ISO/IEC20000 series strategyISO/IEC20000 series strategyand

its status worldwide 

Dr Jenny Dugmorei i i dService Matters Limited

Convenor JTC1/WG25/IT Service management – the 20000 series

What is ISO/IEC 20000?

• First international standard for IT service management• First international standard for IT service management 

• ISO best seller

• Management system standard• Management system standard– Part 1 ‐ Requirements for third party audits (‘shall’)

– Part 2 ‐ Advice on requirements (‘should’)Part 2  Advice on requirements ( should )

• Framework independent / widely applicable– Often used with ITIL®

• Used for service improvement and as a quality goal

• Supported by books, training & qualificationspp y , g q(EXIN, ISEB, itSMF, IRQA/JIPDEC………..)

Barcelona March 2009

What is ISO/IEC 20000?

• The history of the 20000 series

• Links to other service management best practices• Links to other service management best practices

• Using the 20000 series for:– Service improvement;

– Assessments;

– Professional qualifications in service management

• The 20000 series now

• Maturity/capability models as part of the 20000 series

• The relationship between 20000 and other standardsThe relationship between 20000 and other standards, methods and frameworks:

• Plans for the 20000 series (to be agreed in Niigata 28th• Plans for the 20000 series (to be agreed in Niigata 28th

May 2010)

The history of the 20000 seriesA British Standards Institution Initiative veA British Standards Institution Initiative1989: BSI committee established1995: Code of practice published covering four processes In

itiativ

1998: Bigger and better code of practice published2000: BS 15000 Requirements published (“shall”)2001: Industry consultation on edition 1 / early adopters nm

ent 

2001: Industry consultation on edition 1 / early adopters2002: Edition 2 – Management system standard

Aligned with ISO 9001Compatible with ITIL® K 

Govern

Cooperation agreement by BSI p

2003: itSMF‐UK set up a certification scheme2004: February – 3 organisations certified

October – Fast track submission to ISO d as UKand UK Government

October  Fast track submission to ISO2005: May ‐ vote in favour of ISO/IEC 20000 being published

December – published as two parts ISO/IEC 20000‐1 and ‐22006 Ma Work Gro p 25 starts ork ve

lope

d

2006: May ‐ Work Group 25 starts work

2007: May ‐ New work items proposed……… TIL®

dev

Harmonisation of ISO standards

2009: ISO/IEC 20000‐3: Guidance on scope definition and applicability 2010: Exemplar implementation plan for ISO/IEC 20000‐1

IT

The history of the 20000 series

Q lit t d d tCertification schemePart 1Part 1

Quality standard to be aimed for

BSI Self-assessment Part 2Part 2Explains the

requirementsworkbook

ITIL best ITIL best practicespractices

Best practice advice

InIn--house procedures /house procedures /Local

doc ments

practicespracticesadvice

InIn--house procedures / house procedures / work instructionswork instructions

documents

Links to other best practice material

Terms

ITIL®Information security

COBIT ®ManagementManagementsystemsystem

ServiceQ lit

Governance standards 

(38500 series)

securityISO/IEC 27000 series

systemsystemstandardsstandards

Service ManagementISO/IEC 20000 series

Quality managementISO 9000 series

(38500 series)

Process assessment model (SPICE)ISO/IEC 15504

Systems engineering

ISO/IEC 15288S/W Asset Management (SAM) S/W Reference

9001 for S/WISO/IEC 90003

Management (SAM)ISO/IEC 19770 Model

ISO/IEC 12207

Software & systems engineeringSoftware & systems engineering( f & t)( f & t)

1702119011 (process reference & process assessment)(process reference & process assessment)19011

The 20000 series for service improvements

105105• Process improvementsUnit cost of incident/problem solving

105

90

105

90

• Process improvements• Reactive becoming proactive

D f t id

Inefficient

75

60

75

60

– Defect avoidance– Faster resolution

• Overheads reduced45Eu

ros

45Euro

s

• Overheads reduced• Better service levels

L i kEfficient

30

15

30

15

– Lower risk– Faster changes

C t ti f tiJ M M J S N J M M J S N J M M JJ M M J S N J M M J S N J M M J

0J M M J S N J M M J S N J M M JJ M M J S N J M M J S N J M M J

0

• Customer satisfactionimproved

The 20000 series for assessment and qualification

• Early adopters were mainly in‐house service providers• Initially mainly use of the BSI’s self‐assessment workbook y y• Major commercial service providers are now certified• First well known certification scheme established by itSMF‐UK• Several other schemes are now in use

