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ApracticalguideandcasestudyonleveragingITILv3andISO20000as
partofyouroverallbest-practiceecosystem.
Harpreet.K.Virdee,Director,MantaGroup
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Objectives
• ProvideatasterofITILv3and
ISO20000
• eaveyoupass onatean energized…spawnanewcareer..(?)
• Giveyoua“pragmatic”view.Whatitreallytakes.
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Agenda
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Agenda
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AboutTheMantaGroupBestPracticesEcosystem
www.mantagroup.com pg.00
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Agenda
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IT Function
ITServiceManagement
ITILv3Focus: BusinessValue
ITILv2 Focus: ITServices
EvolutionofServiceManagement
Support Delivery IT Services
ServicesLifecycle Processes Value
Service
StrategicPartner
Time
TechnologyProvider
ITInfrastructureMgt
ITILv1Focus:ProcessFramework
ar ner
40 books Processes
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WhatisaService?Ameansofdeliveringvaluetocustomersbyfacilitating
–
ITILV3Framework
withoutownershipofrisksorcosts
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Service Strategy
ITILV2MappingontoITILV3
Service Design Service Transition Service Operations
SS2Financial
Management
SS2Financial
Management
SS1
StrategyGeneration
SS1
StrategyGeneration
SD2
ServiceLevelManagement
SD2
ServiceLevelManagement
SD1Service
Catalogue
Management
SD1Service
Catalogue
Management
SD3Capacity
Management
SD3Capacity
Management
SD5
ITServiceContinuity
Management
SD5
ITServiceContinuity
Management
ST1Transition&
Planning
Support
ST1Transition&
Planning
Support
ST3
ServiceAsset&Configuration
Management
ST3
ServiceAsset&Configuration
Management
ST2
ChangeManagement
ST2
ChangeManagement
ST4
Release&Deployment
Management
ST4
Release&Deployment
Management
SO1Event
Management
SO1Event
Management
SO2
IncidentManagement
SO2
IncidentManagement
SO3
Re uest
SO3
Re uest
Continual Service Improvement
SS3Demand
Management
SS3Demand
Management
SS4
ServicePortfolio
Management
SS4
ServicePortfolio
Management
SD4Availability
Management
SD4Availability
Management
SD6Information
SecurityManagement
SD6Information
SecurityManagement
SD7Supplier
Management
SD7Supplier
Management
ST5
ServiceValidation&
Testing
ST5
ServiceValidation&
Testing
ST6Evaluation
ST6Evaluation
ST7
KnowledgeManagement
ST7
KnowledgeManagement
Fulfilment
Fulfilment
SO4Problem
Management
SO4Problem
Management
SO5Asset
Management
SO5Asset
Management
CSI1
7-StepImprovementProcess
CSI1
7-StepImprovementProcess
CSI3
ServiceReporting
CSI3
ServiceReporting
CSI2
ServiceMeasurement
CSI2
ServiceMeasurement
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TheStrategyCanvasforITILV2andV3
t a i l a n d o
r i e n
t a t i o n
HighITILV2
Attributes
L e v e l o f d
Low
StrategicFocus
EnterpriseInvolvement
OperationalOrientation
EaseofUse Scalability EaseofImplementation
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ISO20000:BasicConcepts
• Qualitystandard forITServiceManagement – BS15000fast-trackedtobecomeIS020000+AS8018
• ISO/IEC:InternationalOrgforStandardization
– US– ANSI(AmericanNationalStandardsInstitute)www.ansi.org
12
– CA– SCC(StandardsCouncilofCanada)www.scc.ca
• ITILv2formsthebasisofthestandard – ITIL=bestpractices:processflows,roles,KPIs,etc
– OGC
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ISOStagesOfAcceptance–
Fast-TrackMultipleStagesofISO
Standards:
60.60isthegoal
60.60isaFullyPublishedInternationalStandard
13
40.99on10/10/05
Movedto60.00on
11/24/05
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TheStandard
