Experience from Implementation of ISO 20000

Experience from implementation of ISO 20000:2005
Viktorija Donceva
Trajkovski & Partners Management Consulting
Ohrid, May 2009

Contents

Introduction
Law regulation from the National bank of the Republic of Macedonia
ISO 20000:2005 standard requirements
Practical experience from implementation of ISO 20000:2005

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Introduction
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What is ISO 20000?
First worldwide standard specifically aimed at IT Service Management
Describes processes for delivery of services
Aligned with and complementary to the process approach defined within ITIL
ISO/IEC 20000 consists of two parts:
ISO/IEC 20000-1, the formal Specification
ISO/IEC 20000-2, the Code of Practice
Formerly British Standard 15000, adopted by ISO in December, 2005
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IT Service Management standards and best practice framework
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ISO 20000 Structure

Introduction and overview
Scope, terms and definitions
Requirements for a management system
Planning and implementing ITSM
Planning and implementing new or changed IT services
Process groupings

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ISO 20000 Processes
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Control processes
Configuration management
Change management

Law regulation from the National bank of the Republic of Macedonia
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Decisions from NBRM
DECISION on the bank's information system security ("Official Gazette of the Republic of Macedonia" No. 31/2008)
DECISION on amending the Decision on the bank's information system security ("Official Gazette of RM" No. 78/08)
DECISION on amending the Decision on the bank's information system security ("Official Gazette of RM" No. 31/2009)
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Requirements for outsourcing companies
Outsourcing company of the bank with main activity of managing data processing system and which based on written agreement manages and stores bank data while performing bank or financial activities.
The outsourcing company shall obligatorily be certified in accordance with the international standard ISO/IEC 20000.
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ISO 20000:2005 standard requirements
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Requirements for the management system
To provide a management system, including polices and a framework to enable the effective management and implementation of all IT services
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Documents required by the standard
Policies
Service management and improvement policy, Budgeting and accounting policy, Release policy etc.
Plans
Service management plan, Service improvement plan, Capacity plan etc.
Processes
Improvement process, supplier management process, Change management process etc.
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Documents required by the standard
Procedures
Document control, Incident management, Problem management etc.
Records
Service level agreements, Management review report, Proposal for new or changed services, Risk Assessments, Configuration management database (CMDB)etc.
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Practical experience from implementation of ISO 20000:2005
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Clients’ starting situation
Implemented QMS based on ISO 9001:2000
Implemented ISMS based on ISO 27001:2005
Implementing ITSMS based on ISO 20000:2005
The Scope of the IT Service Management System are all the services that the organization provides for its customers and for the internal users.
ITSMS Framework + ITSM processes
Connections and overlaps between the management systems
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Connections and overlaps between the management systems
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ITSMS Framework
Introduction
Service Management and Improvement Policy
IT Service Management System Overview
Management Responsibility
Organization for Service Management
ITSMS Documentation
Services overview
Planning and implementing service management
Planning and implementing new or changed services
Service Management Process Model
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ITSMS Processes

Defined 13 processes based on ISO 20000:2005 standard
Service Improvement
Planning and implementing new or changed services
Service level management and reporting
Service continuity and availability management
Budgeting and accounting for IT services
Capacity management
Business Relationship management
Supplier management
Incident management
Problem management
Configuration management
Change management
Release management

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ISO 20000 key processes
Service Level Management
ISO20000-1:2005 ref. number: 6.1
Service Level Management Goal
To maintain and improve IT Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT Service Achievements.
Service Level Management objective
To define, agree, record and manage levels of service
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Service Level Management overview
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Service catalog (1/2)
List of all services IT provides to Customers
Provides a clear explanation of the services, Customers/Users, descriptions and costs
Essential to any service provider business in order to define products and services
Managed and updated by the Business Development Department
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Service catalog (2/2)
Separate catalogs for services provided to clients and internal services
Each service separately described through the following information:

Service name, Status of service, Description of service, Standard and additional service features, Frequency of service delivery, Service availability, Client technical requirements for using the service, Service support (description and hours), Service owner, Standard and additional Tariff costs, Service delivery level

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What goes into an SLA?