using itil and iso/iec 20000 together: a global view · using itil® and iso/iec 20000 together: a...

Using ITIL® and ISO/IEC 20000 together:

a global viewDr. Jenny Dugmore

Service Matters

International

Using ITIL® and ISO/IEC 20000 together: a global view 2

1 Why market research?There is a commonly held view that there is synergy from the use of ITIL and ISO/IEC 20000 together. This

view has been tested by the first phase of research into the benefits that organizations obtain (or do not

obtain) from the using both ITIL and ISO/IEC 20000. The second phase and long term objective of this

research is to develop case studies illustrating the quantified benefits from the combined use of ITIL and

ISO/IEC 20000.

2 Information gathering The first phase of the research was a survey targeted at the service management industry, especially practitioners. The survey obtained views of:

■ use of ITIL alone and of ISO/IEC 20000 alone;

■ strengths and weaknesses of using ISO/IEC 20000 and ITIL together;

■ benefits and barriers to adoption of both;

■ certification under ISO/IEC 20000-1.

The survey was developed in English by a panel of experts on ITIL and ISO/IEC 20000 and then piloted in Japanese, via itSMF-Japan. After a successful pilot, it was translated into French, Castilian Spanish and Latin American Spanish.

The views of a very wide range of people were obtained. APMG International and Service Matters are grateful for this help. Particular thanks go to Jouji Koyama of Fujitsu, itSMF-Japan and the ISO group responsible for ISO/IEC 20000, for help with translation and distribution of the link to the survey.

The first phase of work also requested volunteers for follow-on interviews to collect supplementary information and for case studies.

Options under consideration for the second phase include collecting views on a continuing basis and extending the survey to more languages. For example, the Chinese languages. China not only has the largest population, there is anecdotal evidence of rapid growth in the number of organizations certified under ISO/IEC 20000-1. However, the results of this research do not yet allow this to be quantified.

3 Executive summaryInformation was collected using an online survey and was from 544 people in 60 countries, with over 60% in service delivery or service improvement roles. The survey captured the views of those aware of at least one of ITIL or ISO/IEC 20000. Many of the 544 used both. A high proportion of those that responded work for organizations that are members of itSMF. 200 people volunteered to be contacted for follow up interviews, representing a mixture of countries, languages, roles and views.

The survey results show that a second phase of collecting additional information and case studies will be worthwhile. It also provided interesting insights into the use of both ITIL and ISO/IEC 20000 in addition to those originally sought to act as the basis for the second phase.

The survey results show that there is broad-based support for the view that using ITIL and ISO/IEC 20000 together adds value. The respondents were asked to choose statements that best matched their views. The statement with the most support is ‘Improvements in processes’. ‘Improvements in services’ is almost as well supported. This is the case irrespective of if the organization is certified or not. The least support is for ‘ISO/IEC 20000 provides certification for ITIL’. This statement prompted a wide range of responses from very strong objections through to full support.

Over 80% (440) of those that responded are using ITIL. The survey did not ask to what extent ITIL has been adopted, but comments indicate that partial adoption is normal1. For example, only incident and problem management, or more extensive adoption, but only for part of a large organization. The survey did not ask which version of ITIL is used, although comments indicate that some organizations are still using v2.

I believe one complements the other

ISO provides evidences and ITIL provides practices

1Those with an interest in the extent of ITIL adoption will find the following of interest: Review of recent ITIL® studies by Rob England, November 2011. http://www.best-management-practice.com/gempdf/Review_ITIL_Studies_White_Paper_Nov11.pdf


Of those 440 organizations that have adopted ITIL:

■ 84% are aware of ISO/IEC 20000;

■ 26% use ISO/IEC 20000 but are not certified under ISO/IEC 20000-1;

■ 28% are certified under ISO/IEC 20000-1.

