Royal Scientific Society Eng. Nael Almulki

Royal Scientific Society FunctionsAbout RSS RSS was established in 1970 as an independent, not-for- profit non-governmental Organization (NGO). RSS is mainly engaged in scientific and technological R&D, consultation, training, and various support services. R&D: Consultations & Technical Services: Technology-based Training: Technology Transfer:

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Benefits and Tips of Implementing IT Service Management Standard ISO in Industrial & Business Institutions Eng. Nael Almulki

What is ISO/IEC 20000?What is ISO/IEC 20000? The aim of ISO 20000The aim of ISO WHY?WHY? Who is ISO/IEC for ?Who is ISO/IEC for ? The Benefits of ISO ImplementationThe Benefits of ISO Implementation Tips for Successful ISO/IEC CertificationTips for Successful ISO/IEC Certification

What is ISO/IEC 20000? ISO/IEC is the first worldwide International Standard for IT Service Management. ISO/IEC provides a recognized accreditation against which an organization can demonstrate to their customers that it’s IT Service Management processes represent best practice. The certification scheme for BS15000 run by itSMF has been updated to become the scheme for ISO/IEC ISO/IEC consists of two parts: –ISO/IEC :2005, Specifications –ISO/IEC :2005, Code of Practice

ISO/IEC :2005 Is the formal Specification and defines the requirements for an organisation to deliver managed services of an acceptable quality for its customers. The scope includes: Requirements for a management system; Planning and implementing service management; Planning and implementing new or changed services; Service delivery process; Relationship processes; Resolution processes; Control processes; and Release processes.

ISO/IEC :2005 Is the Code of Practice and describes the best practices for Service Management processes within the scope of ISO/IEC The code of Practice will be of particular use to organisations preparing to be audited against ISO/IEC or planning service improvements. The aim of ISO The aim of ISO – inherited from BS – Is to ‘provide a common reference standard for any enterprise offering IT services to internal or external customers’. Given the importance of communication in Service Management, one of the most important targets of the standard is to create a common terminology for service providers, their suppliers and their customers.

WHY? ISO/IEC :2005 promotes the adoption of an integrated process approach to effectively deliver managed services to meet business and customer requirements. to identify and manage numerous linked activities provides the ongoing control, greater efficiency and opportunities for continual improvement. Increasing advanced facilities (at minimum cost) to meet their business needs.

Who is ISO/IEC for ? All businesses large and small will be interested in ISO/IEC 20000, as it is the recognized means of benchmarking the delivery of IT to the business. It is sector independent, and relevant to both public and private sector organizations. The main parties that may take specific interest in ISO/IEC are: –providers of IT service management services, –businesses outsourcing their IT services, –businesses managing their own IT services and –All providers wishing to benchmark their existing IT service management services.

The Benefits of ISO Implementation 1.The reputation of ISO and the international recognition of the IT Service Management System that ISO brings is a real boost to any company’s reputation. 2.It reduces risk by offering trustworthy support from IT professionals (in-house or outsourced), when and where it is needed most. 3.This helps to place any IT situation under immediate control and lessens their potential damage. 4.Employee productivity is also enhanced, as is the reliability of your IT system. 5.Certification motivates organizations and demonstrates the reliability and quality of their IT services to employees, stakeholders and customers.

The Benefits of ISO The Benefits of ISO CONT… 6.Certifying your IT Service Management System will help your organization to develop and improve performance. 7.ISO enables you to demonstrate high levels of IT service quality and reliability when bidding for international contracts or expanding locally to accommodate new business. 8.Regular assessment carried out helps you to continually use, monitor and improve your IT service management system and its processes. This improves the reliability of your internal operations to meet customer requirements as well as overall performance. You are also likely to witness a significant improvement in staff motivation, commitment and understanding of their responsibilities. 9.ISO can also link with other systems. Integrating the audits of these management systems will save time and money.

Tips for Successful ISO/IEC Certification Executive and top management have to support the initiative Motivate and successfully engage the staff Conduct risk analyses upfront Make processes operational The certification is only the first step