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Gerenciamento de Serviços de TI baseado na ISO/IEC 20000 …

Gerenciamento de Serviços de TI baseado na ISO/IEC 20000
David Bathiely - EXIN França

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  • 1. THE FUTURE OF ITSM ACCORDING TO EXIN David Bathiely Fernandez EXIN ITSM Product Champion São Paulo, June, 15th 2010 david.bathiely@exin.nl
  • 2. 2 AGENDA • INTRODUCTION: EXIN • ITSM: ITIL, ISO/IEC 20000 AND OTHERS • WHY ITSM ? • TRAINING AND CERTIFICATION
  • 3. 3 AGENDA • INTRODUCTION: EXIN • ITSM: ITIL, ISO/IEC 20000 AND OTHERS • WHY ITSM ? • TRAINING AND CERTIFICATION
  • 4. 4 EXIN INTERNATIONAL • EXIN, the Examination Institute for Information Science, is an independent, worldwide IT examination provider with more than 40 years of experience. EXIN is a not for profit organization, specialized in establishing qualification programs, educational requirements and in developing examinations for all major areas in IT. • It is EXIN’s mission to improve the quality of the IT sector, the IT professionals and the IT users, by means of independent testing and certification. EXIN achieves this goal by supporting the worldwide dissemination of standards and best practices in IT. • Over 1.000.000 certified IT professionals to this day, and every day new candidates take EXIN exams in 15 different languages and in more than 130 countries.  Innovation – Market Focus  Global Presence  Independence / Credibility
  • 5. 5 EXIN – CERTIFYING ITIL Lex Hendricks EXIN Portfolio Manager
  • 6. 6 NUMBERS EXIN International BCS-ISEB Loyalist Certification Services APMG-International DANSK IT CSME DF Certifiering AB PEOPLECERT Group TÜV SÜD Akademie
  • 7. 7 PORTFOLIO
  • 8. 8 OUR MISSION IS STILL THE IMPROVEMENT OF THE QUALITY OF THE IT SECTOR, BUT ALSO BY OTHER MEANS…
  • 9. 9 There are many advantages to Principles of IT Management certification, but its essential function is to give the organizations opting for this combination of training and certification a means of measuring the success of their training plan. At the same time, it helps identify those professionals who, in addition to their specialization, also understand the basics of the various related methodologies. The ITMP program teaches the skills needed for professionals who want to combine good IT Service Management practices with compliance to all the current business standards. It also meets the demand in developing the ISO 9001 Management Systems which allows a more practical approach that relies on adapting reference systems. This course will act as a guide in referring to the main IT standards used today and selecting those which are the most suitable for you business goals: COBIT, VALIT, ITIL, CMMI, ISO20000, ISO27001, e-SCM, PRINCE2, PMI, ISO9001, and SIX-SIGMA. The Principles of IT Management course is designed for professionals at all levels in the organization. It is suitable for anyone associated with IT or who is looking for a shared vision of the IT services, its issues and its different management methods. But the insights learned in this program are also beneficial to those experienced in defining or managing IT processes such as the Managing Director, IT Manager, IT governance managers, quality officers, internal control officers, etc.
  • 10. 10 VIRTUAL COMMUNITY OF 1.000.000+ PROFESSIONNALS http://www.exin-itsm.com.br/
  • 11. 11 AGENDA • INTRODUCTION: EXIN • ITSM: ITIL, ISO/IEC 20000 AND OTHERS • WHY ITSM ? • TRAINING AND CERTIFICATION
  • 12. 12 ITSM = ? ITIL ? MOF? ISO ? ITSM = IT Service Management According to ITIL, ISO/IEC 20000, MOF, etc…
  • 13. 13 ITIL / ISO-IEC 20000 3 4 5 ISO 15504-2 578 Pages 16 Pages/ 34 Pages 1343 Pages
  • 14. 14 MULTI-TASKING Matt Richtel Matthew D. Richtel joined The New York Times in January 2000 as a technology reporter in the San Francisco bureau. Previously, Mr. Richtel was a freelance writer for various media outlets, including The Times. In 2010, he won the Pulitzer Prize for National Reporting for "Driven to Distraction" a series of articles on the troubling collision of 20th and 21st century technologies—driving and multitasking. “…In the modern world, the “…While many people say multitasking chime of incoming e-mail makes them more productive, research can override the goal of shows otherwise. Heavy multitaskers actually writing a business plan or have more trouble focusing and shutting playing catch with the out irrelevant information, scientists say, children.” and they experience more stress.” “…juggling e-mail, phone calls and other incoming information can change how people think and behave. They say our ability to focus is being undermined by bursts of information.”