– Some are well established – for example, in Japan

• Process of certification is similar to ISO 9001– Originally often used with ISO 9001 (quality management)– Now often used with ISO/IEC 27001 (information security)Now often used with ISO/IEC 27001 (information security)– IAF are producing audit guielines

• Service management is often blamed for failures in software and systems engineering

• Result: rapid growth in service management qualificationsitSMF EXIN JIPDEC ( l th )– itSMF, EXIN, JIPDEC (plus others)

• Improved credibility of service management as a career

ISO/IEC TR 20000‐3 Scope definition & applicability

Organization X• Includes examples based on 

complex supply chains

Customer P(location 1)

• Many difference types of scope definition

• Describes acceptable delegation of (location 1)

p gservice management activity

• Process governance explainedWhat is the initial scope statementWhat is the initial scope statement 

for the service provider?• The scope statement could be: 

"The SMS that supports theExternal service provider C

S liS li S li

The SMS that supports the provision of all IT services delivered by the external service provider to Customer P from Supplier

Supplier

Supplier

Supplier

Supplier p flocation 1".

Permission to reproduce extracts from ISO/IEC 20000‐3 Scope definition and applicability is granted by BSI.British Standards can be obtained in PDF or hard copy formats from the BSI online shop: www.bsigroup.com/Shop or by contacting BSI Customer Services for hardcopies only: Tel: +44 (0)20 8996 9001, Email: cservices@bsigroup.com.

ISO/IEC TR 20000‐5 Exemplar implementation plan ‘How to get to ISO/IEC 20000‐1’

Goal : ISO/IEC 20000-1

How to get to ISO/IEC 20000 1Service

managementGoal : ISO/IEC 20000-1 system

Phase 3

Phase 2

Chaos

Phase 1

Continual improvement

Chaos 

Barcelona March 2009

Continual improvement

Multi‐level process assessment model

Aligned to ISO/IEC 20000-15 OptimizedMost Part 1 requirements are

equivalent to Level 3 or 44  Predictable

q

ISO/IEC 20000‐83 Established

ISO/IEC 20000 8 Process assessment model2 Managed

Low baseline defined byISO/IEC TR 20000 4 Process reference model

1 Performed

ISO/IEC TR 20000-4 - Process reference model

The 20000 series…

ISO/IEC 20000-8Process assessment model

for service management (capability levels)ISO/IEC TR 20000 4ISO/IEC 20000-1

Service management system requirements

ISO/IEC TR 20000-4Process reference

model for service management

empla

r for

Advic

e nd

ce on

of ste

msISO/IEC TR 90006

Guidelines for the application of ISO9001 to

q service management

Mapping ISO/IEC 20000-1 to ITIL v3 (and more)?

0000

-5 E

xeati

on pl

an f

C 20

000-

1

2000

0-3

Aefi

nition

anca

bility

0-2 G

uidan

menta

tion o

geme

nt sy

s of ISO9001 to IT service management

ISO/IEC 27013Guidance on the integrated

Applications management?

( )

/IEC

TR 20

mplem

enta

ISO/

IEC

O/IE

CTR

2on

scop

e d appli

c

/IEC

2000

0the

imple

mvic

e man

ag implementation of ISO/IEC 20000-1 and ISO/IEC 27001

Business process outsourcing?

g

ISO/IEC 19770 seriesIS

O/ im

ISO o

ISO/ servg

Software Asset Management

Timetable to date• Second editions:

– ISO/IEC 20000‐1: Requirements ‐ early 2011

– ISO/IEC 20000‐2: Guidance ‐ 2012

• First edition/2005 will be phased out of use/ p

• New parts of the series– ISO/IEC TR 20000 3: Scope definition and applicability was– ISO/IEC TR 20000‐3: Scope definition and applicability was published October 2009

– ISO/IEC TR 20000‐4: Process reference modelISO/IEC TR 20000 4: Process reference model due October / November 2010

– ISOI/IEC TR 20000‐5: Exemplar implementation plan / p p ppublished April v2010

– ISO/IEC TR 20000‐8: Process assessment model due November 2011

Summary

• Rapid take up of the seriesRapid take up of the series• Fills and industry need• No guarantee of easy success• No guarantee of easy success

– But has brought significant benefits

I d f d• Integrated set of documents• Unusually close association with non‐ISO documents

• An interesting and busy time is expected for WG25g• Any questions?