The results support the view that most organizations using ISO/IEC 20000 have done so after adopting ITIL. The use of ISO/IEC 20000 varies by country/region. For example, in Central & South America a lower percentage are certified under ISO/IEC 20000-1. In contrast, all Spanish ITIL users that responded are aware of ISO/IEC 20000 and 63% are certified under ISO/IEC 20000-1.

A small percentage of organizations have adopted ISO/IEC 20000 but are not ITIL users. 9% of organizations that use ISOI/IEC 20000 but are not certified have not adopted ITIL. 5% of certified organizations have not adopted ITIL. There is no clear pattern of what, if anything, is used instead of ITIL.

Actual and planned use of both ITIL and ISO/IEC 20000 indicates there is a large latent demand for either or both, even in countries such as the UK, where both have been available for use for over 10 years (as ITIL v2 and BS 15000).

The survey indicated that the key factors that influence the take-up of one or both are believed to be a complex mix of:

■ Language & region or country

■ Culture, economic status and political system

■ itSMF established / role models / local enthusiasts

■ Use of other standards, e.g. ISO/IEC 27001 (for information security) or ISO 9001(for quality management)

Although use of ISO/IEC 20000 normally follows on from use of ITIL, people/countries that are not native English speakers are more likely to use ISO/IEC 20000 before or instead of ITIL than native English speakers. For example, in Canada, the take-up of ISO/IEC 20000 was initially largely limited to English-speakers, but the survey shows a faster growth of interest among French-speaking Canadians.

Rapid and recent changes in culture, economic status and political system are all likely to pre-dispose an organization to the use of ISO/IEC 20000 for certification. For example, increased credibility and market advantage in countries without a long established framework of regulations and legislation controlling service providers. There is evidence of this from the survey results. Anecdotally, this approach is more common in countries such as those that were previously part of the USSR and some countries in Africa or Central & South America where political or economic change has been rapid.

Where countries have few examples of successful adoptions of ITIL or there are few certifications under ISO/IEC 20000-1. The establishment of an itSMF Chapter, or the influence of a small number of locally based enthusiasts appears to make a difference to the rate of take-up. It also affects which of ITIL or ISO/IEC 20000 is used first. For example, ISO/IEC 20000 is the most common starting point for French-speaking West Africa, very different to most native English speaking countries.

In countries where there is already widespread use of International Standards there is evidence of growth in ISO/IEC 20000. Organizations that have used ISO/IEC 27001 (information security) or ISO 9001 (quality management) are more likely to be pre-disposed towards certification under ISO/IEC 20000-1 for service management. For example, Japan still has the highest number of certifications under ISO/IEC 27001 and so the relative popularity of certifications under ISO/IEC 20000-1 in Japan is not a surprise.

4 The results4.1 Who responded?The link to the survey was mainly sent out via itSMF and via members of the ISO group responsible for ISO/IEC 20000. Many people distributed the link to the survey to others, including via the social networking LinkedIn. Also, people that respond to surveys are not a random sample, but are always a self-selecting group. Therefore, most people that responded to this survey have an interest in and use either or both of ITIL and ISO/IEC 20000. However, as a record of the views of this interested group, the results are sufficiently reliable for broad-based conclusions to be drawn and to act as the basis of more research.

ISO20000 has much greater emphasis on governance, audit evidence, and policy and SMS. These concepts are somewhat disparate in all ITIL books

We have held ISO/IEC 20000 (and 9001 and 27001) for all major service delivery centers since 2008

We are implementing ITIL at the moment with the idea to go for the ISO 20k certification in the next two years


Figure 2: Responses by survey language

English48%

French23%

Japanese19%

Spanish (Castilian)

5%

Spanish (LA)5%

3%3%3%

3%4%4%4%

7%11%

12%14%14%

19%

Africa & Middle East

Denmark

USA

Central&South America excl. Peru

Switzerland

Peru

Spain

Other Europe

Canada

Other - Misc.