  • 15. 15 FOCUS ! ISO 20000 (Part 1 / Part 2) 16 Pages/ 34 Pages ITIL v2 (Service Support + Service Delivery) 578 Pages ITIL v3 1343 Pages
  • 16. “What?” “How?” Capacity Management in ISO/IEC 20000-1 …and in ITIL v2 (45 pages)
  • 17. 17 FRAMEWORKS & STANDARDS ISO/IEC 38500 Source: IT Governance Institute
  • 18. 18 ISO/IEC 20000
  • 19. 19 Management Track Audit Track Executive Manager Internal Auditor Consultant – Manager Intern Quality Auditors and Intern Control teams of companies CIOs Independent auditors IT Managers, Operational Managers, IT Service Management Agents, Specialised Consultants, etc. Professional Level Support of IT Control of IT Management & Alignement of Delivery of IT Services Services Improvement of Business and IT Services ITSM Processes Level aiming to train and certificate IT professionals as IT Service Management Specialists 5 courses based on a functional grouping of the ISO/IEC 20000 requirements Foundation Level Understand the principles and definitions of IT Service Quality Management Understand the role of ISO/IEC 20000 in IT Service Management Learn more about the quality specifications for IT Service Management (ISO/IEC 20000-1) Learn more about the Code of Practice of IT Service Management (ISO/IEC 20000-2)
  • 20. New Qualification Program Design 20 Audit Track Internal Auditor Intern Quality Auditors and Intern Control teams of companies Independent auditors Professional Level Foundation Level
  • 21. 21 ITSM TRAINING SMS Good Practices Frameworks Standards Internal Procedures IT Service Management goes beyond the process of technology management, it is intended to guarantee the effective use of best practices in managing IT services in an organization. EXIN’s ITSM training and certification program according to ISO / IEC 20000 integrates all the concepts of comprehensive services management and is positioned as a compass to "navigate" the ocean of frameworks and standards, while retaining as a guide, the requirements of the standard thus avoiding losing focus.
  • 22. 22 INTERNATIONAL COMMITTEE • Renate Eberle, TÜV SÜD Akademie • Dr. Michael Brenner, Bavarian Academy of Sciences • Bernd Broksch, Siemens • Erin Casteel, BMC Software, • Dr. Jenny Dugmore, Service Matters • Roland Edelmann, IBM Deutschland • David Bathiely Fernández, Telefónica Empresas • Richard Friedl, ITSM Partner Consulting • Marcus Giese, TÜV SÜD • Andreas Grasmück • Dr. Armin J. Hampel, Hewlett-Packard • Dr. Heinz-Gerd Hegering, Ludwig-Maximilians- Universität • Dr. Lex Hendriks, EXIN • Akihiko Komase, Asgent Inc. • Uwe Laubner, TÜV SÜD Akademie • Wolfgang Moser, ITSM Partner Consulting • Eveline van Oostrom, EXIN Germany, Australia/New Zealand, United Kingdom, • Dr. Angelika Plate, AEXIS Security Consultants Spain, Austria, The Netherlands, Japan, USA • Dennis G. Ravenelle, Harvard University
  • 23. 23 AGENDA • INTRODUCTION: EXIN • ITSM: ITIL, ISO/IEC 20000 AND OTHERS • WHY ITSM ? • TRAINING AND CERTIFICATION
  • 24. EVERY ORGANIZATION THINKS ABOUT… How to Survive: • Generate Profits How to Generate Profits: • Generate Income Higher than Costs How to Generate Income Higher than Costs: • Selling • Managing Costs and Inversions Adequately How to Sell: • Know my Customer and Clearly Identifying its Needs
  • 25. FROM THEORY TO PRACTICE How do I Produce Desired Outcomes? Conformity •Influence Quality Efficiency •Influence Price Processes •Influence Productivity Automation Through Management...  Management Frameworks / Standards They cover all these necessities They need to be focused on the desired outcomes
  • 26. 26 SECTION III: LEGAL, ECONOMIC, FINANCIAL AND TECHNICAL INFORMATION III.1) CONDITIONS RELATING TO THE CONTRACT III.1.1) Deposits and guarantees required: III.1.2) Main financing conditions and payment arrangements and/or reference to the relevant provisions regulating them: III.1.3) Legal form to be taken by the group of economic operators to whom the contract is to be awarded: III.1.4) Other particular conditions to which the performance of the contract is subject: No. III.2) CONDITIONS FOR PARTICIPATION III.2.1) Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers: ISO 9001 (Quality) III.2.2) Economic and financial capacity: Information and formalities necessary for evaluating if requirements are met: Last 2 years' audited accounts. III.2.3) Technical capacity: ISO 14000 (Environment) Minimum level(s) of standards possibly required: BS150001-1-2002 or EU equivalent. ISO 27001 ITIL Certificates ISO 20000 ? ISO/IEC 20000 Certification Ministério da Saúde lança concurso que exclui empresas portuguesas, Público de 02-03-2009 ISO Certificates Se uma empresa estrangeira ganhar, não pode subcontratar uma nacional. A Administração Central do Sistema de Saúde (ACSS) abriu um concurso público que apenas permite a participação de empresas que possuam uma certificação que nenhuma empresa portuguesa possui. O Anexo Técnico do Caderno de Encargos do concurso 2/2009, para fornecimento de serviços de manutenção de aplicações informáticas, não só exige expressamente que as empresas concorrentes possuam a certificação ISO/IEC 20.000 como faz a mesma exigência aos “seus subcontratados”. Esta restrição não permite, sequer, que uma empresa estrangeira vencedora venha a subcontratar uma empresa nacional para realizar parte dos serviços contratados. A ACSS, contactada pelo Público, admite permitir “a participação das empresas nacionais de maior relevo”. Empresários mostram-se espantados e dizem que é inaceitável.
