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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