Beyond ITIL To BS15000

How Did It Start

BS15000 grew from ITIL and the need to demonstrate
conformance with best practice.

Developed by BSi as part of their guidance on IT Service
Management.

Designed form the beginning to fit in with ITIL,by many of
the same people who were rewriting ITIL at the time.
BS15000 is the world's first formal standard for
IT Service Management developed by the British
Standards Institute.
What Is BS15000
The heart of BS15000 is some 6 pages of carefully
chosen words.These words set out to define and
delineate what things an organisation must to do in
order to deliver and support IT services for its
customers, be they internal or external customers. It
was developed by the British Standards Institution (BSi),
initially in 2000, and has now been revamped and
released as part of a larger integrated family of IT
Service management publications.
What Is BS15000
The BS15000 certification scheme was formally
launched on 1
st
July 2003.
The Scheme
The scheme is owned and administered by IT
Service Management Forum (itSMF).
The itSMF accredits auditing organisations to
assess certification of an IT service provider
against the requirements of BS15000.
What Is BS15000
BS15000 itself consists of two parts.
Part 1 is the formal standard, this sets out
what an organisation is required to do for
compliance and to achieve certification
against that standard.
Also available is the PD0015 workbook a
self service assessment workbook for
companies wishing to achieve BS15000.
What Is BS15000
The specification defines the requirements for an
organisation to deliver managed services of an
acceptable quality for its customers.
It documents a list of objectives and controls that an
organisation may require to meet their business needs.
What Is BS15000
Part 2, known as the Code of Practice expands
upon the bare requirement, offering expansion and
guidance to service providers who wish to achieve the
standard.

It follows the same base structure as Part 1 but in
less formal terminology,expanding where appropriate.

It describes the Best Practices for service
management processes within the scope of BS15000-1
Why BS15000
Gartners View : -
BS15000 certification should be much more
indicative of quality and performance in IT
Services Management than ISO 9001:2000.
This is because it will be much tougher to obtain
certification and therefore would be more
valued because of its direct relevance
- Gartner, July 2003
Why BS15000
What are the key business drivers of the standard? : -
To provide a formal and auditable standard for
the delivery of IT Services within an
organisation.
To reinforce and provide formal accreditation
based on the best practice as defined by the
existing BSI Code of Practice for IT Service
Management (PD0005) and the Internationally
adopted IT infrastructure Library (ITIL) best
practice guidance.
To be the foundation of a future ISO
international standard.
Why BS15000
Whats in it for the industry? : -
Greater momentum of industry norms based
around ITIL

Common vocabulary and service metrics

Improved consistency in quality of service
Why BS15000
Why an organisation should look to becoming BS15000
accredited? : -

Gain a marketing/competitive edge
Potentially required by UK Government
Developed to fit in with ISO9000 family
Gartner sees a bright future for the standard,
predicting a significant proportion of end-user
(40%+) IT organisations seeking conformance by
2008
Why BS15000
The Provision of High Quality IT Service

Commitment to Service Management

Understanding of Best Practice

Implementation of Best Practice

Ongoing Maintenance of Best Practice
What does achieving certification mean?
Demonstration of
Why BS15000
What about the future?

No competing international standards therefore
Gartner believe it is very likely that BS15000
will be put forward to the International
Organisation for Standardization (ISO) for it to
become an ISO standard in its own right or as
part of ISO 9001.
What is involved?
Typically an organisation will need to:
Demonstrate to their own satisfaction that they have
appropriate evidence of conformance to the Standard

Obtain an outside view prior to the audit either
external Consultant or Internal Audit Team

Arrange and participate in the formal audit


The BS15000 Journey
Whats the Vision?
Where are we now?
Where do we want to go?
How do we get there?
How do we know weve arrived?
How do we maintain momentum?
Planning BS15000
To infinity and beyond
BS15000 For Beginners
Whats the current position?
What do we want to achieve?
How do we get there?
BS15000 Process Flow
Where are
we now?
Where do we
want to go?
How do we know
weve arrived?
How do we
get there?
Whats the
Vision?
High Level
Business Objectives
Assessment of
current position
What do we want
to achieve
Service Improvement
Programme
Measurable
objectives
Source: Planning to Implement
Service Management.
How do we
maintain
momentum?
Whats the Vision?
A Service Management vision is mutually
agreed between IT and the Business by looking
at their forward business objectives.

