This document compares and contrasts ISO/IEC 20000 and ITIL 4 for managing IT services. ISO/IEC 20000 provides a formal standard and certification for a service management system (SMS), while ITIL 4 offers a more flexible service value system (SVS) approach using guiding principles and practices. Both cover similar concepts like service design, delivery, and improvement, but ITIL 4 emphasizes value creation and takes a more holistic view. The document decodes the frameworks and suggests using ISO/IEC 20000 for auditing and certification, while leveraging the extensive training and culture of ITIL 4 to drive excellence in many aspects of service management.

1. 1
David contra Goliat,
decodificando la gestión del
servicio de ISO/IEC 20000
frente a la revolución de ITIL 4®
08 SEPTIEMBRE 2021 Charla Divulgativa de la Actividad del Subcomité SC40
Luis Morán Abad
IT Senior Advisor
Twitter: @luismoran2014
Linkedin: https://www.linkedin.com/in/luismoran2014/

2. David contra Goliat
ISO/IEC 20000
Desde 1995 (BSI 15000)
ISO/IEC
3 ediciones: 2005, 2011, 2018
1 Norma + 11 Documentos
30 pag.
25 prácticas
Documentos de ISO20000:
Parte 1: Service Management System Requirements. 2018
Parte 2: Guidance on the application of Service Management Systems. 2019
Parte 3: Guidance on scope definition and applicability or part 1. 2019
Parte 4: Process Reference Model. 2010
Parte 5: Implementation guidance for part 1. 2013
Parte 6: Requirements for Bodies providing audit and certification of Service Management Systems. 2017
Parte 7: Guidance in the integration and correlation of ISO/IEC 20000-1:2018 to ISO 9001:2015 and ISO/IEC 27001:2013. 2019
Parte 9: Guidance on the relationship between ISO/IEC 20000-1 to Cloud Services. 2015
Parte 10: Concepts and vocabulary. 2018
Parte 11: Guidance on the relationship between ISO/IEC 20000-1 and service management frameworks: ITIL®. 2021
Parte 12: Guidance on the relationship between ISO/IEC 20000-1 and service management frameworks: CMMI-SVC. 2016
A batalla por la Gestión del Servicio
VeriSM®
CMMI-SVC
ISO20000
ITIL®
Desde 1989
UK: Axelos
5 ediciones: 1989, 2000, 2007, 2011, 2019
6+1 libros ITIL®4
+1.200 pag.
34 prácticas
Libros ITIL4:
F - Foundation
CDS – Create, Deliver and Support
DSV – Drive Stakeholder Value
HVIT – High Velocity IT
DPI – Direct, Plan and Improve
DITS – Digital and IT Strategy
PG - Practice Guides

3. Tu propio modelo

4. El ciclo fundamental del negocio
PRODUCTOS
y
SERVICIOS
PRESTACIÓN
Ingresos à
Costes à
CREACIÓN
Costes à
CLIENTE
Necesidad

5. I+D
Compras
TI
MKT
y
Ventas
RRHH
Logística
Servicio
Posventa
Finan.
El ciclo fundamental del negocio
PRODUCTOS
y
SERVICIOS
PRESTACIÓN
Ingresos à
Costes à
CREACIÓN
Costes à
DEMANDA
DEL
MERCADO
VALOR AL
CLIENTE

6. Service Value System
VALOR AL
CLIENTE
Service Value Chain
Nuestro Modelo de Gestión estilo ITIL4
Productos
y
servicios
Guiding principles Governance
Practices
Continuous
improvement
Improve
Plan
Service 4 Dimension (4P’s)
• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes
External 6 Factors (PESTLE)
• Economic
• Social
• Technological
• Legal
• Environmental
• Political
PRESTACIÓN
CREACIÓN
Engage Design Obtain/Build Transition
Deliver
Support
DEMANDA

7. Decodificando ITIL®4

8. EnigmaITIL
x
Flechas x Cubos como figura base

9. Service Value Chain
Demand Value
Decodificando la Cadena de Valor del Servicio (SVC)
Engage
Obtain / build
Deliver &
support
Desing
& transition
Products &
services
Improve
Plan
Service Value Chain
Support Deliver
Productos y
servicios
Improve
Plan
Engage Design Obtain/Build Transition
DEMANDA
DEL
MERCADO
VALOR AL
CLIENTE

