IT Service Management & ISO 20000 - David Hueber, dbi services - Hillton Basel 05/2011

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Your Database Infrastructure Experts

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Hueber David

dbi services

Consultant

Head of Service Management

Wettstein Christoph

CLAVISKLW

Senior Consultant

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Agenda

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i. IT Service Management – its Benefits & Limitations

ii. Why ISO/IEC 20000

iii. dbi services & CLAVISKLW

iv. ISO/IEC 20000 Insights

v. Certification Process

vi. Customers Benefits

ISO20000 for IT Service Management

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Service Management is a set of specialized organizational

capabilities for providing value to customers in the form of

services

Service Management is the art of transforming resources into

valuable services by exploiting the organization„s capabilities


Service Management – What is it?

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Service Management

Business Outcome

Service Customer

Assets Service Assets

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IT Infrastructure Library – ITIL

The most popular ITSM framework

A set of Best Practice guidance for IT Service Management

ITIL is public domain

ITIL is owned by the OGC

Consists of a series of publications giving guidance on

Provision of Quality IT Services

Processes and facilities needed to support them

Managing the complete lifecycle of IT Services

Service Management – What is it?



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Benefits and Limitations of ITIL®


Benefits

• Common Language

• Proven Practices

• Process based approach

• Focus on customer needs

• Commitment to continual improvement

• Covers complete service lifecycle

Limitations

• Best practices has scope for interpretation

• ITIL is a trend – “everybody does ITIL”

• ITIL Version 3 covers 26 processes where to start?

• People but no organisation certifications based on ITIL

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Agenda

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Is an international ISO standard and thus allows for an organisation certification

Organisation certification vs. people certification

Certified by independent, external bodies

Demands for continual quality assurance and improvement

Alignment of information technology services and business strategy


Why ISO/IEC 20000?


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Provides a benchmark type comparison with best practices

Strong market positioning on quality and cost-effective services

Enhanced reputation and perception


Why ISO/IEC 20000?


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Agenda

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dbi services target

Optimize the process/path to ISO20000 certification

Get support from experienced ISO20000 consultants/experts

Take benefit from external view and advices

Who is CLAVISKLW?

Project and Service Management experts

ITSM consulting, training and assessment services since more than 10 years

Accredited training provider for ITIL and ISO20000 trainings

More that 3500 persons trained & certified within the last 8 years


dbi services & CLAVISKLW

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Agenda

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ISO/IEC 20000 promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements

Consists of a

Specification (shall) and the Code of Practice (should)

Set of Technical Reports

Requires a Management System and the implementation of an integrated process model

Organisation audits are conducted by certified registration bodies


ISO20000 – An International Standard


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ISO20000:2005 – Structure


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Agenda

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iv. ISO/IEC 20000 insights

v. Certification process




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Preparation

Build understanding and comprehension for ISO/IEC 20000 within the

organisation

Confirm scope and applicability

Conduct Self-Assessment and/or Gap-Analysis

Create business case

Choose certification organisation

Setup project (time frame, resources, project lead, project team, etc.)


Certification Approach


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Implementation

Phase 1

Incorporate the findings of the gap analysis and the business case

Phase 2

Adjustment of plan based on achievement analysis at the end of Phase 1

Phase 3

Adjustment of plan based on achievement analysis at the end of Phase 2

Time frame

To be aimed for less than 12 months


Certification Approach


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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


Certification Process


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Standard procedure of a ISO/IEC 20000 Certification

2. Phase Report

stage 1

Stage 1 Audit •Analysis of the management

system

•Document review

•Planning of stage 2

Briefing

1. Phase

Preparation for the certification

Audit (evtl. Pre-audit)

Offer /

Application

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Standard procedure of a ISO/IEC 20000 Certification

4. Phase

Audi report and list of actions

Issue if certificate

Report

stage 2

Yearly verification audits and

re-certification audits respectively

Audit

reports 5. Phase

3. Phase

Stage 2 Audit

•Verification of management system in

practice

•Audit of the requirements of the standard

•Inspection of records

Audit

notes

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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


Success Factors


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Agenda

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Warranty for service requirements and delivery in regards to:

Qualitative aspects

Quantitative aspects

Financial aspects

Service provider has to demonstrate conformity on a regular basis

Service provider is committed to the idea of continual

improvement


Customer Benefits


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Contributes to service provider stability

Certified organisation – certified processes

Doesn‟t only reside on people

Customers and providers are integral parts of the service

management system

Reduction of risk and thus cost in terms of external service receipt

Fundamental shift to pro-active rather than re-active processes


Customer Benefits


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Any Questions? Please Do Ask!

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„We look forward to working with you!“

Hueber David

dbi services

Consultant

Head of Service Management

Wettstein Christoph

CLAVISKLW

Senior Consultant

Technology

IT Service Management & ISO 20000 - David Hueber, dbi services - Hillton Basel 05/2011