The vision must include all aspects required to
realise the vision, People, Processes and
Products.
BS15000 Process Flow
Where are
we now?
Where do we
want to go?
How do we
get there?
Whats the
Vision?
High Level
Business Objectives
Assessment of
current position
What do we want
to achieve
Service Improvement
Programme
Measurable
objectives
Source: Planning to Implement
Service Management.
How do we know
weve arrived?
How do we
maintain
momentum?
Where Are We Now?
Operation maturity
Compare process philosophy with ITIL
Identify skill levels
Establish depth of documentation
Establish awareness
Current Performance
Product metrics
Service Level Agreements
Customer Satisfaction
Surveys
Liaison meetings


Potential Barriers
Budget
Are appropriate processes in place?
Are the right skill sets available?
Will technology permit progress?
Does the organisation culture encourage
change?
How far are we from where we expected to be?
Is the IT organisation focused on the Business?
IT &The Business
IT
Business
Group Forces
External Customers
Market Forces
Legislation
Perceptual Barrier
ITSM is the Service
Delivery
Mechanism for IT
SAP, BAAN,
Peoplesoft ..
Openview, Tivoli, TNG
Service Mgt Tools
ITSM
Operations
Management
Infrastructure
Management
BS15000 Process Flow
Where are
we now?
Where do we
want to go?
How do we
get there?
Whats the
Vision?
High Level
Business Objectives
Assessment of
current position
What do we want
to achieve
Service Improvement
Programme
Measurable
objectives
Source: Planning to Implement
Service Management.
How do we know
weve arrived?
How do we
maintain
momentum?
What We Want To Achieve
BS15000 Process Flow
Where are
we now?
Where do we
want to go?
How do we
get there?
Whats the
Vision?
High Level
Business Objectives
Assessment of
current position
What do we want
to achieve
Service Improvement
Programme
Measurable
objectives
Source: Planning to Implement
Service Management.
How do we know
weve arrived?
How do we
maintain
momentum?
How is the journey managed?
Imperative to effectively manage the
project
Identified Project Manager
Defined Project organisation
Issues identified and resolved
Resources need to be available
Regular progress reports

Communication
Awareness campaign
Keep people informed
Outline reasons and benefits
Use all available methods
Throughout the project
Encourage feedback and comments
Organisational Change
The SIP will cross many organisational
boundaries
It may also result in people working
differently and even doing different jobs
Even the best plan will suffer if these
are not taken into account
This is why gaining commitment,
motivation, involvement and
communication are so important
These aspects can reduce the resistance
to the changes
Cultural Change
The SIP will also have an impact on the Culture
of the organisation
It will change values, beliefs and practices
shared within the organisation
Again, many people will be resistant to these
changes
It is important to discuss these issues and re-
iterate the benefits of the programme
Training
If process and products are changing,
people will need training
Identify people affected
Identify best training approach, class,
self-learning, external etc
Plan for the training
BS15000 Process Flow
Where are
we now?
Where do we
want to go?
How do we know
weve arrived?
How do we
get there?
Whats the
Vision?
High Level
Business Objectives
Assessment of
current position
What do we want
to achieve
Service Improvement
Programme
Measurable
objectives
How do we
maintain
momentum?
Source: Planning to Implement
Service Management.
Arrival
After our careful planning and
exhausting journey, how do we know
we have arrived at the correct
destination?
BS15000 Process Flow
Where are
we now?
Where do we
want to go?
How do we know
weve arrived?
How do we
get there?
Whats the
Vision?
High Level
Business Objectives
Assessment of
current position
What do we want
to achieve
Service Improvement
Programme
Measurable
objectives
How do we
maintain
momentum?
Source: Planning to Implement
Service Management.
Maintaining Momentum
Once we have achieved our goals, how do
we ensure we maintain them?

We may have arrived at the correct
destination, but how do we stop ourselves
ending back up where we started?
Momentum Issues
Initial enthusiasm quickly vanishes
Perceived lack of success
Business fashions change
Technology advances impact programme
Loss of Champions
Resistance to change re-surfaces
Maintaining Momentum
Continuous measurement
Regular reports
Shout about success
Continued improvement
Staff motivation
Constantly reinforce message
Retain focus
Achieving BS15000
Assessing your current practices.

Comparing that with BS15000 process requirements.

Documenting and understanding the differences.

Closing the gap.

Being audited for compliance

Having the party.

