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The ISO/IEC 20000 family. Lynda Cooper Co-author ISO20000 Project editor ISO20000 part 1 Principal UK Expert to ISO group ITIL Expert. Agenda. The past The present The future Relationships to other standards and frameworks The journey to Certification Qualifications.

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the iso iec 20000 family

The ISO/IEC 20000 family

Lynda CooperCo-author ISO20000

Project editor ISO20000 part 1Principal UK Expert to ISO group

ITIL Expert

agenda
Agenda
  • The past
  • The present
  • The future
  • Relationships to other standards and frameworks
  • The journey to Certification
  • Qualifications
iso 20000 the past
ISO 20000 – The Past
  • 1995/1998 - A code of practice for Service Management
  • BS 15000:2000 - Specification for Service Management
  • PD0015:2000 IT Service Management: Self-assessment Workbook
  • 2000 – 2002 Early adopters trials
  • BS 15000-1:2002
  • ITSMF Certification scheme - Nov 2003
  • ISO/IEC 20000 Parts 1 and 2 – Dec 2005
iso20000 the present
ISO20000

The present

slide5

IT Service Management Framework

Or other guidance

With acknowledgement of BSI, OGC and ITSMF

the iso20000 series
The ISO20000 series
  • Part 1 revised – 2011
    • Closer alignment to ISO9001
    • Closer alignment to ITIL version 3
    • Design of services introduced
    • Other improvements from user feedback
  • Part 2 revised – 2012
    • Intent
    • Concept
    • Explanation of requirements
    • Documents and records
    • Authorities and responsibilities
    • Interfaces
  • Part 3 – applicability and scope – 2009
    • Replaces ITSMF guidelines on scoping
    • To be built into certification scheme
  • Part 5 - Exemplar implementation plan – 2010
  • Maturity model
    • PRM - Part 4 and PAM - Part 8 – 2011
revised process diagram

Customers

(and other

Interested

parties )

Requirements

Revised process diagram

Service Management System

Customers

(and other

Interested

parties )

Plan

SMS general requirements

Management responsibility

Governance of processes

operated by other parties

Plan, operate, monitor and improve

Documentation management

service management

Resource management

Design, development and transition

Services

of new or changed services

Service delivery processes

Do

Act

Capacity management

Service level management

Information security

management

Service continuity &

Service reporting

Budgeting &

availability

accounting

for services

management

Control processes

Configuration management

Change management

Release and deployment

management

Resolution processes

Relationship processes

Business relationship

Incident management

management

& request fulfilment

Problem management

Supplier management

Check

related initiatives at iso level
Related initiatives at ISO level
  • Study group into governance of IT service providers
  • Study group, initiated by India, into standards/guidelines required by IT enabled BPO
  • Guidelines to implementing ISO20000 and ISO27001 together
  • ISO20000 to be mapped to ITIL, COBIT and other ISO related standards
applying itsm to business services

Delivery:

Business processes

IT processes

Service Management Framework

FunctionalGovernance Framework

Applying ITSM to business services
iso20000 the journey to certification
ISO20000

The journey to Certification

applicability and scope
Scope can be determined by:

Service

Location

Customer

Technology

Organisational unit

Service provider must have management control of all processes – even if some activities are outsourced

Applicability and Scope

Supplier

A

Service

Provider

Customer

Supplier B

(Lead

Supplier)

Scope of ISO 20000

Supplier

Supplier

how long will it take
How long will it take?
  • For a company who has not yet implemented ITIL
    • Approx. 2 years
  • For a company who has implemented ITIL well
    • Approx. 9 months
  • Remember that once the processes are designed and documented, they need to be rolled out and run for about 3 months before being audited to prove compliance
the benefits of iso20000 certification
Improved quality of service

Increased business and customer confidence

Improved reputation, consistency and interoperability

Continuous improvement assured

Optimised and controlled costs

Management and staff understand their business, roles and processes better

Demonstrate superiority over competitors

Ability to meet requirements for bids

Easier to justify or combat outsourcing

Enforces move from “should” to “shall”

Impartial and external audit

Certification recognised internationally

The Benefits of ISO20000 Certification
current iso 20000 market
Current ISO 20000 Market
  • ITSMF scheme – launched 2003
    • 484 certified organisations
    • China 83, Japan 71, UK 45, India 44, China 41, South Korea 32, Germany 29, USA 24 and many others from every continent
    • Slovakia 2
    • Czech Republic 16
    • Austria 10
  • Other schemes??
standards

ISO 27001

ISO 20000

ISO 9001:2000

Standards

ISO20000 can be achieved with ISO9000 or stand alone.

Doing the right processes right

Doing the management and generic processes right

it governance related benefits
IT Governance related benefits
  • ISO20000 supports
    • COBIT
    • ISO27001
    • BS25999
  • Management system, processes, roles, auditable
  • Control
iso20000 qualifications
ISO20000

Qualifications

qualifications
Qualifications
  • ISO20000 consultant (ITSMF)
  • ISO20000 auditor (ITSMF)
  • ISO20000 Foundation (ISEB)
  • ISO2000 Foundation, Professional and Advanced level (EXIN)
  • Many training providers offer non-accredited courses including awareness, planning to implement ISO20000 etc
references
References
  • ISO/IEC 20000
    • www.iso.org
    • www.bsi-global.com
  • ISO20000 books and pocket guides
    • www.itsmf.com
  • BSI: Achieving ISO20000 series
  • BSI: A managers guide to service management
  • BSI: Self assessment workbook
    • www.bsi-global.com
  • ITSMF Certification scheme
    • www.isoiec20000certification.com
  • BSI: The new ISO20000 Part 1 edition, differences from 2005 edition – to be published in early 2011
questions
Questions

Lynda Cooper

Service 20000

lynda.cooper@service20000.com

www.service20000.com

+44 (0)7841 800432