what is iso20000 presentation transcript 8435

7/29/2019 What is ISO20000 Presentation Transcript 8435

1/23

Business is evolving, you should too.

Helsinki, Tampere, Turku, Tukholma, Gteborg | www.tieturi.fi

What is ISO20000?

Ben Kalland, Tieturi


2/23

Agenda

What is ISO/20000 and why should I care?

History and future

Relationship to ITIL and other standards Certification, who, how much, why and when

ISO20000 processes difference to ITIL

How to proceed from here


3/23

ITIL is a library of best practice Service Strategy

strategic analysis, planning, positioning

Service Designtranslates plans to designs and specificationsService Transition

ensures design will deliver and can beoperated

Service Operationmanage a service throughout production life

Continual Service Improvementmeasure performance for maximum benefit


4/23

ITIL

ITIL knowledge can be certified for individuals

Foundation

PractitionerService Manager ITIL Expert

An organisation cannot be ITIL certified

Anyone can claim they have adopted ITIL


5/23

ISO/IEC 20000

Worldwide standard for IT Service Management

International certification against standard

Proof that best practices are implemented ITIL not requirement

Not as deep as ITIL minimum requirement

ITIL is a set of guidance ISO is requirements

Easier to achieve if ITIL based approach

200 + requirements to be able to demonstrate compliance

Based on BS15000, 400 minor adjustments

Certification for Quality Management (not i.e. tools)


6/23

Relationship ISO 20000 - ITIL


7/23

Relationship ISO 20 000 - ITIL


8/23

Timeline - history and future

1989 ITIL V1

1999 ITIL V2

2000 BS15000 2003 itSMF launched BS15000 certification

2005 ISO/IEC 20000

2007 ITIL V3 2009 IS/IEC 20000 v2


9/23

Can you answer these questions?

What are the current and future requirements of thebusiness

What happens if you have a major disaster

What level of service do you provide

What level of risks and liability do you have

What is the current level of failures and how much does it

cost the business If your business customer base doubles, what does it

mean for IT and how much does it cost and when is itready

Goal of SM: align with business, low cost, high quality


10/23

Note!

ISO/IEC 20000 certifies the quality managementsystem and processes SUPPORTING the products or

services provided.

It does NOT certify the products or services

themselves.


11/23

Position against other frameworks


12/23

Requirements

Part 1 provides the requirements for IT servicemanagement to gain certification

This is relevant to those responsible for initiating,implementing or maintaining IT service management intheir organization

Senior Management are responsible and accountable for

ensuring all requirements of Part One are met ifCertification is sought

Compulsory requirements shall

Basis for independent auditing

Example: All incidents shall be recorded


13/23

Guidance

Part 2 - Code of Practice for Service Management

Provides guidance to internal auditors and assists service

providers planning service improvements or preparing foraudits against ISO 20000

Guidance should

Explanations, not compulsory

Ex: The process for a major incident should include areview


14/23

Scope

Part 3 - Scope & Applicability

Advice on scoping for service management

Planning & improvements Scope statements for certification audits

Suggestions on applicability include adding

communications or wider technology enabled services Not yet formally agreed.


15/23

Who is certified? Examples

50% private, 50% public

50% internal, 50% external service providers

CSC Nordic, Denmark Fujitsu Services, Finland

Siemens Business Services, Germany

Flughafen Munchen, Germany

T-Systems ITC Services, Spain

Salzburg AG, Austria

EDS, Netherlands

ING Services Centre Budapest, Hungary


16/23

Who is certified? 349 organizations in March 2009

UK 52

J apan 50

India 41

South Korea 35

China 34

Germany 20

Denmark 2

Finland 1

Sweden, Norway - none


17/23

Eligibility

An organisation must be able to demonstrate it has management control ofeach of the ISO 20000 processes

All requirements must be met If a process or function is outsourced, the organisation must retain

management control Control of input, policy setting Use and knowledge of output Define metrics and continuous improvement

Management control of a process consists of:knowledge and control of the inputsknowledge, use and interpretation of the outputsdefinition and measurement of metricsdemonstration of objective evidence of accountability for process

functionalitydefinition, measurement and review of process improvements


18/23

ISO/IEC 20000 processes


19/23

Delivery processes


20/23

Support processes


21/23

How to proceed

Prepare for certification through Consultancy Services Assessment, implementation of processes, mentoring and guidance

Undertake various forms of training:

ISO 20000 Foundation

Aimed at individuals familiar with ITIL, who participate in developing processesor preparing for audition

ISO 20000 Consultants Certifiacte

Aimed at experienced IT Service Management practitioners whose roles andresponsibilities include preparing organisations for the adoption of ISO 20000.

ISO 20000 Auditors Certificate:Aimed at experienced internal or external auditors who have at least 3 years

general IT auditing experience and are either certified ISO 9000, ISO 27001 orTickIT auditors or are certified internal auditors

Service Management

ITIL Foundation, Practitioner, ManagersPlanning To ImplementExperiential Learning & Awareness

Select an approved Registered Certified Body


22/23

Audits

RCB

Needed documentation

Evidence of intention: process designs, SLAs, plans, contracts, ...Inputs, specifications

Records of achievement or activities performed: statistical data,minutes of meetings, RFCs, ...

Outputs Surveillance audits at least annually

Full re-audits every three year

Internal audits at planned intervals


23/23

More information?

Ben Kalland

ITIL Expert, ISO 20000 FoundationcertifiedconsultantAccreditedITIL trainer

[email protected]

Tieturi Oy, HTC Santa MariaTammasaarenkatu 500180 HELSINKIwww.tieturi.fi/itil

what is iso20000 presentation transcript 8435

Documents