France

UK

Japan

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Figure 1: Responses by country or region

The survey design meant that the response to one question determined which question was asked next. For example, those that were unaware of ITIL were not asked any other questions on ITIL and instead directed straight to the questions on ISO/IEC 20000. Those that were planning to use ITIL were asked about their plans. Those that indicated that they were not interested in using ITIL were asked why. Similar logic was used to direct people to the next appropriate question for ISO/IEC 20000. Only those that were aware of both ITIL and ISO/IEC 20000 were asked about using both together. This simplified completion of the survey and reduced the time required, without loss of useful information.

The survey results are anonymous but information was collected on each respondent’s role, their organization’s size and type, language and location. This was so that the views of different groups/clusters of people could be compared and contrasted. The survey also collected data on which organizations responding are aiming for or already certified under ISO/IEC 20000-1.

Because the survey was anonymous, care has been taken to ensure it is not possible to identify the views of a particular individual. In some cases, this means responses from individuals are grouped, e.g. small numbers responding from countries were grouped into regions. An example of the grouping used is given in Figure 1, below.

Although the volume and range of responses was better than expected for this type of survey, the 544 responses equates to a tiny percentage of the millions of organizations involved in delivering services and using service management.

Responses were received from over 60 countries, but the number from each country was not representative of the population of each country. For example, 19% were from Japan and there were far fewer responses from the USA compared to the UK. China, with the World’s biggest population, was represented by only 11 responses, mainly from Hong Kong. Care has had to be taken when reporting the results to avoid the conclusions based on results skewed by the different number of responses per country.

Of the 660 responses, 116 were unusable and excluded from the analysis. These were usually those people who wanted to check the questions before passing the link to others. This is normal for online surveys of this type and it is important that these responses are excluded from the results.

Of the 544 responses, over 60% have a service delivery of service improvement role.

Currently, some of the IT management process are ISO9000 certified. In 2014, we plan to integrate the two, convergence to the ISO20000 standard will instruct the medium term

Used the right way both ITIL and ISO/IEC 20000 can support process and service improvement. Used the right way both ITIL and ISO/IEC 20000 can support cost reductions, but it’s normally a long term investment delivering the right service the right way (being effective and efficient) using the budget pro-actively rather than on reactive activities


Figure 3: Response counts by number of service management employees

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Making the survey available in several languages increased the range of people that responded to the survey, as shown in Figure 2. For example, French-speakers in Africa and Spanish-speakers in Central and South America.

The information used to support the comparison of clusters of people with the same characteristics included the number of service management employees, as shown in Figure 3. A high proportion of those that responded work for organizations that have relatively small number of service management employees.

Other information collected and used included roles, types and total size of organization.

4.2 The use of ITILThe majority of those that responded use ITIL, as shown in Figure 4.

The survey did not ask to what extent ITIL was used, but based on comments made this varies from use for only a small number of processes (typically only incident and problem management) through to the rare examples of ITIL in use across all service management.

Some comments indicate that ITIL is used only for some locations or departments within their wider organization.

A small minority (1%) have stopped using ITIL, mainly because ‘ITIL is too expensive’ or ‘ITIL is too difficult’.

Another small minority have ‘Not heard of ITIL’, 1%. It is difficult to draw conslusions from such small numbers of responses, but this is believed to be mainly where the introduction to service management was via ISO/IEC 20000 and not via ITIL, e.g. where there is a strong need for certification under an International Standard.

Within the overall averages, there are wide ranges of views. For example, only 60% of the people responding from Africa & Middle East and Central & South America have adopted ITIL, contrasting with almost 100% of those responding from the USA and Switzerland.

