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Institute of Technology & Management Khargar, Navi Mumbai

ISO/IEC 20000 and ITIL


Presented By Dhananjay Anumandla Shaunak Sontakke Batch: 25 IT

Topics Covered

ISO/IEC 20000 Overview Why ISO 20000 ? ITIL Overview ITIL & ISO/IEC 20000 ISO 20000 Processes Central Requirements for ISO 20000 Benefits and Limitations of ITIL ISO/IEC 20000 relationship with ITIL ISO 20000 Certification process Key differences ITIL and ISO 20000 ISO/IEC 20000 Success factors

ISO/IEC 20000 Overview

ISO/IEC 20000 is the first international standard for IT service management. It was developed in 2005, by ISO/IEC and revised in 2011. It is based on and intended to supersede the earlier BS 15000 that was developed by BSI Group. ISO/IEC 20000-1:2011 includes "the design, transition, delivery and improvement of services that fulfil service requirements and provide value for both the customer and the service provider. ISO/IEC 20000-2:2012 provides guidance on the application of service management systems (SMS) based on the requirements in ISO/IEC 20000-1:2011.

Why ISO 20000 ?


Is an international ISO standard and thus allows for an organization certification Organization certification vs. people certification Certified by independent, external bodies Demands for continual quality assurance and improvement Alignment of information technology services and business strategy Provides a benchmark type comparison with best practices Strong market positioning on quality and costeffective services Enhanced reputation and perception

ITIL Overview

The Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business ITIL describes procedures, tasks and checklists that are not organization-specific, used by an organization for establishing a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement. The names ITIL and IT Infrastructure Library are owned by United Kingdom's Office of Government Commerce (OGC)

ITIL and ISO/IEC 20000

ITIL provides guidance on what should be done in order to offer users adequate IT Services to support their business processes ITIL qualifications are available for individuals but until recently there was no way for an IT organization to prove that it is working along the ITIL recommendations The ISO/IEC 20000:2011 standard was conceived to fill this gap, it is modeled upon the principles of ITIL and allows IT organizations to have their IT Service Management certified In contrast to the ITIL, ISO 20000 does not offer specific advice on how to design your processes. It is rather a set of requirements which must be met in order to qualify for ISO 20000 certification. As a result, ITIL is a very good basis for developing ISO 20000 compliant processes.

ISO 20000 Processes

ITIL Processes

Central Requirements for ISO 20000

ISO 20000 promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements. ISO 20000 does not prescribe that its requirements must be met by following the ITIL recommendations, so there are many possible ways to achieve compliance. Introducing ITIL, however, is the most widely used approach for obtaining an ISO 20000 certificate. It is also important to prove that IT processes are documented, actively managed, and continually improved.

Benefits and Limitations of ITIL

SO/IEC 20000 relationship with ITIL


ISO/IEC 20000 ITIL 2011
Service Management System general requirements
Design and transition of new or changed services Service delivery processes Relationship processes Resolution processes Control processes Related evidence (documents and records) ITIL processes which fulfill the requirements

SO/IEC 20000 relationship with ITIL

ITIL was explicitly written to be aligned with ISO 20000, as the following table exemplifies: for every section in ISO/IEC 20000:2011, Part 1 (Mandatory Requirements) there are one or several related ITIL processes. The following table summarizes in broad terms how the main ISO 20000 processes correspond to ITIL processes (ITIL 2011 main processes). ITIL-ISO20000processes.xls

ISO 20000 Certification process

Does not certify the IT Service itself or single processes but the whole Service Management System (SMS) for the scope defined. To get the certification all requirements of the specification must be fulfilled there is no pick and choose The certification is valid for a period of three years and consists of Certification audit Yearly verification audits Re-certification audit after three years

ISO 20000 Certification process

ISO 20000 Certification process

Key differences ITIL and ISO 20000


The basic principles behind ITIL and ISO 20000 are very much in line. The key differences are: ITIL certifications are available for individuals only, whereas ISO 20000 is a certification scheme for organizations. ITIL is a rather detailed collection of best practices, while ISO 20000 is an international standard that sets out Service Management requirements for IT organizations. When organizations say they are compliant to ITIL, very often this statement is not verifiable; a certification according to the ISO 20000 standard means there has been an objective assessment. ITIL focuses on the life cycle of services, but offers less guidance on establishing and operating the Service Management System (SMS) itself

ISO/IEC 20000 Success factors

Management commitment and support allocation of resources and capabilities Focus on the implementation and the appliance in the daily business and not on the creation of documents only Involve people Appropriate time frame Usage of adequate tools Certification should not be an end in itself

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