• Part1– (ISO20000-1) – ITSMSpecificationforServiceManagement
– 3editions– 2000,2002,2005
– Integratedprocessapproach
• Part2– (ISO20000-2)
14
– o eo rac ce or erv ce anagemen
– DetailedpracticesunderscopeofPart1
• +PD00015:Self-AssessmentWorkbook
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ISODocumentationAvailable
TheStandard
ISO20000- 1
15
requirementsthataretobeattainedbeforeCertificationcanbegranted
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Part1:Specification
Integratedprocessapproachtoeffectivelydelivermanaged
servicestomeetthebusinessandcustomerrequirements
Tensections:
– Scope
– Terms&Definitions
16
– ann ngan mp emen ng erv ce anagemen
– RequirementsforaManagementSystem
– Planning&ImplementingNeworChangedServices
– ServiceDeliveryProcess
– RelationshipProcesses – ControlProcesses
– ResolutionProcesses
– ReleaseProcess
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Plan-Do-Check-Act
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ServiceManagementProcesses
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RelationshipProcesses
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BusinessRelationshipManagement:• CustomerEngagementModel,Roles,ServiceReviews
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SupplierManagement
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SupplierManagement:• ConformanceistheresponsibilityoftheServiceProvider(notsupplier)
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RequirementsInAdditiontoProcesses
ManagementSystem – ManagementResponsibility
– DocumentationRequirements
– Competence,AwarenessTraining
PlanningandImplementingServiceManagement – Plan:PlanServiceManagement
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– Do:ImplementServiceManagement – Check:Monitor,Measure,andReviewServiceManagement
– Act:ContinuouslyImproveServiceManagement
PlanningandImplementingNeworChangedServices
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ExampleChangeManagementSpecification(s9.2)
Objective+Requirementsthatneedtobesatisfied
Objective: – Toensureallchangesareassessed,approved,implementedand
reviewedinacontrolledmanner
Requirementexamples:
22
– Allrequestsforchangeshallberecordedandclassified,e.g.urgent,emergency,major,minor
– Requestsforchangesshallbeassessedfortheirrisk,impactandbusinessbenefit
– Allchangesshallbereviewedforsuccessandanyactionstakenafterimplementation
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SupportingDocumentation
CodeofPractice
ISO20000
23
ProvidesveryspecificrequirementsagainsttheISO20000specification
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Example:ChangeManagement
CodeOfPracticeChangeManagement : – Sub-process:8.2.2Closingandreviewingthechangerequest.
Codeofpracticesthatneedtobesatisfied:
– Allchangesshouldbereviewedforsuccessorfailureafterimplementationandanyimprovementsrecorded
– Apost-implementationreviewshouldbeundertakenformajor
25
• a)thechangemetitsobjectives; • b)thecustomersarehappywiththeresults;
• c)therehavebeennounexpectedsideeffects
– Anyweaknessesordeficienciesidentifiedinareviewofthe
changecontrolprocessshouldbefedintoserviceimprovementplans
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Self-assessmentworkbook
PD0015
AnalysisagainsttheISO20000Standard
UseanacceptedChecklist
26
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Agenda
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Why?
• YoucanadoptITILandrealizethesamebenefits..
• ButISOgivesyouthe
Who?
• 355organizationsarecertified• UK(52),India(42),
Japan,China,S.
WhyandWhohasgonedownthispath?
a geo onour...And..
• NeedtoimplementITILbestpracticestogetthecertification.
orea s , .• Canada(?)…
• Predominantlysupplierorganizations:Verizon,Unisys,Fujitsu..