83% Use ITIL now

10% Intending to use ITIL in the future

3% Not interested in using ITIL

2% Dont know

Figure 4: Use of ITIL

1% Have stopped using ITIL

1% Not heard of ITIL

The employees are using ITIL self-study, as well as for their day-to-day operations

The organization is new (less than 2 years) so we are planning it for the future, when more mature

ITIL: Not invented here, all management practices must be in-house developed

If the main purpose is to obtain the certification, it will be difficult to adopt the ITIL portion in terms of the cost (in short, only minimal actions would be taken in order to obtain the certification)


37% Guidance on best practices14% Better customer satisfaction14% Basis for certification under 20000-1 13% Better alignment with business

8% Market advantage

6% Other benefits from using ITIL 3% Reduced risk 2% Lower service costs

1% Improved staff motivation and morale

Figure 5: Benefits of using ITIL

29% Certified under 20000-1

22% Intending to use 20000 in the future

19% Use 20000/not planning for certification

16% Not interested in using 20000 8% Working towards certification

4% Not heard of 20000

1% Have stopped using 20000

Figure 6: Use of ISO/IEC 20000

The respondents selected the single most important benefit of using ITIL. The most common is ‘Guidance on best practices’, as shown in Figure 5.

It was noted that very few people selected ‘Reduced risk’ or ‘Lower service costs’ or ‘Improved staff motivation and morale’ as the most important benefit. However, comments indicated that many people think there is more than one benefit, so even the least selected category might well be considered a sizeable benefit.

The responses to this question, as well as being interesting in themselves, were used to group clusters of people with similar views.

4.4 The use of ISO/IEC 20000 The respondents selected the single best match for their organization’s use of ISO/IEC 20000, as shown in Figure 6.

The largest category is ‘Certified under ISO/IEC 20000-1’, 29%. In addition, 8% are ‘Working towards certification’ and 22% are ‘Intending to use ISO/IEC 20000 in the future’. This is approximately 60% of those that responded to this question.

The next most frequently selected use of ISO/IEC 20000 is ‘Intending to use ISO/IEC 20000 in the future’, 19%. This category of use does not distinguish between intending to use ISO/IEC 20000 for certification and intending to use ISO/IEC 20000 without certification.

The third category is ‘Use ISO/IEC 20000/not planning for certification’. Comments on this include references to use of ISO/IEC 20000 as the basis of an assessment or review without the overhead of certification. Some respondents use ISO/IEC 20000 for training and consultancy and to help other organizations achieve certification.

16% selected ‘Not interested in using ISO/IEC 20000’. Comments are typically that ITIL is sufficient or that their customers do not ask for certification. A very small proportion of respondents use neither ITIL nor ISO/IEC 20000.

Most of the 4% that selected ‘Not heard of ISO/IEC 20000’ either use ITIL or are planning to use it in the future. There is no clear pattern of country, language, or role common to those that selected ‘Not heard of ISO/IEC 20000’.

1% selected ‘Have stopped using ISO/IEC 20000’. When this was selected, respondents were asked why. This is most often ‘Too expensive’, although 1% is only 5 responses in total.

ITIL can supplement ISO20000 in service design and transition so that the whole life cycle of an IT service can be better delivered and maintained

Required for outsourcing opportunities. We work to ITIL and ISO/IEC20000

We think it is difficult to continue our operation that vaguely complies with ITIL. Thus, by obtaining ISO/IEC 20000, which is a certification standard, some sort of compelling force will be created, helping us to continue our operation in compliance with ITIL


4.5 The benefits of using ISO/IEC 20000 for certificationThe respondents selected the single best match for ‘The benefit of using ISO/IEC 20000 for their organization’, as shown in Figure 7.

The results analysed first were for those that had used ISO/IEC 20000-1 for certification. The most commonly selected benefit is ‘Credibility improved’, 37%. This choice is similar in nature to ‘Market advantage’, 16%.

The benefit selected varied across country/region as shown in the supporting details at the end of this paper, Figures 21 to 60.

Top/senior management are reported to be both for and against certification, with views ranging from resisting any best practice developed outside their top managements’ control through to support for the adoption of best practices in order to become certified under ISO/IEC 20000-1.

