services that fulfil service requirements and provide value for both the customer and the service provider

    o A management system standard (like ISO9001) that can be assessed for compliance

    What it is not: o A product or tool standard o A service standard o A maturity model


    Service Provider Internal or External

    Lead Supplier(s) or Supplier(s)

    Sub-contracted Supplier(s)


  • ISO20000 Myths

    8/14/2015 Service 20000 Ltd 2015 10

    Lots of documentation that is purely for the standard

    Only for large organisations

    Only for IT infrastructure

    Based on ITIL, must use ITIL

    Too slow and bureaucratic

  • Typical benefits Supports the business to operate more effectively Improved quality of service

    Increased business/customer confidence

    Controlled costs

    Improved reputation, consistency and interoperability

    Enables better understanding of business, roles and processes

    Staff morale boosted by working in a controlled environment

    Major milestone for a service provider: demonstrates professionalism and serious intent

    Competitive edge for selection of an external service provider Provides method of review that assures continual


    Ability to develop integrated management system

    Turns the shoulds into shalls leading to fully integrated processes

    8/14/2015 Service 20000 Ltd 2015 11

  • ISO/IEC 20000 processes

    8/14/2015 Service 20000 Ltd 2015 12

    The generic




    The SM


    Service management system (SMS) (4) Management responsibility Governance of processes operated by other parties Establish the SMS Resource management - Scope - PDCA Documentation management Resource management

    Service delivery processes (6) Capacity management Service level management Service reporting Service continuity & availability management

    Relationship processes (7)

    Business relationship management

    Supplier management

    Resolution processes (8) Incident and service request management Problem management

    Information security management

    Budgeting & accounting for services

    Design and transition of new or changed services (5)

    Control processes (9) Configuration management

    Change management Release and deployment


  • PDCA methodology applied to SM

    8/14/2015 Service 20000 Ltd 2015 13

  • Further information BSI books

    o A managers guide to service management

    o Introduction to the ISO/IEC 20000 series

    APMG web site ISO20000 blogs

    Many LinkedIn forums

    Qualifications o BCS ISO20000 Foundation

    o APMG ISO20000 Foundation, Practitioner, Auditor

    o Exin

    o PeopleCert

    8/14/2015 Service 20000 Ltd 2015 14

  • Questions Can ISO 20000 help you create, deliver,

    support and improve technology that enables your business?

    If ISO20000 is based largely on ITIL, then how can ISO20000 be relevant today when ITIL is largely out of date?

    Do you believe that you can use a standard to help drive change and simplify what, how, who, when and why technology for an organisation?

    How can ISO20000 help SIAM, Agile, ITSM and business governance?

    8/14/2015 Service 20000 Ltd 2015 15

  • ISO20000 and changing service environments

    Is ISO20000 applicable for changing services environment

    such as Cloud, 'as a service' models, SIAM, Devops,

    LeanITSM, Agile and ITIL.

    8/14/2015 Service 20000 Ltd 2015 16

  • ISO20000 and other frameworks

    Principle: ISO/IEC 20000-1 should allow the use of any framework,

    commercial or public, in order to

    achieve certification.

    ISO standards are not allowed to

    favour one framework

    8/14/2015 Service 20000 Ltd 2015 17

  • ISO20000 and ITIL

    8/14/2015 Service 20000 Ltd 2015 18

    ITIL is the most


    framework used

    with ISO20000

    ITIL and ISO20000

    have different

    purposes so they will

    never be the same Problem



  • ISO20000, Cloud and as a service models

    See ISO20000 part 9 the application of ISO/IEC 20000-1 to cloud services

    A typical cloud services lifecycle is followed with reference to part 1 requirements

    The scope of part 9 states: o This part of ISO/IEC 20000 provides guidance on the use of ISO/IEC 20000-

    1:2011 for service providers delivering cloud services. It is applicable to different categories of cloud service, such as those defined in ISO/IEC 17788/ITU-T Y.3500 and ISO/IEC 17789/ITU-T Y.3502, including, but not limited to, the following:

    o a) infrastructure as a service (IaaS);

    o b) platform as a service (PaaS);

    o c) software as a service (SaaS).

    o It is also applicable to public, private, community, and hybrid cloud deployment models.

    o The applicability of ISO/IEC 20000-1 is independent of the type of technology or service model used to deliver the services. All requirements in ISO/IEC 20000-1 can be applicable to cloud service providers.

    8/14/2015 Service 20000 Ltd 2015 19

  • ISO20000 and Devops

    8/14/2015 Service 20000 Ltd 2015 20

    Devops spans entire

    delivery lifecycle

    Origins in Agile

    When preparing for

    service delivery and

    delivering, what in

    ISO20000 is not


  • ISO20000 and Lean Lean, 6-Sigma

    o great ways to support continual improvement, a

    key requirement of ISO20000

    The central concern of Lean is the

    elimination of waste, where waste is work

    that adds no value to a product or service.

    Just make sure that any proposed changes

    to the SMS as a result of LEAN initiatives

    retain conformity to ISO20000 requirements

    8/14/2015 Service 20000 Ltd 2015 21

  • ISO20000 and Agile Agile what a great way to

    work for changes, and improvements during service delivery

    If Agile has been used for development and results in some early delivery of functionality, then a decision needs to be made if this becomes subject to ISO20000

    o is there any reason not to?

    8/14/2015 Service 20000 Ltd 2015 22

  • ISO20000 and SIAM Principle: The ISO/IEC 20000 series should be applicable to all

    sizes (


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