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AlliedIrishBank
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FirstIteration
• Falsestarts
• Non-cohesiveapproach
• Noprograminitiated
• Programkick-off
• Agreedonframework(ITIL)
• Difficult maintainin executivesu ortandcommunicatin benefits
30
AIBintheSpotlight
Iteration
• Difficultysustainingstaffbuy-in
ThirdIteration
• EstablishednewgoalofISO20000Certification
• Executivebuyinestablished– endpointdefined
• Staffbuyinestablished– jobsecurity
• ContinuousServiceImprovementformalized• Certificationmilestonesdrovetheprogram
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31
Year Outages Average Outage Time
(mins)
Total Outage Time
(hours)
2005 1901 207 6,558.52006 1834 185 5,655
2007 1545 138 3,553.5
2008* 1175 104 2,037
WithamatureServiceLevelmodel,detailedtrackingofcosts/eventsinbusinesstermsispossible
29weeksofBranchbanking
6weeksofpersonalonlinebanking
12weeksofcommercialonlinebanking
ITResultscommunicated
inthecontextofbusinessvalue
*2008valuespro-ratedfromAug31st,2008data
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Agenda
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The“Who’swho”ofISO20000
ITSMFcreatedandmanagesthe
ISO20000certificationscheme:
• Becomearegistered
ITSMFaccredits
ISO200000trainingproviders:
• AccreditedCourse
Consulting
Organizations:
• Adoptionofbest-practicesto
33
Certification
Body/auditor(RCBs)
• CanconductanISO20000audit
Providers(ACP)
• Auditorcourse– 2days
• Internalauditor/con.course– 3days
supporta
certification• ISO2000pre-
readinessassessment.
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1.Planforeligibilityandscope
UnderstandEligibilityfortheITSMFcertificationscheme:
– Foragiven“scope” – Conformtoall217requirementsofthestandard. – IfyououtsourcesomeofyourITservices,needto
provethatyouhaveretainedmanagementcontrol:
34
• nput• Output• Metrics• Accountability
• ContinuousImprovement – Internaltraining?
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2.Plan&designproject
• Setcertificationasaformalproject.
• ConsiderInternaltraining
– Note- re-certificationrequireson-goingoperationsagainstthestandard– needin-houseexpertise.
35
• an or eopera ona ong- erms ra egy
• Conductabaselineassessment
– InternalPD0015workbook
– Externalconsultancyfirm
– Assessgapsoncurrentprocessesagainstthestandard
– Createanimplementationroadmap.
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Implementationroadmapbasedongapanalysis
SecurityManagementisrequiredfor
Certification
Noteadditionalprocessesare
covered.
36
Reachobjective:Conformtoall217requirements.
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3.DotheAudit
Auditor AuditeeOffsitepaperauditofdocumentedprocesses.ThisauditisagainstachecklistofrequirementsintheStandard
Writtenreportofpaperfindings Remediateissuesidentifiedininwritten
report
Onsiteaudittoverifyactualimplementationofdocumentedprocesses
Demonstratescompliancewithdocumentedprocesses
37
CulminatesintheWrittenReportofOverallFindings
Answersanynoncompliance
Majornoncompliance Answersnoncomplianceorremediateinpreparationofre-audit
CERTIFICATIONISGRANTED
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4.It’snotover…Assessments
Certificationachievedyippee…
On-goingcommitmentbySurveillanceaudits – AtclientssiteeverysixortwelvemonthsbytheRCB
– Reviewsubsetofrequirements.
– Aimtocoverallrequirementsbeforethenextreassessment.
Reassessment:
38
– Conductedeverythreeyearson3rd anniversary.
– Fullassessmentonallrequirements.
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Agenda
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• ThisisagrowthareaforNorthAmerica.
• ISO20000canpropelthe“sustained”adoptionofbest-practicesbyproviding:
• Milestonetargets
• “Aprize”– logo
• ContinualImprovementandGovernance
Summary
• Note:“ScopingStatement”ofISO20000compliance.• Youcanstillachievethesamebenefitsthroughadopting
ITILpractices.
• Achievingthosebenefitsdependson“how”youadopt:• Governance&Compliance
• OrganizationalandBehaviouralChange
• ProcessandAutomation.
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ThankYou…Questions?
ISO:www.iso.orgitSMF:www.itsmf.com
BSIAmericas:www.bsiamericas.comANSI:www.ansi.org
41
SCC:www.scc.ca
Scopingguidelines:www.isoiec20000certification.com
