ISO 20000-1:2011

2 February 2014

IT SERVICE MANAGEMENT SYSTEM

IT Service Management System - Evolution

• First developed as BS 15000 (British Standard)

• Adopted by International Organization for Standardization in 2005 as ISO 20000-1:2005

• New version of standard released: ISO 20000-1:2011

What are ISO 20000-1 and ISO 20000-2?

ISO 20000-1:2011 • Gives the specifications for IT Service Management • Audits are conducted on this standard • Certification is based on this standard ISO 20000-2:2011 • Code of practice for IT Service Management • Provides guidance for implementing the standard

IT Service Management Processes

Contents of ISO 20000

ISO 20000 – General Requirements

Clause 4:

4.1 Management responsibility, Management commitment, Management representative

4.2 Processes operated by other parties

4.3 Documentation management

4.4 Resource management

4.5 PDCA Cycle: Plan, Do, Check, Act

ISO 20000 – General Requirements

4.5.1 Define Scope

4.5.2 Plan Service Management – define Policy, Strategy, Processes

4.5.3 Implement the processes – Configure tool, record all requests and incidents

4.5.4 Monitor and Review – Internal Audit, Management Review

4.5.5 Maintain and Improve – Continual improvement

What is ITIL?

• Systematic approach to provide high quality IT service Delivery and Support • A Framework or Documented best practice for IT Service Management • Provides common language with well-defined terms • Developed in 1980s by “The Office of Government Commerce” or OGC which is now called “ Cabinet Office” or CO in UK • ITIL framework is aligned to ISO 20000 standard

ITIL Service Lifecycle

ITIL Approach

Implementation Benefits

• Increased levels of customer satisfaction and improved communication

• Increased awareness and utilisation of services

• More efficient working methods

• An effective and efficient motivated team

• Management Information available

Questions

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