Ricoh success story   pim arends
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Ricoh success story pim arends

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Presentation by Pim Arends (Ricoh) on behalf of EXIN at the SDITS event in London on the 24th and 25th of April 2012.

Presentation by Pim Arends (Ricoh) on behalf of EXIN at the SDITS event in London on the 24th and 25th of April 2012.

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Ricoh success story   pim arends Ricoh success story pim arends Presentation Transcript

  • Building Quality Service Management How organisations can benefit from ITIL® and ISO 20000Pim Arends,Consultant/TrainerRicoh Academy EMEAValue Proposition Learning
  • 2The Ricoh Mission• Our Purpose: To constantly create new value for the world at the interface of people and information.• Our Goal: To be a good global corporate citizen with reliability and appeal.• Our Principles: • To think as an entrepreneur • To put ourselves in the other person’s place • To find personal value in our work
  • 3The Ricoh Way• Goal: • To be the Leader in the 21st Century• Philosophy: • Love your neighbour • Love your country • Love your work• Values: • Harmonise with the environment • Simplify your life and work • Support Knowledge Management
  • 4Organisation (RGSE) Head Office EMEA C O N T Spain Nether-Opco’s Sweden Norway UK Germany Italy R France lands Belgium Etc. A C T – SERVICE DELIVERY S SERVICE DELIVERY L A GLOBAL CUSTOMERS
  • 5Aim for Excellence• Quality • Consistent and one level from all Opco’s• Efficiency • Co-operation and internal lateral communication• Flexibility • Centralise what must be central, decentralise if possible• Innovation • One step in front of competition
  • 6Ricoh Value Propositions MDS ITS Managed Document Services IT Services Office OSB Workflow Solutions Outsourcing Business Innovation
  • 7Value Proposition Learning Change MDS Management ITS (Prosci/ADKAR) Project Managed Document Services Management IT Services (PRINCE2™) Service Management Office OSB (ITIL® & Workflow ISO20K) Solutions Learning and Development Outsourcing Business Innovation
  • 8Service ManagementWhy ITIL® and ISO 20000?• Worldwide Best Practice• One global approach towards customers: one way of delivering services, one type of KPI’s• It is (or becomes) required by customers• One “language”• Individual Certification (IT Service Management)• Organisational Certification (ISO/IEC 20000)
  • 9ITILBenefits:• Process oriented is customer focused: • Focus on quality, efficiency and flexibility• Focus on long term relationship with customers • MDS • ITS • OSB
  • 10ITILCritical successfactors:• Awareness, management commitment and support from all staff• Other roles, accountabilities and responsibilities (new RACI structure)• Organisation wide change of structures, systems and culture
  • 11Ricoh Service Management • Enhanced Service Management Program • Awareness (target: Management) • Foundation (target: service staff0 • Associate Consultant/Auditor (target: process managers) • Consultant/Manager (target: QM) • Content • Service Management • ITIL® • ISO/IEC 20000 • Exam ITSM by EXIN
  • 12Ricoh ESM program
  • 13EXIN• Experience (more than 15 years) in ITIL®• Independent Examination Institute• Multilingual exam options• Global operations• Examination: Comprehension of content more important than only knowledge• Customer focused
  • 14EXIN and RICOHWhy EXIN as partner of RICOH?• Opco’s in almost every country in EMEA and global • English is business language, but not all staff understand English • Exams from EXIN possible in many languages • Exin has offices in various countries – EMEA and global• Ricoh focuses on ITIL introduction • Exams should focus more on practical use rather than theory • EXIN exams are focused on daily practice and comprehension• Ricoh needs examination for special roles • EXIN provides custom made independent, recognized exams
  • 15Ricoh introduction of ITIL• Iniatition in 2 – 3 countries (Opco’s): training, workshops• Starting in a small, independent business unit • E.g. Video-conferencing, ITS. • Several processes managed by one person• Extend to other units/services • More managers for the processes needed (split up process mgt)• Align processes with other Opco’s and HQ • Central leading role for Ricoh Global Services (HQ)• Support from Academy • Trainer is also consultant (competency requirement) • Academy is supporting with providing program office
  • 16Certification on ISO/IEC 20000• After introduction of ITIL, certification will be acquired• Four ISO certifications for Ricoh: ISO 9000 ISO 14000 ISO 20000 ISO 27000
  • 17Questions?
  • 18Thank you.
  • Endorsements for EXIN’s ITSM Program• "The EXIN program is a great program, as is it not limited to ITIL, but the first program to really address IT Service Management from the perspective of the standards.“ John Custy, ITSM Consultant/Educator, JPC Group• "I find that ITSM according to ISO 20000 is a good approach for companies and individuals who are not (yet) bound to any specific framework. The examination scheme provides an insight in people’s knowledge and experience in the generic field of ITSM.“ Alexander Kist, Owner, New Skool BV, and International Executive Board member, itSMFI• Even back in 2008, the itSMf Netherlands jury, upon awarding EXIN’s ITSM program the Innovation Award, agreed that "EXINs newest qualification program IT Service Management according to ISO/IEC 20000, promises to bring important improvements to the IT Service Management field.“ Arjen Droog, Former Director of itSMF Netherlands