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What is ISO20000?
Ben Kalland, Tieturi
Helsinki, Tampere, Turku, Tukholma, Gteborg | www.tieturi.fi
Agenda
What is ISO/20000 and why should I care? History and future Relationship to ITIL and other standards Certification, who, how much, why and when ISO20000 processes difference to ITIL How to proceed from here
Service Strategy
strategic analysis, planning, positioning
Service Design translates plans to designs and specifications Service Transition ensures design will deliver and can be operated Service Operation manage a service throughout production life Continual Service Improvement measure performance for maximum benefit
ITIL
ITIL knowledge can be certified for individuals
Foundation Practitioner Service Manager ITIL Expert
An organisation cannot be ITIL certified Anyone can claim they have adopted ITIL
ISO/IEC 20000
Worldwide standard for IT Service Management International certification against standard Proof that best practices are implemented ITIL not requirement Not as deep as ITIL minimum requirement ITIL is a set of guidance ISO is requirements Easier to achieve if ITIL based approach 200 + requirements to be able to demonstrate compliance Based on BS15000, 400 minor adjustments Certification for Quality Management (not i.e. tools)
Note!
ISO/IEC 20000 certifies the quality management system and processes SUPPORTING the products or services provided. It does NOT certify the products or services themselves.
Requirements
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 Compulsory requirements shall Basis for independent auditing Example: All incidents shall be recorded
Guidance
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 Guidance should Explanations, not compulsory Ex: The process for a major incident should include a review
Scope
Part 3 - Scope & Applicability
Advice on scoping for service management Planning & improvements Scope statements for certification audits Suggestions on applicability include adding communications or wider technology enabled services Not yet formally agreed.
52 50 41 35 34 20
Eligibility
An organisation must be able to demonstrate it has management control of each of the ISO 20000 processes
All requirements must be met If a process or function is outsourced, the organisation must retain management control Control of input, policy setting Use and knowledge of output Define metrics and continuous improvement
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
Delivery processes
Support processes
How to proceed
Prepare for certification through Consultancy Services Assessment, implementation of processes, mentoring and guidance Undertake various forms of training:
ITIL Foundation, Practitioner, Managers Planning To Implement Experiential Learning & Awareness
Select an approved Registered Certified Body
Audits
RCB Needed documentation
Evidence of intention: process designs, SLAs, plans, contracts, ...
Inputs, specifications
Records of achievement or activities performed: statistical data,
minutes of meetings, RFCs, ...
Outputs
Surveillance audits at least annually Full re-audits every three year Internal audits at planned intervals
More information?
Ben Kalland ITIL Expert, ISO 20000 Foundation certified consultant Accredited ITIL trainer ben.kalland@tieturi.fi Tieturi Oy, HTC Santa Maria Tammasaarenkatu 5 00180 HELSINKI www.tieturi.fi/itil