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

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Reduce costs, optimize processes, and make services available in a way that creates added value for the customer. These are some reasons IT service management provider are acting according to best ...

Reduce costs, optimize processes, and make services available in a way that creates added value for the customer. These are some reasons IT service management provider are acting according to best practices and standards. ISO 20000 is an important guideline for IT service management. This presentation shows some milestones on the way to a successful ISO 20000 certification.

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

  • 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
  • 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 Benefits6 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
  • 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 Benefits9 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
  • 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 Benefits11 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
  • 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 Benefits21 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