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Business is evolving, you should too.
Helsinki, Tampere, Turku, Tukholma, Gteborg | www.tieturi.fi
What is ISO20000?
Ben Kalland, Tieturi
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Agenda
What is ISO/20000 and why should I care?
History and future
Relationship to ITIL and other standards Certification, who, how much, why and when
ISO20000 processes difference to ITIL
How to proceed from here
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ITIL is a library of best practice Service Strategy
strategic analysis, planning, positioning
Service Designtranslates plans to designs and specificationsService Transition
ensures design will deliver and can beoperated
Service Operationmanage a service throughout production life
Continual Service Improvementmeasure performance for maximum benefit
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ITIL
ITIL knowledge can be certified for individuals
Foundation
PractitionerService Manager ITIL Expert
An organisation cannot be ITIL certified
Anyone can claim they have adopted ITIL
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ISO/IEC 20000
Worldwide standard for IT Service Management
International certification against standard
Proof that best practices are implemented ITIL not requirement
Not as deep as ITIL minimum requirement
ITIL is a set of guidance ISO is requirements
Easier to achieve if ITIL based approach
200 + requirements to be able to demonstrate compliance
Based on BS15000, 400 minor adjustments
Certification for Quality Management (not i.e. tools)
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Relationship ISO 20000 - ITIL
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Relationship ISO 20 000 - ITIL
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Timeline - history and future
1989 ITIL V1
1999 ITIL V2
2000 BS15000 2003 itSMF launched BS15000 certification
2005 ISO/IEC 20000
2007 ITIL V3 2009 IS/IEC 20000 v2
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Can you answer these questions?
What are the current and future requirements of thebusiness
What happens if you have a major disaster
What level of service do you provide
What level of risks and liability do you have
What is the current level of failures and how much does it
cost the business If your business customer base doubles, what does it
mean for IT and how much does it cost and when is itready
Goal of SM: align with business, low cost, high quality
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Note!
ISO/IEC 20000 certifies the quality managementsystem and processes SUPPORTING the products or
services provided.
It does NOT certify the products or services
themselves.
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Position against other frameworks
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Requirements
Part 1 provides the requirements for IT servicemanagement to gain certification
This is relevant to those responsible for initiating,implementing or maintaining IT service management intheir organization
Senior Management are responsible and accountable for
ensuring all requirements of Part One are met ifCertification is sought
Compulsory requirements shall
Basis for independent auditing
Example: All incidents shall be recorded
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Guidance
Part 2 - Code of Practice for Service Management
Provides guidance to internal auditors and assists service
providers planning service improvements or preparing foraudits against ISO 20000
Guidance should
Explanations, not compulsory
Ex: The process for a major incident should include areview
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Scope
Part 3 - Scope & Applicability
Advice on scoping for service management
Planning & improvements Scope statements for certification audits
Suggestions on applicability include adding
communications or wider technology enabled services Not yet formally agreed.
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Who is certified? Examples
50% private, 50% public
50% internal, 50% external service providers
CSC Nordic, Denmark Fujitsu Services, Finland
Siemens Business Services, Germany
Flughafen Munchen, Germany
T-Systems ITC Services, Spain
Salzburg AG, Austria
EDS, Netherlands
ING Services Centre Budapest, Hungary
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Who is certified? 349 organizations in March 2009
UK 52
J apan 50
India 41
South Korea 35
China 34
Germany 20
Denmark 2
Finland 1
Sweden, Norway - none
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Eligibility
An organisation must be able to demonstrate it has management control ofeach of the ISO 20000 processes
All requirements must be met If a process or function is outsourced, the organisation must retain
management control Control of input, policy setting Use and knowledge of output Define metrics and continuous improvement
Management control of a process consists of:knowledge and control of the inputsknowledge, use and interpretation of the outputsdefinition and measurement of metricsdemonstration of objective evidence of accountability for process
functionalitydefinition, measurement and review of process improvements
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ISO/IEC 20000 processes
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Delivery processes
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Support processes
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How to proceed
Prepare for certification through Consultancy Services Assessment, implementation of processes, mentoring and guidance
Undertake various forms of training:
ISO 20000 Foundation
Aimed at individuals familiar with ITIL, who participate in developing processesor preparing for audition
ISO 20000 Consultants Certifiacte
Aimed at experienced IT Service Management practitioners whose roles andresponsibilities include preparing organisations for the adoption of ISO 20000.
ISO 20000 Auditors Certificate:Aimed at experienced internal or external auditors who have at least 3 years
general IT auditing experience and are either certified ISO 9000, ISO 27001 orTickIT auditors or are certified internal auditors
Service Management
ITIL Foundation, Practitioner, ManagersPlanning To ImplementExperiential Learning & Awareness
Select an approved Registered Certified Body
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Audits
RCB
Needed documentation
Evidence of intention: process designs, SLAs, plans, contracts, ...Inputs, specifications
Records of achievement or activities performed: statistical data,minutes of meetings, RFCs, ...
Outputs Surveillance audits at least annually
Full re-audits every three year
Internal audits at planned intervals
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More information?
Ben Kalland
ITIL Expert, ISO 20000 FoundationcertifiedconsultantAccreditedITIL trainer
Tieturi Oy, HTC Santa MariaTammasaarenkatu 500180 HELSINKIwww.tieturi.fi/itil
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