This document discusses a presentation given by David Bathiely Fernandez of EXIN on the future of ITSM. It begins with an introduction of EXIN and overview of common ITSM frameworks like ITIL and ISO/IEC 20000. It then discusses why ITSM is important for organizations, focusing on improved productivity, efficiency and customer satisfaction. Finally, it covers EXIN's training and certification programs, emphasizing the benefits certification provides to both individuals and organizations.

1. THE FUTURE OF ITSM ACCORDING TO EXIN
David Bathiely Fernandez
EXIN ITSM Product Champion
São Paulo, June, 15th 2010
david.bathiely@exin.nl

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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

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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

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EXIN – CERTIFYING ITIL
Lex Hendricks
EXIN Portfolio Manager

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NUMBERS
EXIN International
BCS-ISEB
Loyalist Certification Services
APMG-International
DANSK IT
CSME
DF Certifiering AB
PEOPLECERT Group
TÜV SÜD Akademie

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PORTFOLIO

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OUR MISSION IS STILL THE IMPROVEMENT OF THE
QUALITY OF THE IT SECTOR, BUT ALSO BY OTHER
MEANS…

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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.

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VIRTUAL COMMUNITY OF 1.000.000+ PROFESSIONNALS
http://www.exin-itsm.com.br/

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AGENDA
• INTRODUCTION: EXIN
• ITSM: ITIL, ISO/IEC 20000 AND OTHERS
• WHY ITSM ?
• TRAINING AND CERTIFICATION

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ITSM = ?
ITIL ?
MOF?
ISO ?
ITSM = IT Service Management
According to ITIL, ISO/IEC 20000, MOF, etc…

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ITIL / ISO-IEC 20000
3
4
5
ISO
15504-2
578 Pages
16 Pages/ 34 Pages
1343 Pages

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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.”

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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)

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FRAMEWORKS & STANDARDS
ISO/IEC 38500
Source: IT Governance Institute

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ISO/IEC 20000

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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

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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.

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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

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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

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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.

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AGENDA
• INTRODUCTION: EXIN
• ITSM: ITIL, ISO/IEC 20000 AND OTHERS
• WHY ITSM ?
• TRAINING AND CERTIFICATION

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HOW IMPORTANT IS TRAINING?
6 Hours a Day
5 Days a Week
= 30 Hours
1 Match a Week:
90 Minutes => 1 Hour 30

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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.

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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

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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

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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

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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)]

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INDIVIDUAL BENEFITS
Evolution
Demonstrate Recognition
Skills
Competitivity

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ORGANIZATIONS BENEFITS
Demonstrate
Skills of Personel
Cultural Change
Evaluate
Promote
Motivate
160 000 000 € !!!!!!
Hiring Guarantees

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THANK YOU FOR YOUR TIME.
DAVID BATHIELY FERNANDEZ
ITSM PRODUCT CHAMPION