  • 27. Alguns Exemplos de Empresas Certificadas Brasil: Asyst Sudamerica, HP, CPM Braxis, T-Systems, Halogica, Prodesp, Nexa, NetService, Tivit, Banco do Brasil EXIN 8
  • 28. TECHNOLOGY OR TECHNO-MANAGEMENT? Gartner Group: nearly 80% of production outages occur as a result of operator error (40%) and application failures (40%). The remaining 20% are a result of technology errors caused by the operating system and hardware… • Technology Clearly is Mission Critical. • Technological Investments are necessary but insufficient: – Management of IT Services is CRITICAL. • Use of Methodologies, Frameworks and Standards has become a C-Level issue.
  • 29. 29 AGENDA • INTRODUCTION: EXIN • ITSM: ITIL, ISO/IEC 20000 AND OTHERS • WHY ITSM ? • TRAINING AND CERTIFICATION
  • 30. 30 HOW IMPORTANT IS TRAINING? 6 Hours a Day 5 Days a Week = 30 Hours 1 Match a Week: 90 Minutes => 1 Hour 30
  • 31. 31 HOW IMPORTANT IS TRAINING? - II Yearly: Approx. 70 Hours of Training For 1750 Hours of Effective Work
  • 32. ABC big cause for failure…. ..that iceberg won’t We adopt frameworks stop US! to bring IT under Full steam ahead! control Your GAP analysis/ assessment needs to look at this too…
  • 33. ABC Worst practices I don’t care Who you are Commander….You’ll still have to submit a Request For Change We still haven’t mastered the use of processes and procedures
  • 34. How to recognize your Iceberg!? ABC of ICT card set A practical Instrument… User Customer Help desk This card set has been designed as an Technical specialist awareness and assessment instrument to help Consultant teams, departments and organizations to Supplier…. improve.
  • 35. 35 How Important is Certification? Doctors, lawyers, dentists, teachers, cosmetologists must pass certification programs. If we really believe IT is the FOUNDATION of our society, isn’t it time to add IT WORKERS to that list? Gary Beach 05-10-2009 cio.com
  • 36. 36 How Important is Certification? Doctors, lawyers, dentists, teachers, cosmetologists must pass certification programs. If we really believe IT is the FOUNDATION of our society, isn’t it time to add IT WORKERS to that list? Gary Beach 05-10-2009 cio.com
  • 37. 37 CERTIFIED TEAMS PERFORM BETTER • 63% of hiring managers felt certified professionals were more productive than their non-certified peers. A 2007 survey reported that 38% of certified professionals surveyed (up from 32 percent a year earlier) feel their ability to be more productive on the job was directly attributable to certification. And for IT •More efficiency professionals, training and certification ranks second as a and productivity satisfaction driver (after eLearning). •Higher team • Proactively developing team skills, according to an IDC study, is performance the best way to improve organizational performance: ―Training represents one concrete step IT managers can take to assure •More job project teams possess the skills necessary to reduce failure risk, decrease costs, and increase project effectiveness.‖ satisfaction •Higher staff Source: IDC 2008 retention
  • 38. 38 How Important is Certification?- II To show employee ability 3.89 To build credibility / reputation 3.73 To give a competitive advantage 3.70 As an internal incentive option 3.59 Ability to sell to clients 3.45 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00 Source: FreshMinds [Base = 377 (individuals all countries); 371 (companies all countries)]
  • 39. 39 INDIVIDUAL BENEFITS Evolution Demonstrate Recognition Skills Competitivity
  • 40. 40 ORGANIZATIONS BENEFITS Demonstrate Skills of Personel Cultural Change Evaluate Promote Motivate 160 000 000 € !!!!!! Hiring Guarantees
  • 41. 41 THANK YOU FOR YOUR TIME. DAVID BATHIELY FERNANDEZ ITSM PRODUCT CHAMPION