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Contents. A Brief introduction to BSi Recent Developments with BS7799 ISO/IEC 17799 and BS15000 A Personal View on Outsourcing Service Management Relationship between BS 15000 and ITIL Differences between BS 15000 and ITIL BS 15000 certification. DEFINITION.

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Contents

Contents

  • A Brief introduction to BSi

  • Recent Developments with BS7799 ISO/IEC 17799 and BS15000

  • A Personal View on Outsourcing

  • Service Management

  • Relationship between BS 15000 and ITIL

  • Differences between BS 15000 and ITIL

  • BS 15000 certification


Contents

DEFINITION

  • The BSI Group is about improving the quality of life through the application of best practice to everything we do.

    • We set innovative standards that are used throughout the globe.

    • We provide all the information relating to standardization that businesses need to succeed in their competitive markets.

    • Businesses rely on us to keep improving the way they run with good management processes.


Contents

OBJECTIVES

  • BSI’s Royal Charter defines these as:

  • Facilitate, sell and distribute standards

  • Register, approve and affix marks

  • Market and sell

    • - Systems assessment services

    • - Product and materials inspection

    • - Testing and Certification

    • - Training


Contents

BSI GROUP TODAY

  • A well established global Service Business

  • Presence in over 110 countries

  • 5,500+ staff worldwide with 75% based outside the UK

No 1

National

Standards Body

No 1

ISO

Registration

No 3

Inspection

Company


Contents

BRITISH STANDARDS

  • World’s oldest National Standards Body (NSB)

  • 15,000 subscribing members

  • 2,000 standards published p.a.

  • 24,000 current British Standards

  • 7,000 current standards projects

  • 2,500 committees

  • 23,000 committee members


Contents

BSI MANAGEMENT SYSTEMS

  • World's largest management systems registration body with over 44,000 registered clients in 100 countries

  • Major products include:-

    • ISO 9000 - Quality Management series

    • QS 9000/ TS 16949 - Automotive Management

    • ISO 14000 - Environmental Management

    • BS 7799 - Information Technology Security

    • OHSAS 18001 - Health & Safety Management

    • BS15000 - IT Service Management


Contents

BSI MANAGEMENT SYSTEMS

  • Management Systems Assessment and Certification

  • Training

  • Four main operational hubs:


Recent developments

Recent Developments

BS7799 ISO/IEC 17799

BS15000


Current product news iso iec 17799 and bs 7799

Current Product News ISO/IEC 17799 and BS 7799

  • Revised ISO17799:2005 published this month

    • ISO17799:2000 version will be withdrawn

    • 17 new controls – Now 134 in total (other controls have eitther been merged or deleted)

    • 11 chapters (one more)

    • Will become ISO 27002 in April 2007

  • BS7799 Part 2 to become ISO27001 end of 2005 (November)

    • BS7799 Part 2 will be withdrawn

  • BS7799-3 (Risk Management)

    • due for publication December 05.

    • Will be submitted to ISO using the fast track route.


Current product news iso iec 17799 and bs 77991

Current Product News ISO/IEC 17799 and BS 7799


Current product news bs 15000

Current Product News BS 15000

  • Current BS15000 Certifications

    • Extension to ISO 90001

    • BSi Certification scheme

    • itSMF BS15000 certification scheme

  • BS 15000 to become ISO/IEC 20000 4Q 2005 or 1Q 2006

    • BS15000 will be withdrawn


Outsourcing

Outsourcing

Service Management

A personal view


What can go wrong with outsourcing

What can go wrong with Outsourcing?

  • IT is often seen by CEOs and CFOs as “not core to the business”

    • IT is outsourced because the company doesn’t want to be in the business of running an IT department.

    • IT is an “overhead” and a drain on resources / profits.

    • IT is seen as “too difficult to understand” and not deliver what’s wanted when it’s wanted.

  • IT is outsourced to save money!


Why does outsourcing cause problems

Why does outsourcing cause problems?

  • Outsource contracts are written by legal / contracts with little involvement from IT.

    • Then negotiated!

  • Roles and Responsibilities between the two companies are often not clear.

  • If IT staff are moved, moral is low.

    • Staff are no longer working to the same goals and in the same culture in their new company.

  • Contracts are ambiguous and not sufficiently detailed.

  • The Outsource company will deliver to the contracts, everything else is extra!

  • Insufficient (and too junior) management in place within the company to manage the outsource contract.


It service management

IT Service Management

BS15000

ITIL


Definitions

Definitions

IT Service Management

The management of IT Services to support one or

more business areas

BS 15000

The first worldwide standard aimed specifically at IT

Service Management


Bs 15000

BS 15000

  • Part 1 – Specification for Service Management.

    BS 15000-1: 2002

  • Part 2 – Code of practice for Service Management

    BS 15000-2:2003


History

History

  • UK Government launches IT Infrastructure Library (ITIL) in 1989

  • ITIL defines ‘best practice’ processes and procedures

  • ITSMF formed in 1991 to further develop best practice

  • ITSMF approaches BSI to develop a standard

  • BS 15000 first published in 2000 as a specification (Revised in 2002)


Drivers

Drivers

  • Movefrom investing in toolsto develop software to managing the quality of these systems once “live”

  • The need to deliver cost effective service delivery

  • Lack of guidance and accepted standards

  • Raising the profile of the IT department

  • UK Government / ITIL / ITSMF


Product fit

BS 15000

BS 7799:2

Product Fit

ISO 9001:2000

ISO 9001/2/3:1994


Objectives of bs 15000

Objectives of BS 15000

  • ‘To promote the adoption of an integrated process approach to deliver managed services to meet the business and customer requirements’