Maintaining that compliance
Demonstrating Conformance
The auditors will need to be satisfied that :

The relevant processes exist within the organisation

The processes are documented in appropriate
procedures

All relevant staff have access to, understand and
follow those procedures

Demonstrating Conformance
Traditionally ,within the ISO9000 certification
process, most of the demonstration of conformance
has rested upon supporting documentation.
Within BS15000 much of the evidence can be
supported by the proper implementation of a fully
integrated Service Management tool.
Demonstrating Conformance
A well implemented tool can :
Enhance and support the organisation in executing
the practices that conform with BS15000 process
Provide evidence of conformant process
Effectively constitute the process itself
What Is BS15000
Incident Management - Specification
Objective: to restore agreed service to the business as
soon as possible or to respond to service requests.
All incidents shall be recorded.
Procedures shall be adopted to manage the impact
of service incidents.
What Is BS15000
Incident Management - Specification
Procedures shall define the :
Recording
Prioritisation
Business Impact
Classification
Updating
Escalation
Resolution and formal closure of all
incidents

What Is BS15000
Incident Management - Specification
The customer shall be kept informed of the progress of
their reported incident or service request and alerted in
advance if their service levels cannot be met and an
action agreed.
All staff involved in incident management shall have
access to relevant information such as :
Known errors
Problem resolutions
Configuration Management Database
What Is BS15000
Incident Management Code of Practice
Objective : to restore normal service as soon as possible
in order to minimise business disruption.
Incident management should be :
Both a proactive and reactive process, responding
to incidents that affect , or potentially could
affect the service.
Be concerned with the restoration of the
customers service, not with determining the
cause of the incidents.
What Is BS15000
Incident Management Code of Practice
The Incident management process should include :
Call reception, recording, priority assignment,
classification.
First line resolution or referral.
Consideration of security issues.
Incident tracking & lifecycle management.
Incident verification & closure.
First line customer liaison.
Escalation.
What Is BS15000
Incident Management Code of Practice
The record closure procedure should include checking
to ensure that :
Details of resolution have been accurately logged.
The cause is categorised to facilitate analysis.
Both customer & support staff are aware of the
resolution.
The customer agrees that the resolution has been
achieved.
If a resolution is not to be achieved or not
possible, the customer is informed.
How Can A Tool Help?
BS15000 also requires that service Incidents are effectively
managed and customers kept informed of the progress of
Incidents.
In line with the BS15000 standard a tool should allow
incidents to be :
Tracked
Meaningfully Updated for tends and reporting
Measured against SLA targets
Escalated with appropriate notification to Users
Re-assigned based on working procedures
State Changed to Problem, Known Error and
Change
Formally Resolved and Closed
How Can A Tool Help?
BS15000 also requires that staff managing incidents have
access to all relevant information.
The Tool should have :

A comprehensive Knowledgebase

Similar matching functionality for
Incidents
Problems
Known Errors

An internal Configuration Management Database
How Can A TOOL Help?
BS15000 also requires that all Changes should be recorded
and classified.
It also requires that the change process will control :
The approval

The implementation

The review

The ability to reverse or alter the process
How Can A Tool Help?
A Tool should also support all of these as well as :
Emergency changes
CAB assessment
Forward schedule of change/change calendar
Strategic decision points to control the direction
and content of the process
The ability to dynamically alter the assigned or
authorising user or support teams
Complaints process
Control of Configuration Items
How Can A Tool Help?
Configuration management objective:

To define and control the components of the service and
infrastructure and maintain accurate configuration
information.
How Can A Tool Help?
The CMDB should hold details of all C.I.s and their
components including a Service Catalogue.
It also maintains records of the C.I.s :
Physical and Organisational details
Financial and SLA details
Maintenance and Supplier contracts
Movement history
Relationships with other C.I.s for impact
assessment
Ongoing costs and current status.
How Can A Tool Help?
Service Level Management objective:

To define ,agree, record and manage levels of service
How Can A Tool Help?
The Tool should record and measure distinct SLAs for each
incident , problem or change :

The SLA agreed with the Customer

The OLA within IT

The supplier SLA

Response , resolution and Escalation times for
all of these.
How Can A Tool Help?
Many of the standard reports available within the Tool
should address the BS15000 requirements in the area of
Service Reporting, including :

Performance against service levels
Non compliance and issues, e.g. against the SLA
or security breaches
Performance reporting following major events
Trend information based on physical,
organisational and product structures
Fault types
Summary
We Have Looked At : -

What BS15000 Is

How It Came About

Why We Should Have It

How We Can Get It

How Can A Tool Help
Beyond ITIL To BS15000