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Africa & Middle East

Canada

Central&South America

Denmark

France

Japan

Other - Misc.

Other Europe

Spain

Switzerland

UK

USA

Figure 8: Percentage actually certified

37% Credibility improved 20% Better service

16% Market advantage 15% Top/senior management comitment

6% Legislative/regulatory compliance4% Reduced risk

2% Other benefit1% Lower service costs

Figure 7: Benefits of certification under ISO/IEC 20000-1

The proportion of those responding that worked for certified organizations was analysed by the country of the respondent, as shown in Figure 8. A very high proportion of the respondents in Spain work for organizations that have been certified. Nearly 40% of those responding from Japan also work for organizations that have been certified.

Responses from some countries, e.g. Canada and those grouped as Central & South America, showed a relatively small proportion is certified. This is at least partly due to how the link was distributed as well as to different national attitudes.

In response to separate question, 61% of all respondents also said certification under ISO/IEC 20000-1 is useful.

Our subcontractor has been certified for ISO/IEC 20000. The scale of the standard is too large for us to obtain in our own right

Some (mainly Governmental) opportunities specify ISO/IEC20K and our processess are built to enable this

ISO 20000 is not too prevalent in Western Canada

Investigate if this certificate is relevant for us and in Belgium - no timescales or scopes have been defined


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Africa & Middle EastCanada

Central&South AmericaDenmark

FranceJapan

Other - Misc.Other Europe

SpainSwitzerland

UKUSA

Figure 9: Latent demand for ISO/IEC 20000 certification

4.6 The benefits of using ISO/IEC 20000 without certification

Without certification

‘Better serice’ and ‘credibility

improved’ swapped round

Those that use ISO/IEC 20000 without intending to be certified selected ‘Better service’ more often than ‘Credibility improved’. This group are scattered around the world. No single country or region is dominant.

This cluster includes a higher than average proportion of respondents with project, training and consulting roles.

Many work for small organizations. Over 90% are users of ITIL and, not suprisingly, only 37% of this cluster think certification under ISO/IEC 20000-1 would be useful for their organization. In some cases their organization is not eligible for certification because they are not a service provider.

It is concluded that the higher percentage in Spain is partly due to ISO/IEC 20000 being relatively long established and local, enthusiastic support from those that distributed the link. There is also a Spanish Government scheme that encourages certification under International Standards.

Likewise, Japan is a big user of several International standards, so a relatively high percentage of certified organizations is predictable.

4.7 Latent demandThere are strong indications that there is a much larger market for adoption and use of both ITIL and ISO/IEC 20000 than the actual established base. This is referred to as latent demand. This view is based on the total number of organizations that could adopt one or both compared the actual number.

itSMF-UK has approximately 350 member organizations. In contrast the UK has over 2 million organisations2 registered for value added tax, of which approximately 75,000 employ over 50 people, 10,000 employ over 250 people and 900 employ over 10000 people.

Although information on what proportion of UK organizations are reliant on technology enabled services is not readily available, it is assumed that in the UK a majority of organizations are reliant and could benefit from one or both of ITIL and ISO/IEC 20000. This is expected to be particularly the case for larger organizations, such as the 10,000 organizations that each employ over 250 people.

Even the most cautious Fermi calculation supports the view that in the UK a minority of eligible organizations use ITIL and / or ISO/IEC 20000. If the other countries that responded are considered, it can be assumed that there will be a different mix of organizational size compared to the UK but that a pattern of only a minority currently using either ITIL or ISO/IEC 20000 will hold true. Again, this is support for the view that there is a large latent demand for both ITIL and ISO/IEC 20000.

