PECB Webinar: Some of actual benefits and main issues with implementation of ITSMS according to ISO 20000-1 and pursuing certification
IT Service Management (ITSM) is still an area which can provide either great opportunities for increase of business (if well aligned with business) or damage organizations ability to provide its main services if not managed properly. In this webinar, you will learn the actual benefits and potential issues within implementation and running of IT Service Management system as well as to understand the pros/cons of getting ITSM certified according to ISO/IEC 20000-1. The webinar will cover the following areas: • The potential role of IT Service Management • The easy definitions of the good, the bad and the ugly in ITSM • Non-biased view if it makes sense to pursue ISO 20000-1 certification for organization • Main benefits the organizations can get if certain ITSM processes are well implemented as well as definition of “implemented well” The webinar will be hosted by our partner Juris Puce. He is CEO and senior partner of analytica.lv with more than 15 years of international experience in IT Service management implementation, ITSMS implementation and certification, consulting and project management, information security management and business continuity management in different roles. Juris holds different certifications which in one way or another relate to area of ITSM (ISO 27001; ISO 20000-1, ISO 22301; PRINCE2, ITIL, M_o_R, CISA, CISSP, etc).
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PECB Webinar: Some of actual benefits and main issues with implementation of ITSMS according to ISO 20000-1 and pursuing certification
- 2. About the standard • Same principles as any “management system standard” • 170 requirements • 15 processes • It is not just “process based” standard • No more about contents – read it (or look up on internet)
- 3. Role of IT Service Management Service providers Service receivers
- 4. THE GOOD, THE BAD AND THE UGLY
- 5. The good • Many processes are already in good shape – Incidents and Service Requests • Some ServiceDesk in place • Some reporting and measurements in place • Understanding of “IT as a Service” mostly in place
- 6. The bad • Processes not covered at all • Most often in bad shape: – SLM – Budgeting – Continuity • No Catalogue in place
- 7. The ugly • Longer than expected implementations due to: – Very different levels of understanding what ISMS is and what will it give to company – Many small requirements – Less “good implementation” practice – “process by process” approach
- 8. About standard • Badly written • Overimplementation • Maintenance • SLM / Service Catalogue tricky to implement
- 9. Implementation specifics • Usually only for part of organization • Understanding of benefits varies wildly • Understanding of contents varies wildly
- 10. Benefits? • Are there any? • Service managers & Relationships • Marketing benefits • Management “thinking”
- 11. Does it make sense? • Improvement in “management skills” • “Service” culture • ANSWER = Depends
- 12. Well implemented? • Project approach • Thinking required • Continual improvement
Editor's Notes
- Probably everybody here is a bit familiar with ISO 20000-1 (otherwise nobody would have been here anyway). But to summarize
- how does the management see it. Usually two types of organizations service providers = main business driver service “receivers” = cost of doing business ITSM is valuable to both, ISO 20000-1 mostly to service providers
- The Good Very often certain processes are at great level (incident management)
- The ugly part also is something which is not “exactly there” in ISO 20000-1. The software requirements -> implementations part (technically covered by Change and Release and Deployment management). However there is more and more dependency on software for organizations and different approaches like Agile, Continuous Deployment, etc are playing larger and larger role in organizations.
- badly written standard compared to others easy to notice the writers were not coming from ISO MS world easy to get lost in “overimplementation" KISS maintenance is much harder than implementation/certification SLM and Service Catalogue are some of the "best parts” to implement
- Service managers have to start thinking about relationships (both customer and supplier side) Marketing benefits of course (still standing out between service providers) but expect you will also have to explain what it is to many customers
- In many cases our customers would have seen very similar benefits of just implementing any management system or just by improving on management itself. Giving it a name sometimes helps reporting structure assign / check feature very often we come into organizations and they already are aware of whats happening - consultants needed to prove the point inside Depends model of organization many other “cultural” things ISO 20000 is not for “every organization"
- What does “implemented well” would mean here? More time spent on processes than usually companies are ready for. Many customers have been running many ITSM processes without “continual improvement” for years Project based approach means there should be deliverables after certain period of time