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

dbi servicesYour Database Infrastructure Experts Hueber David dbi services Consultant Head of Service Management Wettstein Christoph CLAVISKLW Senior Consultant1 www.dbi-services.com © dbi services

dbi servicesISO20000 for IT Service Management Agenda 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 Benefits2 www.dbi-services.com 06.10.2011 © dbi services

ISO20000 for IT Service ManagementService Management – What is it? 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 BusinessManagement Outcome Service Customer Assets Service Assets3 www.dbi-services.com 06/10/2011 © dbi services

ISO20000 for IT Service ManagementService Management – What is it? 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 Services4 www.dbi-services.com 06/10/2011 © dbi services

ISO20000 for IT Service ManagementBenefits and Limitations of ITIL® Benefits Limitations • Common Language • Best practices has • Proven Practices scope for interpretation • Process based approach • ITIL is a trend – • Focus on customer “everybody does ITIL” needs • ITIL Version 3 covers 26 • Commitment to processes  where to continual improvement start? • Covers complete service • People but no lifecycle organisation certifications based on ITIL5 www.dbi-services.com 06/10/2011 © dbi services

ISO20000 for IT Service ManagementWhy ISO/IEC 20000? 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 strategy7 www.dbi-services.com 06/10/2011 © dbi services

ISO20000 for IT Service ManagementWhy ISO/IEC 20000? Provides a benchmark type comparison with best practices Strong market positioning on quality and cost-effective services Enhanced reputation and perception8 www.dbi-services.com 06/10/2011 © dbi services

ISO20000 for IT Service Managementdbi services & CLAVISKLW 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 years10 www.dbi-services.com 06.10.2011 © dbi services

ISO20000 for IT Service ManagementISO20000 – An International Standard 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 bodies12 www.dbi-services.com 06.10.2011 © dbi services

ISO20000 for IT Service ManagementISO20000:2005 – Structure13 www.dbi-services.com 06.10.2011 © dbi services

dbi servicesISO20000 for IT Service Management Agenda 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 Benefits14 www.dbi-services.com 06.10.2011 © dbi services

ISO20000 for IT Service ManagementCertification Approach 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.)15 www.dbi-services.com 06/10/2011 © dbi services

ISO20000 for IT Service ManagementCertification Approach 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 months16 www.dbi-services.com 06/10/2011 © dbi services

ISO20000 for IT Service ManagementCertification Process 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 years17 www.dbi-services.com 06/10/2011 © dbi services

ISO20000 for IT Service Management Certification ProcessStandard procedure of a ISO/IEC 20000 Certification Briefing 1. Phase Preparation for the certification Offer / Audit (evtl. Pre-audit) Application Stage 1 Audit 2. Phase •Analysis of the management Report system •Document review stage 1 •Planning of stage 2 18 www.dbi-services.com © dbi services

ISO20000 for IT Service Management Certification ProcessStandard procedure of a ISO/IEC 20000 Certification Stage 2 Audit •Verification of management system in practice Audit 3. Phase •Audit of the requirements of the standard notes •Inspection of records Report Audi report and list of actions stage 2 4. Phase Issue if certificate Yearly verification audits and Audit 5. Phase re-certification audits respectively reports 19 www.dbi-services.com 06/10/2011 © dbi services

ISO20000 for IT Service ManagementSuccess Factors 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 itself20 www.dbi-services.com 06/10/2011 © dbi services

ISO20000 for IT Service ManagementCustomer Benefits 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 improvement22 www.dbi-services.com 06/10/2011 © dbi services

ISO20000 for IT Service ManagementCustomer Benefits 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 processes23 www.dbi-services.com 06/10/2011 © dbi services

dbi servicesAny Questions? Please Do Ask! Hueber David dbi services Consultant Head of Service Management Wettstein Christoph CLAVISKLW Senior Consultant „We look forward to working with you!“24 www.dbi-services.com 06.10.2011 © dbi services

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

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