2 ©Crown copyright, Uk Business: Activity, Size, and location - 2007

Certification is an added value but it is more important for staff

ISO/IEC 20000 is a measure of how well you operate you processes and should be an outcome not a driver

Of assurance for customers


Not heard of ITIL5%

Not interested in using ITIL

5%

Intending to use ITIL in the future

28%

Use ITIL now59%

Do not know3%

Figure 10: Use of ITIL in Central & South American countries

7.5 ITIL & 20000 together improves processes

7.4 ITIL adds value to 20000

7.4 ITIL & 20000 together improves service

7.2 20000 adds value to ITIL

5.8 ITIL & 20000 together reduces service costs

5.1 20000 provides certification for ITIL

Figure 11: How strongly do you agree with the statement

Support for the view that there is sizeable latent demand for ISO/IEC 20000 is also provided by comparison of the survey responses for those certified under ISO/IEC 20000-1 and those for which ISO/IEC 20000-1 certification is still an aspiration. For example: the countries grouped as Africa & Middle East have a high proportion of responses from organizations ‘Planning to use ISO/IEC 20000’ or ‘Working towards certification’. Figure 9 also shows that in Central & South Amercia and Canada, there is a much higher latent demand than the actual percentage of organizations that have been certified, as is shown in Figure 8.

There are a number of other differences. Most Swiss organizations already certified are in the German-speaking parts of Switzerland, although the survey was not available in German. The majority of responses from Switzerland were to the French language version of the survey, i.e. where there is a lower proportion of organizations already certified.

Canada is an interesting example of differences within a country. For the Canadian organizations, 25% of those certified responded to the French language survey and 75% to the English language version. The results indicate a faster growth in French-speaking Canada compared to English-speaking Canada. The reason for the slower start in use of ISO/IEC 20000 in French-speaking Canada is not clear. It is also unexpected because ISO published ISO/IEC 20000-1 and ISO/IEC 20000-2 simultaneously in English and French, so a time-lag due to translation is not an issue for Canada.

For those countries where there is high latent demand for certification, such as Africa & Middle East, the responses to the survey are also different to the average for all responses. A smaller proportion are established ITIL users. The organizational size and number of service management employees are also smaller than the average size for all responses.

Similarly, Central and South America are less likely to be users of ITIL than the overall average, i.e. 59%, compared to 83%. 90% of respondents from Central and South America consider certification would be useful, compared to 61% for the overall results.

4.8 Testing perceptions on use of the two together: six statements

There are many myths and many truths about ITIL and ISO/IEC 20000 separately and together. Perceptions of the two used together were tested by asking respondents to rate how strongly they agreed with a series of statements on using ITIL and ISO/IEC 20000 together. The six statements were developed by a panel of ITIL and ISO/IEC 20000 experts. The statements were designed to test a range of possible views on a scale of 1 for complete disagreement through to 10 for complete agreement with the six statements.

It was concluded from the results that there is broadly based support for the view that the two together add value. As shown in Figure 11, three statements are particularly widely supported with an overall average rating of 7.4/5 out of a possible 10.

To obtain ISO/IEC 20000 certification, we need to adhere to ISO/IEC 20000 requirements instead of following the ITIL way

The two are highly complementary as ISO/IEC 20000 is more specific about defining specific, observable targets while ITIL provides details as to how these targets might be attained

Used the right way both ITIL and ISO/IEC 20000 can support cost reductions


The statement ‘ISO/IEC 20000 adds value to ITIL’ was given an overall average of 7.0 out of a possible 10, compared to the statement: ‘ITIL adds value to ISO/IEC 20000’. The latter is supported more strongly at 7.4 out of a possible 10.

There is less support for ‘ITIL and ISO/IEC 20000 together reduces service costs’, at an overall average of 5.8 out of a possible 10.

The topic with the least overall support is ‘ISO/IEC 20000 provides certification for ITIL’, at 5.1 out of a possible 10. This is also the statement that prompted the widest range of views, with a high proportion of respondents strongly agreeing and a high proportion strongly disagreeing with this statement.

