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ITIL and ISO/IEC 20000

Mr. Steve Pratt

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Introduction and Agenda• What is IT Service Management?

• What is ITIL and what are the benefits?

• What is ISO 20000?

• Structure and contents of ISO 20000

• ISO 20000 Certification scheme

• ISO 20000 Eligibility

• How does an organisation achieve Certification?

• Alignment of ITIL and ISO 20000

• Reasons for Implementation

• Benefits of Implementing the ISO 20000 Standard

• Where to go from here

• Summary

• Questions

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IT Service Management

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What is IT Service Management?

IT Service Management is a top-down, business driven approach to the management of IT that specifically addresses the strategic business value generated by the IT organisation and the need to deliver a high quality IT service.

IT Service Management is designed to focus on the people, processes and technology issues that IT organisations face.

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Why is Service Management required?

• Organisations are increasingly dependent on IT service provision

• Higher visibility

• More exacting user demands

• Increased complexity of the infrastructure

• Charging for IT services

• Competition for customers

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What do customers want?

• IT Services designed to meet Business requirements

• Cost efficient and effective services• Value for money• A consistent service• To be treated with respect and courtesy• Improved relationships• Expectations met or exceeded• To gain competitive edge over rivals• Increased Market share• Communication

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From his book - Moments of Truth

• Every customer interaction is a moment of truth• Every moment of truth is an opportunity to make

a favourable impression on your customer• Look for the moments of truth in your business• If you are not making a favourable impression

what kind of an impression are you making? • Know every point of interaction• Convey the correct message at each transaction

Moments of Truth – Jan Carlzon

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Realisation of Benefits

IDC survey - 79% reduction in downtime and other factors- total savings per user c $800 p.a.- ROI up 1300%

Gartner - 85% resolution at FPOC- cost per call down 30%- 50% reduction in new product cycle

Barclays - Downtime reduced from 60 to 15 mins

Proctor - $100 million p.a. savings!

and Gamble

itSMF survey - 70% achieving “tangible and measurable” benefits

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ITIL

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IT Infrastructure Library - ITIL

• Is “best practice” in IT Service Management, developed by OGC and supported by publications, qualifications and an international user group

• Assist organisations to develop a framework for IT Service Management

• Worldwide, most widely used best practice for IT Service Management

• Consists of a series of Core books giving guidance on the provision of quality IT services

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Quality processes

Non-prescriptive guidance

Vendor/technology independent

Focused on process and people“Adopt and Adapt”

Planning to Implement IT Service Management

Application Management

The

Business

The

Technology

Service Management

ServiceSupport

ServiceDelivery

SecurityManagement

ICTInfrarstructureManagement

TheBusiness

Perspective

Suppliers

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ITIL - The Four P’s

Enables development and delivery of high quality IT services

PartnersPartnersPartners

ProductsProductsProductsProcessProcess

PeoplePeoplePeople

CultureOrganisationCompetence

CultureOrganisationCompetence

What to doHow

WhereWhen

What to doHow

WhereWhen

Managedservices

SystemsNetworks

Tools

SystemsNetworks

Tools

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Vision and Business

objectives

Assessments

Process Improvement

Metrics

Where do we want to be?

What is the Vision?

How do we know we have

arrived?

How do we get where we

want to be?

Where are we now?

Measurable Targets

How do we keep the momentum

going?

Developing effective Quality ITSM solutions

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ITIL Processes & Function

Service Support Service Delivery

ITIL Processes

Service Desk

Incident Management

Problem Management

Change Management

Release Management

Configuration Management

Service Level Management

Availability Management

Capacity Management

IT Service Continuity Management

Financial Management for ITServices

ITIL Functions

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• Continuous improvement in the quality of IT service provision

• Reduced long term costs in the development and delivery of IT services

• Reduced risk of not being able to meet business objectives

• Better communication between IT and the business• Greater productivity and best use of skills • Ability to absorb a high rate of change• IT staff are provided with best practice guidance• Compliance to procedures that are auditable

Benefits of ITIL

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ISO/IEC 20000

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What is ISO 20000

ISO 20000 can be summarised as:

• A standard to promote the adoption of an integrated process approach for the effective delivery of managed services to meet business and customer requirements

• A set of “controls” against which an organisation can be assessed for effective IT Service Management processes

• The ISO 20000 standard defines the requirements for an organisation to deliver managed services of an acceptable quality for its customers

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Structure and Contents of ISO/IEC 20000

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Structure of ISO 20000The Standard is divided into two distinct parts:

• Part 1 provides the requirements for IT service management to gain certification

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

• Senior Management are responsible and accountable for ensuring all requirements of Part One are met if Certification is sought

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Structure of ISO 20000

• Part 2 - Code of Practice for Service Management

• Provides guidance to internal auditors and assists service providers planning service improvements or preparing for audits against ISO 20000

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Structure of ISO 20000• Part 3 - Scope & Applicability

• Advice on scoping for service management• Planning & improvements• Scope statements for Certification audits• Suggestions on applicability include adding

Communications or the even wider technology enabled services

• Not yet formally agreed. Agreement on content within 12 – 18 months of the Work group which met in May 2006

