IT Service Management (ITSM) is still an area which can provide either great opportunities for increase of business (if well aligned with business) or damage organizations ability to provide its main services if not managed properly. In this webinar, you will learn the actual benefits and potential issues within implementation and running of IT Service Management system as well as to understand the pros/cons of getting ITSM certified according to ISO/IEC 20000-1. The webinar will cover the following areas: • The potential role of IT Service Management • The easy definitions of the good, the bad and the ugly in ITSM • Non-biased view if it makes sense to pursue ISO 20000-1 certification for organization • Main benefits the organizations can get if certain ITSM processes are well implemented as well as definition of “implemented well” The webinar will be hosted by our partner Juris Puce. He is CEO and senior partner of analytica.lv with more than 15 years of international experience in IT Service management implementation, ITSMS implementation and certification, consulting and project management, information security management and business continuity management in different roles. Juris holds different certifications which in one way or another relate to area of ITSM (ISO 27001; ISO 20000-1, ISO 22301; PRINCE2, ITIL, M_o_R, CISA, CISSP, etc).

2. About the standard
• Same principles as any “management system
standard”
• 170 requirements
• 15 processes
• It is not just “process based” standard
• No more about contents – read it (or look up on
internet)

3. Role of IT Service Management
Service
providers Service
receivers

4. THE GOOD, THE BAD AND THE UGLY

5. The good
• Many processes are already in good shape
– Incidents and Service Requests
• Some ServiceDesk in place
• Some reporting and measurements in place
• Understanding of “IT as a Service” mostly in
place

6. The bad
• Processes not covered at all
• Most often in bad shape:
– SLM
– Budgeting
– Continuity
• No Catalogue in place

7. The ugly
• Longer than expected implementations due
to:
– Very different levels of understanding what ISMS
is and what will it give to company
– Many small requirements
– Less “good implementation” practice
– “process by process” approach

8. About standard
• Badly written
• Overimplementation
• Maintenance
• SLM / Service Catalogue tricky to implement

9. Implementation specifics
• Usually only for part of organization
• Understanding of benefits varies wildly
• Understanding of contents varies wildly

10. Benefits?
• Are there any?
• Service managers & Relationships
• Marketing benefits
• Management “thinking”

11. Does it make sense?
• Improvement in “management skills”
• “Service” culture
• ANSWER = Depends

12. Well implemented?
• Project approach
• Thinking required
• Continual improvement

13. Questions and discussion