1. ITIL and ISO/IEC 20000 Mr. Steve Pratt
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2. 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 Certification scheme
ISO Eligibility
How does an organisation achieve Certification?
Alignment of ITIL and ISO 20000
Reasons for Implementation
Benefits of Implementing the ISO Standard
Where to go from here
Summary
Questions
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3. IT Service Management
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4. 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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5. 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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6. 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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7. Moments of Truth – Jan Carlzon
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
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8. Realisation of Benefits
itSMF survey - 70% achieving “tangible and measurable” benefits
Gartner - 85% resolution at FPOC - cost per call down 30% % reduction in new product cycle
IDC survey - 79% reduction in downtime and other factors - total savings per user c $800 p.a. - ROI up 1300%
Barclays - Downtime reduced from 60 to 15 mins
Proctor - $100 million p.a. savings!
and Gamble
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9. ITIL
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10. 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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11. “Adopt and Adapt” Quality processes Non-prescriptive guidance
Vendor/technology independent
Focused on process and people
“Adopt and Adapt”
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12. Enables development and delivery of high quality IT services
ITIL - The Four P’s
Enables development and delivery of high quality IT services
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13. Developing effective Quality ITSM solutions
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
Where are
we now?
Measurable
Targets
How do we keep
the momentum
going?
The question is often asked – which process to implement first? The answer is all of them! None of the processes achieve full benefit until all have been implemented. However, practically it is not always possible to do this through budgetary or resource constraints, and ITIL recognises this therefore the answer is to identify where the business is feeling the most pain, or where the greatest need is.
What is the Vision? The vision setting should set and align business and IT strategies.
Where are we now? Assess the current situation to identify strengths and weaknesses, analyse the current position in terms of the business, IT, processes, people and technology
Where do we want to be? Development of the principles defined in the vision and setting measurements and metrics
How do we get where we want to be? Detailing the CSIP
How do we know we’ve arrived? Metrics to show achievements
How do we keep the momentum going? The process should enable momentum to be maintained.
Projects can be set up to implement aspects of the CSIP. Each process should be implemented using a Project Methodology such as PRINCE2.
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14. ITIL Processes & Function

15. Benefits of ITIL
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
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16. ISO/IEC 20000
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17. 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 standard defines the requirements for an organisation to deliver managed services of an acceptable quality for its customers
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18. Structure and Contents of ISO/IEC 20000
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19. Structure of ISO 20000
The 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

20. 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

21. 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

22. Contents of ISO 20000 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
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23. ISO Processes
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24. ISO/IEC 20000 Certification Scheme
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25. The scope of Certification
ISO 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
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26. Registered Certification Bodies (RCBs)
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
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27. Registered Certification Bodies (RCB)
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
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28. ISO Relationships
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29. Eligibility for Certification
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30. Eligibility criteria
An organisation must be able to demonstrate it has management control of each of the ISO 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
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31. 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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32. Achieving ISO/IEC 20000 Certification
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33. Understand what’s involved
Assess what has to be done and obtain senior management buy-in
Develop a vision and plan
Get access to ITIL and ISO documentation:
ISO Part 1 - Specification
ISO Part 2 – Code of Practice
BIP – A Managers guide to service management
BIP – IT service management – self assessment workbook
Consider other relevant standards:
ISO – Information security Management
ISO – Quality management systems
ISO – Guidelines for configuration management
ISO Information Technology Process Assessment
ISO 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
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34. Realising and articulating the benefits
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
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35. Main steps to certification
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
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36. The certification audit
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 Certificate
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37. 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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38. Alignment with ITIL
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39. ITIL Service Support Processes & Functions

40. ITIL Service Delivery Processes

41. 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 allows an organisation to be effectively measured
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42. Alignment of ISO 20000 and ITIL
ISO 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 Certification is fast becoming another business requirement for organisations to remain competitive
ISO is aligned with ITIL
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43. Inter Relationships
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44. Gartner
“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 as a frame of reference and baseline”
Adopted internationally as ISO in December 2005
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45. Reasons for Implementation
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46. Reasons for Implementation
ISO has become a basic business requirement for an organisation in the same manner as ISO 9000
ISO provides the organisation with the means to operate more effectively and efficiently
ISO provides an auditable method by which it can assess the quality and conformance of its IT Services
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47. Reasons for Implementation
ISO assists organisations to enforce process compliance
ISO helps to significantly improve the morale of the IT department, the business and ultimately the Customer
ISO provides clear evidence that the quality of IT Service Management is taken seriously
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48. Benefits of ISO/IEC 20000
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49. 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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50. 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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51. Where to go from Here
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52. Where to go from Here
Prepare for certification through Consultancy Services
Assessment, implementation of processes, mentoring and guidance
Undertake various forms of training:
ISO Consultants Certificate:
Aimed at experienced IT Service Management practitioners whose roles and responsibilities include preparing organisations for the adoption of ISO
ISO 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 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
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53. Useful Websites www.isoiec20000certification.com www.itsmf.com
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54. Summary
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55. Summary
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 provide a solid framework for developing an appropriate solution
Almost all quality improvement comes via simplification of design, manufacturing... layout, processes, and procedures Tom Peters
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56. Questions
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