Views on this statement include extreme annoyance that this statement had even been included in this test of perceptions, because it was considered so misleading. The reasons generally given for disagreement with this statement was that only organizations can be certified under ISO/IEC 20000-1 and only individuals can be certified under ITIL, so ISO/IEC 20000 cannot provide certification for ITIL.

At the other extreme, those that agree with this statement generally commented that adopting and adapting ITIL guidance acts as a foundation for certification under ISO/IEC 20000-1

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

JapanFrance

SwitzerlandDenmark

Central&South AmericaOther - Misc.

Africa & Middle EastCanada

UKOther Europe

USASpain

Figure 12: Strong support for the statement ‘ITIL & ISO/IEC 20000 together improve processes’

0% 5% 10% 15% 20% 25% 30% 35%

SwitzerlandFrance

USACanada

DenmarkOther - Misc.

Central&South AmericaAfrica & Middle East

JapanOther Europe

UKSpain

Figure 13: Strong support for the statement ‘ISO/IEC 20000 provides certification for ITIL’

The views on the benefits of using both varies across clusters of different types of people and organization. Overall 49% are strongly supportive of the statement ‘ITIL & ISO/IEC 20000 together improve processes’ by giving a rating of 8, 9 or 10. Across different countries the percentage of respondents that supported this statement varies from 27% of Japanese through to 86% of Spanish, as shown in Figure 12.

A wide range of views across different countries is also seen for the statement ‘ISO/IEC 20000 provides certification for ITIL’. Overall, the percentage of people that strongly support this statement (by giving a rating of 8, 9 or 10) is 23%. The percentage of strong supporters from individual countries varies from 10% from Switzerland through to 33% from Spain.

ITIL can help achieve ISO/IEC 20000 certification. ISO/IEC can help setting concrete measurable goals, which can guide the use of ITIL

ITIL is descriptive and most be tailored (adopt and adapt) to your specific organisation needs and requirements. Used the right way both ITIL and ISO/IEC 20000 can support process and service improvement


4.9 Range of views for the six statements As was expected, the range of views on ITIL, ISO/IEC 20000 and on their use together is very broad. This is particuarly marked for ‘ISO/IEC 20000 provides certification for ITIL’.

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Figure 14 ITIL adds value to ISO/IEC 20000

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Figure 15 ISO/IEC 20000 adds value to ITIL

Figure 16: ISO/IEC 20000 provides certification for ITIL


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Figure 17: Using ITIL and ISO/IEC 20000 together improves processes

Figure 18: Using ITIL and ISO/IEC 20000 together improves the services

Figure 19: Using ITIL and ISO/IEC 20000 together reduces the cost of service


5 Why do views differ?A wide range of views is seen for all topics in the survey, a normal result for a survey with such a broadly based audience.

The differences in views have been analysed to identify incentives (or dis-incentives) for the use of ITIL and/or ISO/IEC 20000. This is an important part of the results because it helps understanding of who has what views and why those views are held. It is also just as important to understand why people do not agree that there are benefits as it is to understand why people agree there are benefits.

Factors that are considered to have an impact include:

Figure 20: Influences on views of ITIL and ISO/IEC 20000

■ Culture

■ Economic status

■ itSMF established

■ Language & region or country

■ Maturity of organization

■ Political system

■ Role models / local enthusiasts

■ Sector

■ Use of other standards

Views also vary depending on the order of adoption, i.e. if the respondents had adopted ITIL first, then ISO/IEC 20000 second (the majority) or had adopted ISO/IEC 20000 first, then ITIL second, or had adopted one and decided against adopting the other.

The impact of the size of the organization and of the service management team shows that size makes little or no difference to the views expressed. There is not a correlation between views and organizational size. Comparison of other clusters with different views is given below.

6 Supporting details6.1 Comparison of Japan, Peru and Switzerland

Three countries with differing views were selected for detailed comparison:

■ Japan – all responses were via itSMF-Japan links/web site

■ Peru – mixed source with the link sent by several different routes, i.e. not dominated by itSMF membership.