    BS 15000-1:2002

  • Enable the understanding of best practices , objectives benefits and possible problems of service management

  • To help organizations generate revenue or be cost effective via professional service management


Product benefits

Product Benefits

  • Implementation provides control, greater efficiency and opportunities for improvement

  • Turn technology focused departments into ones with a service focus

  • Ensure IT services are aligned with and satisfy business needs

  • Improve system reliability and availability

  • Provide a basis to agree levels of service and the ability to measure IT service quality


Pdca it service management

PDCA - IT Service Management

Manage Services

Business

Requirements

Business results

Management Responsibility

Customer

Requirements

Customer

Satisfaction

ACT

Continuous

Improvement

Request for new/

changed service

New or changed

service

PLAN

Plan service

Management

CHECK

Monitor,

measure and

review

Other processes

e.g business,

supplier, customer

Other processes

e.g. business,

supplier, customer

Service Desk

DO

Implement

Service

Management

Team and people

satisfaction

Other teams e.g.

Security,

IT Operations


The service management process

The Service Management process

Service Delivery Processes

Control Processes

Release

Process

Resolution

Processes

Relationship

Processes


Relationship and differences between bs 15000 and itil

Relationship and Differences Between BS 15000 and ITIL


Relationship between bs 15000 and itil

BS 15000

Manager’s Guide

(BIP 0005)

ITIL Best Practice

In-house procedures/work instructions

Relationship Between BS 15000 and ITIL


Relationship between bs 15000 and itil1

Relationship Between BS 15000 and ITIL

  • ITIL and BS 15000 serve different purposes

    • BS 15000 provides an independent standard suitable for third-party certification

    • ITIL provides best practices in IT Service Management

It is not a requirement to adopt ITIL to achieve compliance with BS 15000, but it will make it much easier and more robust


Difference between bs 15000 and itil

Difference between BS 15000 and ITIL

  • BS 15000 13 Service Management processes are divided into 5 groups of processes

  • Organization structure is not a requirement of BS 15000

  • PDCA is a fundamental component

  • BS 15000 includes business relationships and supplier management

  • BS 15000 Service Reporting is a separate process


Difference between bs 15000 and itil1

Difference between BS 15000 and ITIL

  • Service Continuity and Availability Management are separate in ITIL

  • ITIL covers financial management, whereas BS 15000 covers budgeting and accounting

  • BS 15000 includes Information Security Management (BS 7799 (ISO/IEC 17799) for security requirements

  • ITIL includes Software Asset Management – Asset Management is covered by Configuration Management in BS 15000


Implementation of bs 15000

Implementation of BS 15000


The it service management kit

The IT Service Management kit

BS 15000-1:2002

Specification for Service Management

BS 15000-2:2002

Code of Practice for Service Management

Management Guidance Booklet

PD 0005

All based on foundation of the IT

Infrastructure Library (ITIL). The only comprehensive documentation of best practice for Service Management

ITIL Best Practices


Drivers for bsi

Drivers for BSI

  • Cost savings via improved processes

  • Better working relationship between IT and business users

  • Opportunity to increase company image and competitive advantage

    • Via eventual BS 15000 compliance


Results bsi

Results - BSI

  • 7% reduction in total incidents handled

  • 580% reduction in major incidents handled

    • Due to improved recognition of linked incidents

  • 15% reduction in SAP related incidents

    • Via targeted problem management

  • Customer satisfaction high


Useful steps

Useful steps

  • Avoid dependence on technical personnel

  • There is no ‘best way’ to implement BUT:

    • A logical / pragmatic approach may help

    • Focus on current problem areas

    • Map problems to the relevant ITIL / BS 15000 component

    • Tackle the problem

  • Timescales will vary!


Possible implementation problems

Possible Implementation Problems

  • Bureaucracy - Pre-occupation with mechanics rather than end product

  • Failure to get management and/or staff commitment – Not sold to the organization

  • Lack of resource and skills – untrained staff

  • Culture - Not in learning mode


Certification to bs 15000

Certification to BS 15000


Certification

Certification

  • BS 15000 is increasingly seen as the quality standard for IT Service Management

  • Many companies striving to adopt for its benefits to them and to also help qualify and choose suppliers and partner organizations

  • Only a formal certification scheme provides independent verification of compliance

  • Raises internal profile


Certification schemes

Certification schemes

  • BSI BS 15000-1:2002 Certification

    • Stand alone certification

    • Extension to scope certification

  • BS 15000 IT Service Management Scheme

    • Provided by itSMF


Certification schemes1

Certification schemes

BSI BS 15000-1:2002 Certification

  • Standalone certification

    • Launched October 2003

    • Global delivery

    • Training course offering


Certification schemes2

Certification schemes

BSI BS 15000-1:2002 Certification

  • Extension to scope certification

    • Launched May 2003

    • Assessment as extension to ISO 9001:2000 certification

    • Covers the additional requirements of BS 15000

    • Global delivery


Bs 15000 the future

BS 15000 – The Future

  • ISO status for BS 15000-2 expected during 1Q 2006

  • Predicted BS 15000-1 will move into an ISO standard

  • IT Service Management sector beginning to demonstrate increasing demand for BS 15000-1:2002 certification

  • Certification will become a key market differentiator and pivotal in the selection of supplier and partner organizations


Summary

Summary

  • IT Service management represents a fast growing discipline

  • BS 15000 is strongly aligned with the IT Infrastructure Library

  • BS 15000 consists of a auditable specification and a code of practice

  • BS 15000 will increasingly be seen as the quality standard for IT Service Management

  • Certification will become a key differentiator in the provision of IT Service management


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