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• Introduction and overview• Scope, terms and definitions• Requirements for a management system• Planning and implementing service management• Planning and implementing new or changed

services• Service delivery processes• Relationship processes• Resolution processes• Control processes• Release processes

Contents of ISO 20000

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ISO 20000 Processes

Service Delivery ProcessesCapacity ManagementService Continuity &Availability Management

Planning & Implementation

Planning New Services

Management Systems Management Responsibility, DocumentationRequirements, Competences, Awareness & Training

Plan, Implement, Monitor, Improve(Plan…. Do…. Check….. Act……)

Planning & Implementing New or Changed Services

Service Level ManagementService Reporting

Information SecurityManagementBudgeting & Accounting forIT Services

Control ProcessesConfiguration Management

Change Management

Release Processes Relationship ProcessesResolution Processes

Release ManagementIncident ManagementProblem Management

Business RelationshipManagementSupplier Management

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ISO/IEC 20000

Certification Scheme

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• ISO 20000 is aimed at organisations providing a Service Management operation, whether internal or external

• Certification is NOT (in itself) appropriate for an organisation which provides best practice advice

• Certification is NOT possible for products such as Service Management tools

• The role of Consultancy organisations is to give advice in preparation for an independent audit

The scope of Certification

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• itSMF will approve Registered Certification Bodies (RCBs) and grant a licence to use the itSMF logo

• RCBs are totally independent from any consultancy and their auditors have been specifically trained in IT Service Management

• Adding value to the organisation being audited and maintaining the quality of the certification

• Process areas already certified from other standards (eg ISO 9000, ISO 27001) are not usually required to be re-audited – as long as the scope is the same

Registered Certification Bodies (RCBs)

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• BSI Management Systems (United Kingdom) • BVQI Ltd (offices worldwide) (United Kingdom) • CIS-Certification and Information Security Services GmbH • DNV Certification Ltd (United Kingdom) • DQS GmbH (Germany) • Japan Quality Assurance Organization • KEMA Quality BV (Netherlands) • KPMG Audit Plc (United Kingdom) • KPMG Quality Registrar (India) • LRQA Ltd (United Kingdom) • PSB Certification Pte Ltd • SGS Hong Kong Ltd • SGS United Kingdom Ltd • SQS (Switzerland) • STQC (India) • TUV Management Service GmbH (Germany) • TUV Nord Cert GmbH • Underwriters Laboratories Inc

Registered Certification Bodies (RCB)

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ISO 20000 Relationships

OGC

RCBOrganisations

BSI

Organisations

Concordat Concordat

Concordat

ISO 20000

ISO 20000Scheme

Regulations

ISO 20000Qualification

Scheme

Own Own Use

Use

AccreditationServices

(e.g. UKAS)

Departmentof Trade &

Industry

MoU

MoU

Accredit

Certify

Register

Use

ExaminationPanel

AccreditationPanel

UseUse

AuditorsInternalAuditors

CourseProviders

Consultants

Accredit

Train

Certify

AdviseAssist

Employ

ITIL

Own Own

itSMF

Concordat - AgreementMoU - Memorandum of Understanding

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Eligibility for Certification

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

• Management control of a process consists of:– knowledge and control of the inputs– knowledge, use and interpretation of the outputs– definition and measurement of metrics– demonstration of objective evidence of

accountability for process functionality– definition, measurement and review of process

improvements

Eligibility criteria

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Certification Process

• Agreement on terms of reference and scope

• Agreement on dates, time-scales, locations, etc

• Possible off-site assessment of process documentation

• On-site audit of staff and process compliance

• Presentation of the audit findings

• Certification

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Achieving

ISO/IEC 20000 Certification

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• Assess what has to be done and obtain senior management buy-in• Develop a vision and plan• Get access to ITIL and ISO 20000 documentation:

– ISO 20000 Part 1 - Specification– ISO 20000 Part 2 – Code of Practice– BIP 0005 – A Managers guide to service management– BIP 0015 – IT service management – self assessment

workbook

• Consider other relevant standards:

– ISO 27001 – Information security Management– ISO 9000 – Quality management systems– ISO 10007 – Guidelines for configuration management– ISO 15504 - Information Technology Process Assessment– ISO 90003 - Guidelines for the application of ISO 9000: 2000 to

computer software

• Fully understand content and its implication on you and your organisation

• Talk to others similar organisations, consultants, training providers, forums and user groups

Understand what’s involved

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• A stable framework for IT Service Management• IT Service provision aligned with Business Strategy• Ownership and Responsibility defined at all levels• Increased confidence and perception of the business and

customer• Improved quality, reputation and consistency of service• Competitive advantage over competitors• Consistent and cost-effective services• Reduced organisational risks and cost• Effective Supplier Management• Commitment that services will be delivered to accepted best

practice

Realising and articulating the benefits

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• Adopt a Registered Certification Body (RCB)

• Confirm the scope of the audit

• Make sure you know what’s involved

• Carry out initial assessments to determine readiness

• Develop an overall plan and get commitment

• Carry out detailed reviews and assessments

• Create and manage a SIP (Plan, Do, Check, Act)

