implementing iso20000

IMPLEMENTING ISO20000

GOH BOON NAM

30 Sep 2016 / ITSM COP

(Total Slides=21) 05/10/2016 4:47 pm - d:\iss\itsm cop\2016-09\itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.

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Please see Acknowledgements & Notices for ITIL® in second last slide

Agenda

• ITIL® - details of ISO20000 processes• ISO 20000 Part 5 – Exemplar Implementation

Plan• Phased Approach• Key Considerations • Project Support & Commitment• Project Team• Gap Analysis• Developing the Business Case• Plan • Implementation• Post-Implementation• Templates

• Lean IT

05/10/2016 4:47 pm - itsm cop-impl iso20000.pptx © 2016 National University of Singapore. All Rights Reserved.

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Agenda

• ITIL® - details of ISO20000 processes• ISO 20000 Part 5 – Exemplar Implementation


• Lean IT


3

ITIL for Details of Processes


4

e.g. Change Management 1 page

Sufficient?

ITIL Service Transition Booke.g. Change Management30 pages

including process flows

Agenda

• ITIL - details of ISO20000 processes• ISO 20000 Part 5 – Exemplar Implementation


• Lean IT


5

ISO 20000 Part 5 – Exemplar Implementation Plan


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ISO20000 Part 1 - Service management system requirements

• The requirements for an organisation to be certified ISO20000

ISO20000 Part 5 - Exemplar implementation plan

• Guidance on how to implement ISO20000

ISO 20000 Part 5 – Phased Approach

• Can you attain ISO20000 by just implementing part of it?• No, need to implement all of ISO20000 in order to

attain the certification

• If so, do we implement all of ISO20000 in one go (i.e. big bang) so as to achieve the certification?• No, ISO20000 Part 5 recommends implementing

by phases • ISO20000 certification after final phase

• Long journey – how to sustain the momentum?• “CMMI for Service” appraisal

• Can appraise and get recognition forcompletion of individual processes

• Also, for businesses where difficult to do all of ISO20000 and prefer just do some of the processes (e.g. only service desk business)


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ISO 20000 Part 5 – Key Considerations

• Gives advice on various aspects of implementation – e.g.• Start where can see immediate benefit• Phases should support service provider

/ customer priorities• Organisation change management of

affected staff• Exercise should not be documentation-

centric but more on how work is done• Tailor to the size and complexity of

organisation


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Image courtesy of Stuart Miles at FreeDigitalPhotos.net

NOT lead to this:

ISO 20000 Part 5 – Project Support & Commitment

• Management support and commitment• Use business case to help in this• Get management to allocate priority • Support and Commitment not just first phase

• Maintain in all phases

• Stakeholder support and commitment


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https://www.flickr.com/photos/66719390@N08/7000816209

ISO 20000 Part 5 – Project Team

• Strong Leadership and Expertise• Not just in individual processes

• Integration into coherent whole

• To also include• Process Owners• Service Owners• Operational Managers


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https://upload.wikimedia.org/wikipedia/commons/b/ba/Working_Together_Teamwork_Puzzle_Concept.jpg

ISO 20000 Part 5 – Gap Analysis

• Management System• Documents / records• Actual practices• Reviews / audits• SLA achievements• CSI plans• Staff skills / competencies• etc.


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https://upload.wikimedia.org/wikipedia/commons/9/90/Siduhe_Bridge-4.jpg

Where to analyse the gap?

ISO 20000 Part 5 – Business Case

• Convince management to support and commit to ISO20000 implementation

• Should include aspects such as:• Need and objective• Scope• Expected benefits• Costs• Risks• Conformity assessment • Timescales• etc.


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https://c2.staticflickr.com/6/5187/5751301741_aa8463e472_b.jpg

Benefitof Use

Costof Creation /Maintenance

ISO 20000 Part 5 – Plan

• Planning considerations• Scope• Timeframe• Resources• Funding• Risks• Stakeholders• Existing ITSM maturity• Receptiveness to change• etc.


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ISO 20000 Part 5 – Implementation

• Outcomes expected of improved processes• Defined• Documented• Implemented• Operated and Managed• Measured• Reviewed / audited• Improved• etc.


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https://upload.wikimedia.org/wikipedia/commons/thumb/c/c1/HaikuLadder.jpg/576px-HaikuLadder.jpg

ISO 20000 Part 5 –Post-Implementation

• Once implemented and certified to ISO20000, is that the end of the work?

• Post Implementation work required• Processes evolve with changing business

objectives and service • Obtain requirements for New and Changed

Services• Continual Improvement


15

https://en.wikipedia.org/wiki/PDCA#/media/File:PDCA_Cycle.svg

ISO 20000 Part 5 – Templates

• Implementation project plan• Service management plan• Policy template• Procedure template• Change management policy template• Service improvement plan template• Key performance indicator reporting template• Individual customer satisfaction template


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Agenda

• ITIL - details of ISO20000 processes• ISO 20000 Part 5 – Exemplar Implementation


• Lean IT


17

Lean IT

• Remember ISO20000-5 advice is not to end up with this?

• How to ensure?• Use Lean IT

• Be clear of customer value to achieve

• Cut wastes not leading to the value


18

Image courtesy of Stuart Miles at FreeDigitalPhotos.net

People don't want to buy a quarter-inch drill, they want a quarter-inch hole.

Theodore Levitt

https://c1.staticflickr.com/3/2070/2097329367_4c9d212e2f_z.jpg?zz=1

THANK YOUQ & A


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For Further Information Acknowledgement and NoticesPlease refer to:http://www.iss.nus.edu.sg/

Or email Goh Boon Nam at:[email protected]

For ISS courses relevant to this presentation:• https://www.iss.nus.edu.sg/executive-education/course/detail/nicf-lean-it-foundation-

certification/• https://www.iss.nus.edu.sg/executive-education/course/detail/nicf-itil-foundation-certificate-

in-it-service-management/• https://www.iss.nus.edu.sg/executive-education/course/detail/nicf-itil-operational-support-

and-analysis-certificate/it-service-management• https://www.iss.nus.edu.sg/executive-education/course/detail/nicf-itil-release-control-and-

validation-certificate/it-service-management• https://www.iss.nus.edu.sg/executive-education/course/detail/nicf-itil-service-offerings-and-

agreements-certificate/it-service-management• https://www.iss.nus.edu.sg/executive-education/course/detail/nicf-itil-continual-service-

improvement-certificate/it-service-management

CMMI is registered in the U.S. Patent and Trademark Office by Carnegie Mellon University

ITIL® is a registered trade mark of AXELOS Limited

The Swirl logo™ is a trade mark of AXELOS Limited

© 2016 NUS unless otherwise stated.


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THANK YOU


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