■ Switzerland - primarily via itSMF Switzerland


3 4 5 6 7 8 9

ITIL adds value to 20000

20000 adds value to ITIL

20000 provides certification for ITIL

Using ITIL and 20000 together improves processes

Using ITIL and 20000 together improves the service

Using ITIL and 20000 together reduces the cost of service

SwitzerlandPeruJapan

Figure 21: Comparison across three countries

The widest range of views is for the statement ‘Using ITIL and ISO/IEC 20000 together reduces the cost of service’. Peru support this much more strongly than Japan and more than Switzerland.

Switzerland support the statement ‘ISO/IEC 20000 provides certification for ITIL’ much less than either Peru or Japan.

In contrast the views on the statement ‘ITIL adds value to ISO/IEC 20000’ is supported similarly by all three countries.

6.2 Japan

Not heard of ITIL

1%


5%

Intending to use ITIL in the

future9%

Use ITIL now80%

Do not know5%

0% 10% 20% 30% 40%

Basis for certification under 20000-1

Guidance on best practices

Better alignment with business

Better customer satisfaction

Lower service costs

Improved staff motivation and morale

Market advantage

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Figure 26: Benefits with certification

Yes, 72%

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Certified under 20000-1

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Figure 24: Is certification useful?

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Better service



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Figure 27: Benefits without certification


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Figure 29: ITIL adds value to ISO/IEC 20000

Figure 30: ISO/IEC 20000 adds value to ITIL


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Not heard of ITIL9%

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Yes, 78%

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Use ITIL now100%


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Market advantage

Reduced risk

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Yes, 56%

No, 44%



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Contact Details

7 Conclusions There is broad-based support for the view that using ITIL and ISO/IEC 20000 together adds value. The main benefits for use of both are ‘Improvements in processes’ and ‘Improvements in services’, irrespective of if the organization is certified under ISO/IEC 20000-1 or not.

Over 80% (440 out of a total of 544) are using ITIL. Although the survey did not ask to what extent ITIL was used, comments indicate that partial adoption of ITIL is normal and that some organizations are still using ITIL v2.

84% of the ITIL users are aware of ISO/IEC 20000, 26% use ISO/IEC 20000 but are not certified, and 28% are certified. The results support the view that most organizations that use ISO/IEC 20000 have done so after adopting ITIL. However, adopting ITIL and then ISO/IEC 20000 is not a universal approach. 9% of the 544 use ISO/IEC 20000 but not ITIL and 5% do not use ITIL but are certified under ISO/IEC 20000. For example, the results from French-speaking West Africa shows a pattern of take-up that differs from most native English speaking countries such as the UK, with ISO/IEC 20000 as the most common starting point.

The factors that influence the take-up of one or both are complex, including language, country, culture, economic status, political status and system.

The use of ITIL and ISO/IEC 20000 varies noticeably by country/region. People/countries that are not native English speakers are more likely to use ISO/IEC 20000 before or instead of ITIL, than native English speakers. For example, in Canada, the take-up of ISO/IEC 20000 was initially largely limited to English-speakers, but the survey shows there is now a faster growth of interest among French-speaking Canadians.

Another factor is the need for increased credibility and market advantage, particularly in countries without a long established framework of regulations and legislation controlling service providers.

In countries where there is already widespread use of International Standards there is evidence of growth in ISO/IEC 20000. For example, Japan has the highest number of certifications under ISO/IEC 27001 and so the relative popularity of certifications under ISO/IEC 20000-1 in Japan is not a surprise.

The establishment of an itSMF Chapter or other role models and enthusiasts also encourages others.

Actual and planned use of both ITIL and ISO/IEC 20000 indicates there is a very large latent demand for either or both. This is the case even in a country like the UK, where both have been available for use for over 10 years (as ITIL v2 and BS 15000).

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