experience from implementation of iso 20000 v3

8/9/2019 Experience From Implementation of ISO 20000 v3

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Viktorija DoncevaTrajkovski & Partners Management Consulting

Ohrid, May 2009


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Introduction

Law regulation from the National ank of the

!e"u lic of Macedonia

I#$ % '% ( standard re)uirements

Practical e*"erience from im"lementation ofI#$ % '% (

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/irst worldwide standard s"ecificall0 aimedat IT #ervice Management

Descri es "rocesses for deliver0 of services

1ligned with and com"lementar0 to the"rocess a""roach defined within ITIL

I#$2I3C % consists of two "arts'I#$2I3C % 4-5 the formal #"ecification

I#$2I3C % 4%5 the Code of Practice /ormerl0 6ritish #tandard -( 5 ado"ted 0

I#$ in Decem er5 % (

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Introduction and overview

#co"e5 terms and definitions

!e)uirements for a management s0stem

Planning and im"lementing IT#M

Planning and im"lementing new or changedIT services

Process grou"ings

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Control processesConfiguration management

Change management


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D3CI#I$N on the ank:s information s0stemsecurit0 ;ette of the !e"u lic ofMacedonia< No, .-2% 9?

D3CI#I$N on amending the Decision on theank:s information s0stem securit0 ;ette of !M< No, 892 9?

D3CI#I$N on amending the Decision on theank:s information s0stem securit0 ;ette of !M< No, .-2% @?

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$utsourcing com"an0 of the ank with mainactivit0 of managing data "rocessing s0stemand which ased on written agreementmanages and stores ank data while"erforming ank or financial activities,

The outsourcing com"an0 shall o ligatoril0

e certified in accordance with theinternational standard I#$2I3C % ,

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To provide a management system,

including polices and a frameworkto enable the effective

management and implementation

of all IT services

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Policies#ervice management and im"rovement "olic056udgeting and accounting "olic05 !elease "olic0etc,

Plans#ervice management "lan5 #ervice im"rovement"lan5 Ca"acit0 "lan etc,

ProcessesIm"rovement "rocess5 su""lier management"rocess5 Change management "rocess etc,

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ProceduresDocument control5 Incident management5Pro lem management etc,

!ecords#ervice level agreements5 Management reviewre"ort5 Pro"osal for new or changed services5!isk 1ssessments5 Configuration managementdata ase ;CMD6?etc,

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Im"lemented AM# ased on I#$ @ -'%

Im"lemented I#M# ased on I#$ %8 -'% (

Im"lementing IT#M# ased on I#$ % '% (

The #co"e of the IT #ervice Management #0stemare all the services that the organi>ation"rovides for its customers and for the internalusers,IT#M# /ramework B IT#M "rocesses

Connections and overla"s etween themanagement s0stems

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ISO/IEC 20000-1:2005 ISO 9001:2008 ISO/IEC 2 001:2005

1 Scope 1 1

2 !er"s # de$initions % %% &e'(ire"ents $or a"ana)e"ent syste" * *, + 1

* .lannin) and i"ple"entin)ser ice "ana)e"ent 1 +

5 .lannin) and i"ple"entin)ne or chan)ed ser ices 2 + 10 %, + 12 1

Ser ice deli ery process 2

&elationship processes 2 %/* 1 * 1, * 2, + 10 8

8 &esol(tion processes 8 5 + 10 10

9 Control processes 5 1 + 12 2

10 &elease "ana)e"ent %

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-, Introduction%, #ervice Management and Im"rovement Polic0., IT #ervice Management #0stem $verview+, Management !es"onsi ilit0

(, $rgani>ation for #ervice Management7, IT#M# Documentation8, #ervices overview9, Planning and im"lementing service

management@, Planning and im"lementing new or changed

services- , #ervice Management Process Model

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Defined -. "rocesses ased on I#$ % '% (

standard#ervice Im"rovement Planning and im"lementing new or changedservices#ervice level management and re"orting

#ervice continuit0 and availa ilit0 management6udgeting and accounting for IT servicesCa"acit0 management6usiness !elationshi" management #u""lier management

Incident managementPro lem managementConfiguration managementChange management !elease management

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#ervice Level ManagementI#$% 4-'% ( ref, num er' 7,-

#ervice Level Management =oalTo maintain and im"rove IT #ervice )ualit05through a constant c0cle of agreeing5monitoring and re"orting u"on IT #ervice1chievements,

#ervice Level Management o jectiveTo define5 agree5 record and manage levels ofservice

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List of all services IT "rovides to Customers

Provides a clear e*"lanation of the services5Customers2 sers5 descri"tions and costs

3ssential to an0 service "rovider usiness inorder to define "roducts and services

Managed and u"dated 0 the 6usinessDevelo"ment De"artment

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#e"arate catalogs for services "rovided toclients and internal services

3ach service se"aratel0 descri ed throughthe following information'

#ervice name5 #tatus of service5 Descri"tion ofservice5 #tandard and additional servicefeatures5 /re)uenc0 of service deliver05 #erviceavaila ilit05 Client technical re)uirements for

using the service5 #ervice su""ort ;descri"tionand hours?5 #ervice owner5 #tandard andadditional Tariff costs5 #ervice deliver0 level

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#ervices included2e*cluded #ervice hours 1vaila ilit0 2 !elia ilit0 targets Through"ut5 transaction res"onse times5 atch

turnaround times #u""ort arrangements 2 targets Change targets #ecurit0 Plan

IT #ervice Continuit0 Plan #ervice costs and charges !eviews and re"orting Penalties and Incentives

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Questions?

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