10. Service Value System
Demand Value
Decodificando el Sistema de Valor del Servicio (SVS)
Guiding principles Governance
Practices Continuous improvement
ITIL4 Service Value System Governance
Guiding Principles
Practices
Continuous
improvement
Service Value Chain
Support Deliver
Productos y
servicios
Improve
Plan
Engage Design Obtain/Build Transition
DEMANDA
DEL
MERCADO
VALOR AL
CLIENTE
Service Value Chain

11. Esquema general ITIL4
Guiding principles
1. Focus on value.
2. Start where you are.
3. Progress iteratively with feedback.
4. Collaborate and promote visibility.
5. Think and work holistically.
6. Keep it simple and practical.
7. Optimize and automate SVS
SVC

12. Las 34 Prácticas ITIL4
General Management Practices Service Management Practices Technical Management Practices
Strategy management Business analysis Deployment management
Portfolio management Service catalogue management Infrastructure and platform management
Architecture management Service design Software development and management
Service financial management Service level management
Workforce and talent management Availability management
Continual improvement Capacity and performance management
Measurement and reporting Service continuity management
Risk management Monitoring and event management
Information security management Service desk
Knowledge management Incident management
Organizational change management Service request management
Project management Problem management
Relationship management Release management
Supplier management Change control
Service validation and testing
Service configuration management
IT asset management

13. Decodificando ISO/IEC 20000

14. El esquema ISO20000-1 (2018)
14

15. El ciclo fundamental del negocio
PRODUCTOS
y
SERVICIOS
PRESTACIÓN
Ingresos à
Costes à
CREACIÓN
Costes à
CLIENTE
Necesidad

16. Decodificando el esquema ISO20000-1 (2018)
16
Service Value System
Service Value Chain
Guiding principles Governance
Practices Continuous improvement
Support Deliver
Productos y
servicios
Improve
Plan
Engage Design Obtain/Build Transition
DEMANDA
DEL
MERCADO
VALOR
AL
CLIENTE
Service 4 Dimension External 6 Factors
Engage
Design, Build, Transition
Support
Deliver

17. ISO20000 parte11: 20k vs ITIL®
4

18. Esquemas 20K vs ITIL4
18
General Management Practices Service mgnt. Practices Technical mgnt. Practices
Strategy management Business analysis Deployment mgnt.
Portfolio management Service catalogue mgnt. Infrastructure and platform mgnt.
Architecture mgnt. Service design Software development and mgnt.
Service financial mgnt. Service level mgnt.
Workforce and talent mgnt. Availability mgnt.
Continual improvement Capacity and performance mgnt.
Measurement and reporting Service continuity mgnt.
Risk mgnt. Monitoring and event mgnt.
Information security mgnt. Service desk
Knowledge mgnt. Incident mgnt.
Organizational change mgnt. Service request mgnt.
Project mgnt. Problem mgnt.
Relationship mgnt. Release mgnt.
Supplier mgnt. Change control
Service validation and testing
Service configuration mgnt.
IT asset mgnt.
SVS
SVC

19. Conceptos principales ISO20000 vs ITIL4
19
4. Context of the organization
ISO20000
External factors PESTLE
4.4 Service management system (SMS)
5. Leadership
6. Planning SMS
7. Support SMS
8. Operation
9. Performance evaluation
10. Improvement
Service 4 dimensions (4P´s)
Service Value System (SVS)
Practice Guides (34)
Service Value Streams
Value Co-creation + Complementary FWs
Service Value Chain (SVC)
Requirements Audit Knowledge Training
CDS – Create, Deliver and Support DSV – Drive Stakeholder Value
DPI – Direct, Plan and Improve
DPI – Direct, Plan and Improve
ITIL4
DITS – Digital and IT Strategy
HVIT – High Velocity IT
Agile, DevOps
Digital Transformation