• Implement improvements

• Book a formal audit

Main steps to certification

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Typically comprises:

• Agree terms of reference and scope• Off-site assessment of process documentation• On-site audit of staff and process compliance• Presentation of the audit findings

• and hopefully………….

presentation of the ISO/IEC 20000 Certificate

The certification audit

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Post Certification Process

• Certification is valid for three years

• Annual surveillance audits are required

• Internal audits are recommended

• Full re-audit will be carried out on the third anniversary of Certification being awarded

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Alignment with ITIL

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ITIL Service Support Processes & Functions

Service Desk

Incident Management

Problem Management

Change Management

Release Management

Configuration Management

ISO 20000 ITIL

No formal Process

Resolution Processes

Control Processes

Release Process

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ITIL Service Delivery Processes

No formal ProcessInformation Security Management

Capacity Management Capacity Management

Financial Management for ITServices

Budgeting & Accounting for ITServices

Availability Management

Service Continuity & AvailabilityManagement

IT Service Continuity Management

Service Level Management

Service Level Management

Service Reporting

Business Relationship Management

Supplier Management

ISO 20000 ITIL

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Alignment of ISO 20000 and ITIL

• Driven either through choice, or by customer demand, ITIL has been adopted by many organisations as a proven methodology for managing their IT services

• Many organisations and in particular the Public Sector, see ITIL as a necessary requirement to conduct business

• ITIL however is not a standard, and therefore the alignment between ITIL and ISO 20000 allows an organisation to be effectively measured

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• ISO 20000 Certification provides proof through audit that best practice has been deployed through an independent, external, evaluation by an approved audit organisation

• Customer demand for ISO 20000 Certification is fast becoming another business requirement for organisations to remain competitive

• ISO 20000 is aligned with ITIL

Alignment of ISO 20000 and ITIL

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Inter Relationships

ISO 20000Part 1

ISO 20000Part 2

BIP 0005

ITIL

Internal Processes & Procedures Deploy Solution

Process Definition

Management Overview

Code of Practice

Objective to Achieve

ISO 20000 Part 1: - Specification for ServiceManagementISO 20000 Part 2: - Code of Practice forService ManagementBIP 0005: - A Managers GuideBIP 0015: Self Assessment Workbook

SelfAssessment

BIP 0015

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• “The release of the British Standard for IT Service Management (BS 15000) marks the first step toward the delivery of IT services becoming much more consistent across organisational and national borders”

• “All improvement efforts in Service Management should be done with ITIL and BS 15000 as a frame of reference and baseline”

Gartner

Adopted internationally as ISO 20000 in December 2005

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Reasons for Implementation

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Reasons for Implementation

• ISO 20000 has become a basic business requirement for an organisation in the same manner as ISO 9000

• ISO 20000 provides the organisation with the means to operate more effectively and efficiently

• ISO 20000 provides an auditable method by which it can assess the quality and conformance of its IT Services

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Reasons for Implementation

• ISO 20000 assists organisations to enforce process compliance

• ISO 20000 helps to significantly improve the morale of the IT department, the business and ultimately the Customer

• ISO 20000 provides clear evidence that the quality of IT Service Management is taken seriously

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Benefits of ISO/IEC 20000

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Benefits• Provides a stable framework for IT Service

Management• IT Service provision is aligned with Business

Strategy• Assists with meeting legislative compliance

requirements• Ownership and Responsibility defined at all levels• Creates a progressive ethos & culture• Increased business and customer confidence &

perception• Improved quality, reputation and consistency of

service• Impartial external method of assessment • Assessments recognised internationally

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Benefits

• Assessment is important for process improvement• Provides a competitive advantage over competitors• Promotes consistent and cost-effective services• Provides a benchmark with best practices • Easier to justify or combat outsourcing• Creates a framework for service improvements• Reduces organisational risks and cost• Effective Supplier Management• Commitment that services will be delivered to

accepted best practice

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Where to go from Here

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

• Undertake various forms of training:

– ISO 20000 Consultants Certificate:

• Aimed at experienced IT Service Management practitioners whose roles and responsibilities 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 or TickIT auditors or are certified internal auditors

– Service Management

• ITIL Foundation, Practitioner, Managers• Planning To Implement• Experiential Learning & Awareness

• Select an approved Registered Certified Body

Where to go from Here

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Useful Websites

• www.isoiec20000certification.com• www.itsmf.com

• www.iosm.com

• www.ogc.gov.uk

• www.itil.co.uk

• www.get-best-practice.biz

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Summary

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• Business requirement and customer satisfaction are primary considerations

• Information Services are a vital and core part of the business• Organisational culture is important and has to be right • We need to think end-to-end service• Service Management isn’t optional• Quality process-driven approaches and professional staff

really deliver value • Professional qualifications and certifications are becoming

increasingly important• ITIL and ISO 20000 provide a solid framework for developing

an appropriate solution

Summary

Almost all quality improvement comes via simplification of design, manufacturing... layout, processes, and procedures. Tom Peters

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Questionswww.afiniti.co.uk