iso/iec 20000 awareness workshop

ISO/IEC 20000

Awareness

Workshop

Greater business reliance on information technology

Increased accountability, governance and compliance

requirements

Constant pressure to reduce costs, improve quality and do

more with the “same or less”

Managing the IT and service infrastructure is more

challenging and complex

Giving organisational, stakeholders and customer

confidence that their investment in information technology

and its service provider is being leveraged to the full and

striving to maintain operational excellence and agility

The ICT Services Challenge

ISO/IEC 20000 - Why is the business doing this?

ICT services have a responsibility to demonstrate to the

organisation, customers and stakeholders that they are a

world class service provider, and how they measure up

against a recognised industry standard

Demonstrable and auditable compliance to an accepted

standard has long been recognised as a professional and

proven approach (e.g. accounting, printing, security, software

design)

To give the organisational

confidence, ICT services has

chosen to be accredited against

the worldwide standard for IT

service management

ISO/IEC 20000

ICT services are now ready to move to

the next level of ITSM maturity by

attaining accreditation against a world-

wide standard - ISO/IEC 20000

ISO/IEC 20000 is the world-wide standard for the

planning, delivery and management of your IT service

and support infrastructure

ISO/IEC 20000 provides competitive advantage to the

business through the delivery of IT services to a

required, measurable standard; services that

constantly improve and continue to deliver optimal

value for IT spend

ISO/IEC 20000 is for IT organisations who want deliver

and demonstrate operational excellence

What is ISO 20000

Enforce process compliance by turning the “shoulds” into

“shalls” so that all the benefits of ‘best practice’ ITSM will

be gained

Hard evidence that quality of ITSM is taken seriously

Supports the business to operate more effectively

Enforces a method of review and assessment linked to

continual improvement

Staff morale boosted by working in a professional

environment

Significant milestone for an IT department demonstrating

professionalism that has been independently certified

Generic drivers to achieve ISO/IEC 20000

How would I describe ITIL

in 3 words?

How would I describe ISO 20000

in 3 words?

ITIL Vs ISO/IEC 20000 ITIL is not prescriptive and is not easy to maintain

momentum without adequate governance controls – ISO

20000 IS

ITIL does not Insist on continual improvement and

management support – ISO 20000 DOES

ITIL does not Insist on evidence to prove quality and

progress - ISO 20000 DOES

ITIL quality cannot be externally audited or benchmarked ISO 20000 quality CAN

ITIL is not being demanded by business - Governance

controls, agility and auditability ARE

ITIL is not a business and/or organisational certification – ISO

20000 IS

ISO/IEC 20000 eligibility criteria

An organisation must be able to demonstrate it has management control of each of the ISO/IEC 20000 processes.

Management control of a process consists of: – Knowledge and control of the inputs

– Knowledge, use and interpretation of the outputs

– Definition and measurement of metrics

– Demonstration of objective evidence of accountability for process functionality (e.g. operational acceptance criteria)

– Definition, measurement and review of process improvements

1. STRATEGY

ISO20000/ITIL service life cycle approach

2. DESIGN

3. TRANSITION

5. IMPROVEMENT

4. OPERATIONS

Business

Need

Requirements

Definition

Design Evaluation

ProcurementDevelop, Build

and Test

Deployment

Retirement

Operation

Optimization

I need a new IT Service

To meet the requirements of

ISO/IEC 20000 you need to

work on the premise

“If you can’t prove it – you

don’t do it”

My one piece of advice –

make ISO/IEC 20000

mandatory

Dr. Don Page,

Marval Software