20. La especificación técnica ISO/IEC 20000-11 (2021)
20

21. Los sistemas de gestión: SMS vs SVS
21
21
6.3 Plan the SMS
a) List of services
b) Known limitations
c) Obligations: policies, standards, legal,
contractual, …
d) Authorities and responsibilities
e) Necessary resources to operate SMS & Services
f) Approach to work with other parties
g) Technology used to support SMS
h) How measures, audit, report and improve
i) Other
Fuente: ISO/IEC 20000-1 (2018) e ISO/IEC 20000-11 (2021)
4.4 Service management system
The organization shall establish, implement,
maintain and improve an SMS.
Including processes needed and interactions
ISO20000
F 4 The ITIL service value system - Discusses similar concepts to the ISO/IEC 20000-1 SMS,
but includes governance as well.
DPI 7.3 The four dimensions of service management in the SVS – Discusses the scope of the
SVS in terms of the four ITIL dimensions.
DITS 2.10 Strategy and the service value system - Discusses the service value system in the
context of strategy development.
F 4.5 Service value chain – Discusses planning in the service value chain
DPI 1.3, 2, 3.2, 6.1, 7
• Planning – Discusses organizational planning.
• Strategy and direction – Discusses planning of the SVS in general.
• Basics of planning – Discusses project planning and methodologies.
• Basics of effective communication – Discusses planning of communication to various
stakeholders.
• Developing a service value system – Discusses developing an SVS.
HVIT 3.2 Models and concepts of HVIT culture - Discusses the culture in which risks can be
optimally managed.
DITS 2.10 Strategy and the service value system - Discusses strategic planning of the service
value system.
PG Organizational change management, Strategy management, Architecture management,
Portfolio management, Continual improvement - Discuss these practices in terms of the
four ITIL Dimensions.
ITIL4

22. Gestión relaciones con el negocio
22
8.3.2 Business relationship management
1. Shall be identified and documented
2. Designated individuals for managing
relationships
3. Communication with customers and others
4. Promote understanding services evolution
5. Review the performance and outcomes
6. Measure satisfaction with the services, and
reported
7. Complains shall be recorded, managed and
scale
F 5.1, 5.2 General management practices; Service management practices -
Discuss service desk, relationship management, supplier management, service
level management, business analysis.
DSV 4.3, 5.2, 6.2, 9.2:
• Building service relationships – Discusses building trust through BRM.
• Specifying and managing customer requirements – Discusses gathering
service requirements.
• Negotiating and agreeing a service – Discusses service agreements.
• Tracking value realization – Discusses ensuring service value is created and
customer satisfaction.
DPI 4.4 Measurement of products and services – Discusses using customer
satisfaction measures to assess product and service value.
CDS 2.3 Developing team culture – Discusses customer experience measures
DITS 5.2, 9.3:
• Strategic approaches for digital organizations - Discusses customer relevance
as part of strategy.
• Relationship management; discusses relationship management in the
context of digital transformation.
PG Relationship management, Service level management, Business analysis -
Discuss these practices in terms of the four ITIL Dimensions.
Fuente: ISO/IEC 20000-1 (2018) e ISO/IEC 20000-11 (2021)
ISO20000
ITIL4

23. F 5.1, 5.2 General management practices; Service management practices -
Discuss business analysis, portfolio management, relationship management,
service desk, capacity and performance management.
CDS 5.1.2 Prioritization and demand management - Discusses ways to shape
demand.
DSV 4.3, 5.1, 9.2:
• Building service relationships – Discusses demand as part of service
engagement.
• Managing demand and opportunities – Discusses demand management in
terms of patterns of business activity and shaping demand.
• Tracking service usage – Discusses demand in terms of capacity needs of the
users.
DPI 2.4 Portfolio management: a key decision-making practice – Discusses the
demand management aspects of the service portfolio.
DITS 2.10 Strategy and the service value system - Discusses opportunity and
demand as strategy drivers.
PG Business analysis, Portfolio management, Relationship management, Service
desk, Capacity and performance management - Discuss these practices in terms
of the four ITIL Dimensions.
Gestión de la demanda
23
ISO20000
ITIL4
Fuente: ISO/IEC 20000-1 (2018) e ISO/IEC 20000-11 (2021)

24. Qué aplicar mañana

25. Qué haría mañana
1. Usa ISO20000 para ir rápido
2. Usa ISO20000 para ir directo al problema
3. Usa ISO20000 para un mundo sencillo
4. Usa ISO20000 para Auditoría y Certificación
5. Usa ITIL4 para Formación extensiva y adquirir
cultura del servicio
6. Usa ITIL4 para Acreditación de profesionales
7. Usa ITIL4 para la Excelencia en muchos
aspectos
8. Usa AGILE para generar pasión y motivación
9. Usa LEAN para optimizar y mejorar
10. Usa EMPRENDIMIENTO para experimentar
con nuevos negocios
25

26. 26
David contra Goliat,
decodificando la gestión del
servicio de ISO/IEC 20000
frente a la revolución de ITIL 4®
08 SEPTIEMBRE 2021 Charla Divulgativa de la Actividad del Subcomité SC40
Luis Morán Abad
IT Senior Advisor
Twitter: @luismoran2014
Linkedin: https://www.linkedin.com/in/luismoran2014/