iso20k overview

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ISO/IEC 20000ISO/IEC 20000

overviewoverview


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Copyright 2006 ITpreneurs Nederland BV.

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1. What is ISO/IEC 20000?

2. ISO/IEC 20000 and ITIL

Overview


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BS 15000

BS15000 started in UK and first launched on July 1, 2003. Whichwas replaced by ISO/IEC 20000 after formal launching onDecember, 2005.

ISO/IEC 20000 is the first formal worldwide standard specifically

aimed at IT Service ManagementIt describes an integrated set of management processes for theeffective delivery of services to the business and its customers

ISO/IEC 20000 is derived from and complementary to ITIL

Audits are already available globally

Gartner on BS 15000 (now ISO/IEC 20000) All improvement efforts in Service Management should be done with ITIL and BS 15000 as a

frame of reference and baseline.

ISO/IEC 20000 is likely to become a basic business requirement, inthe same way as ISO 9000


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The standard is aligned with ITIL but is broader in concept

The standards checks that the overall concept of ServiceManagement has been set up and running correctly

ISO/IEC 20000 defines a level of quality for ITSM activities whichcan be audited

The standard looks for a fixed feedback loopPlanPlan Service Management

DoImplement Service Management

CheckMonitor Measure and Review

ActContinuous Improvement

ISO/IEC 20000 Certification provides a basis for proving that anorganisation has implemented best practises and are usingthem consistently across the organisation

ISO/IEC 20000, the worlds first qualitystandard for service management


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Manage ServicesManage Services

PLANPlan service

management

PLANPlan service

management

DOImplement

ServiceManagement

DOImplement

ServiceManagement

CHECKMonitor, Measure

and Review

CHECK

Monitor, Measureand Review

ACTContinuous

Improvement

ACTContinuous

Improvement

Management Responsibility

Management Responsibility

ISO/IEC 20000: Plan, Do, Check, ActManagement System

Business

Results

Business

Results

CustomerSatisfaction

CustomerSatisfaction

New or changed

service

New or changed

service

Other process,business,

supplier, customer


supplier, customer

Team & people

Satisfaction

Team & people

Satisfaction

Business

requirements

Business

requirements

Customerrequirements

Customer

requirements

Request for newor changed services

Request for newor changed services

Service Desk

Service Desk


supplier, customer


supplier, customer

Source: ISO/IEC 20000-1:2005

Common toISO/IEC 20000 andISO 9001

Other Teams,

e.g. Security, IT Operations

Other Teams,

e.g. Security, IT Operations


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ISO 20000 Part 1 and Part 2 Basics

Part 1Shall

Part 2

should

4 Applicable to service providers of all sizes and types

4 Independent of organizational structure

4 ISO/IEC 20000-1:2005 is a specification

4 Compulsory requirements

4 Defines what is required shall4 Used as the basis of independent third-party audits

4 Notes are not mandatory

4 ISO/IEC 20000-2:2005 is a code of practice

4 Uses should

4 Guidance on best practice and guidance on theapplication of the requirements contained in ISO20000-1

4 Explains best practices and therefore the Part 1requirements

4 ISO 20000-2 does not itself contain any compulsoryrequirements


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ISO/IEC 20000 Content Overview

Service Delivery Processes

Capacity

Management

Service Continuity &AvailabilityManagement

Service Level Management

Service Reporting

Information Security

Management

Budgeting andAccounting

Release

Processes

ReleaseManagement

Resolution Processes

Incident Management

Problem Management

Relationship

Processes

BusinessRelationshipManagement

SupplierManagement

Control Processes

Configuration Management

Change Management

Management systemPlanning and implementing service management

Planning and implementing new and changed services

Source: BSI based on process diagram in ISO/IEC 20000


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Why do you need a formal certificationprogram for Service Management?

A formal certification ensures your service management investment isbeing well used

Drives consistency through the market place

Uses a broad base of Service Management experience to ensure thatyou have implemented Service Management correctly

A formal seal of approval that the IT Department (Service Provider) canuse to show its sponsors


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How is certification provided?

itSMF have created a certification scheme under whichorganizations can be independently audited

Managed by an itSMF Executive Sub-Committee (ESC)

itSMF register Certification Bodies (RCBs) and grant a licence to use the itSMFISO/IEC 20000 logo

RCBs conduct the audits

Auditors must remain independentRCB auditors are only allowed to audit,

they cannot also provide consultancy


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ISO 20000 and ITIL

ISO/IEC 20000 and ITIL are aligned but:

4 ITIL is a set of guidelines

4 ISO 20000 is a set of universal requirements

4 Minor differences in scope and grouping

Anyone can claim they have adopted ITILThe standard provides

4 A quality level for service management processes that can beaudited

ISO/IEC 20000 does not specify ITIL

4 ..but ISO 20000 would be difficult to achieve without ITIL

4 ..ISO 20000 checks ITIL has been adopted intelligently

ISO/IEC 20000 certification

4 Proof that an organization has implemented best practice

4 Independent, external auditing body

4 Personal certification examinations (consultant, auditor courses)

accredited by itSMF


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ITIL and ISO20000


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The position of the ISO 20000 qualitymanagement framework in respect to

other frameworks

PERFORMANCE:business goals

CONFORMANCEBasel II, Sarbanes-

Oxley Act, etc

Enterprise Governance

IT Governance

ISO9001:2000

ISO17799

ISO20000Best practice standards

QAProcedures

Processes andProcedures

Drivers

COBIT

COSO

SecurityPrinciples

ITIL

Balanced

Scorecard


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For more information . . .

ISO/IEC 20000 Certificationhttp://www.isoiec20000certification.com/

Institute of Service Managementhttp://www.iosm.com

itSMFhttp://www.itsmf.com

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