How Your Organization Can Become ISO Certified...It's easier than you think

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How Your Organization Can Become ISO Certified...It's easier than you think

  1. 1. How Your Organization Can Become ISO/IEC 20000 C tifi d?ISO/IEC 20000 Certified? …..It is easier than you think
  2. 2. About ITSM Academy  NextGen ITSM Educational Framework Includes  Since 2003 Tens-of-Thousands Trained and Certified  Certified Process Design Engineer (CPDE)  ITIL® Foundation  ITIL Capability (OSA|PPO|RCV|SOA) Trained and Certified  GAME ON! An Interactive Learning Experience   P bli Cl th h t U S ITIL Capability (OSA|PPO|RCV|SOA)  ITIL Lifecycle (SS|SD|ST|SO|CSI)  ITIL Managing Across the Lifecycle (MALC)  /  Public Classes throughout U.S.  Corporate On-Site Classes  Virtual Classes  ISO/IEC 20000 Foundation Bridge  Certified ScrumMaster® for ITSM  Practical, Value-Add Workshops  Courseware Licensing  Corporate & Partner (GEM)  Alumni Program  Building Blocks, Roles, Service Catalog, etc.  Apollo 13, Visible Ops: The Class  And more!  Alumni Program  PMI Global Education Provider  Certified Woman-Owned 2© ITSM Academy And more! ITIL® is a Registered Trade Mark of the Cabinet Office. www.itsmacademy.com | www.itsmprofessor.net @ITSMAcademy
  3. 3. About UL DQS Inc. • Formed with partnership between Underwriters Laboratories Inc. (UL) and DQS GmbH (German Registrar of Management Systems) • DQS was founded by DGQ (German Society of Quality) and DIN (German Institute of standardization)(German Institute of standardization) • Global presence: 60 offices in 40 countries • Best in class auditors: 1850 auditors worldwide • Large customer base: 45000 certifications
  4. 4. Agenda • ISO/IEC 20000 Basics • Critical success factors • Roadmap for ISO IEC 20000-1Roadmap for ISO IEC 20000 1 Q&A• Q&A
  5. 5. Standards in the ITSM Space • ISO/IEC 20000:2011 • ISO/IEC 20000-1 Specification for S i M tService Management • ISO/IEC 20000-2 Code of Practice • ITIL® - IT Infrastructure Library ISO/IEC 20000-1 • Collection of best practices • Managed by IT Service Management Forum (itSMF) 20000 1 ISO/IEC 20000-2 • CMMI-SVC: Capability Maturity Model Integrated for Services • Collection of best practices ITIL / CMMI-SVC O i ti ’ Collection of best practices • Published by Software Engineering Institute Organization’s policies, procedures, work instructions
  6. 6. Why ISO IEC 20000-1? • Only standard that allows organizational certification on ITSMcertification on ITSM • Provides simple and concise roadmap for ITSMITSM • Provides foundation for continuous improvement • Pre-requisite for many government contractsq y g
  7. 7. Key Elements of a Management System • Organizational policy • People with defined roles responsibilities and• People with defined roles, responsibilities and authorities • Management processes related to:• Management processes related to: – Planning – Implementation and operation – Performance measurement – Management reviews – Internal auditInternal audit – Improvement • Documentation providing auditable evidence
  8. 8. ISO IEC 20000-1:2011 Overview Service Management System (SMS) Management responsibility Governance of process Establish SMS Resource management Customers CustomersDocumentation management Design and transition of new or changed services Service Service delivery processes Service level management Service reporting Capacity management Information security S i ti it & il bilit B d ti & ti Service requirements Service Control processes Configuration management Ch t Service continuity & availability Budgeting & accounting Change management Release & deployment Resolution process Incident & service request Relationship process Business relationship management Problem management management Supplier management
  9. 9. ISO 20000:2011 4 34.1 5 Design and 4. Service Management System General Requirements 6.1 Service Level 6. Service delivery process 4.2 n 4.3 Documentation Management 4.1 Management Responsibility w Design and Transition of New Or Changed Service Management 6.2 Service Reporting 4.5 4 Governance of Process operated By other parties 4.4 Resource Management 6.3 Service Continuity & Availability Management l 4.5 Establish & Improve the SMS s 6.4 Budgeting & Accounting For IT services 7.1 Business l i hi 7. Relationship Processes 8.1 I id t 8. Resolution processes 9. Control Processes 9.1 Change Management 6.5 Capacity Management 6.6 Information Relationship Management 7.2 Supplier Management Incident Management 8.2 Problem 9.2 Configuration Management Management Security Management Management Management 9.3 Release Management
  10. 10. Requirements of ISO/IEC 20000-1:2011 • Section 4 – 9 (sections 1-3 are informational only) E h “ h ll” i i• Each “shall” statement is a requirement. “Documents required by the SMS shall be controlled” • Standard says “WHAT” is required. Does not say “HOW” • “HOW” should be appropriate to the organizations size and nature of business
  11. 11. Documentation required for an SMS (1/3) • Required policies: Service management policy– Service management policy – Policy on continuous improvement – Information security policyInformation security policy – Change management policy – Release policy
  12. 12. Documentation required for an SMS (2/3) • Required procedures: – CommunicationCommunication – Document control – Records control I t l dit– Internal audit – Service improvement – Service delivery processes – Relationship process – Resolution process – Control processesControl processes • Service Management Manual – recommended best practice
  13. 13. Documentation required for an SMS (3/3) • Required plans: – Service management planService management plan – New service design plan – Service transition plan C it l– Capacity plan – Service continuity and availability plan – Release plan
  14. 14. Required artifacts • Service catalogue • Service Level Agreements• Service Level Agreements • Supplier agreements C fi ti M t D t b (CMDB)• Configuration Management Database (CMDB) • Change control records S i• Service reports • Internal audit reports • Management review reports
  15. 15. Critical success factors • Selection of a service management tool – Shall be appropriate to the business needpp p – Home grown, COTS or open source • Definition of service catalogue D i ti f th i– Description of the service – Service hours – Service owner – Service levels – Service demand • Establishing CMDB• Establishing CMDB – Start with short list of CIs – Establish relationships
  16. 16. Roadmap Initiation Plan Do Check Act C E • Core team formation • Finalize scope • Gap assessment • Roadmap • Project planning • Define policies, procedures • Review documents • Plan internal audits • Conduct internal audits • Improvement planning • Deploy improvement E R T I F • Awareness / training • Kick off j p g • Task allocation • Tracking metrics documents • Implement processes • Monitor process internal audits • Corrective action plan improvement plans I C A T I deployment • Report progress I O N • Project team • Gap report • Policies • Procedures • Audit plan • Audit reports • Improvement plan j • Training records p p • Roadmap • Procedures •Progress reports • Audit reports • Action items plan
  17. 17. Timeline Initiation Plan Do 2~4 weeks 1 week 6~12 months Every year Initiation Plan Do k k k Continuous Chec Chec Chec 8 weeks 10 weeks Assessment Internal audits Act RegistrationRegistration audit Surveillance audit
  18. 18. Q&A

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