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Reduce costs, optimize processes, and make services available in a way that creates added value for the customer. These are some reasons IT service management provider are acting according to best practices and standards. ISO 20000 is an important guideline for IT service management. This presentation shows some milestones on the way to a successful ISO 20000 certification.
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© dbi services
dbi services
Your Database Infrastructure Experts
1 www.dbi-services.com
Hueber David
dbi services
Consultant
Head of Service Management
Wettstein Christoph
CLAVISKLW
Senior Consultant
© dbi services
Agenda
dbi services
i. IT Service Management – its Benefits & Limitations
ii. Why ISO/IEC 20000
iii. dbi services & CLAVISKLW
iv. ISO/IEC 20000 Insights
v. Certification Process
vi. Customers Benefits
ISO20000 for IT Service Management
06.10.2011 2 www.dbi-services.com
© dbi services
Service Management is a set of specialized organizational
capabilities for providing value to customers in the form of
services
Service Management is the art of transforming resources into
valuable services by exploiting the organization„s capabilities
ISO20000 for IT Service Management
Service Management – What is it?
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Service Management
Business Outcome
Service Customer
Assets Service Assets
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IT Infrastructure Library – ITIL
The most popular ITSM framework
A set of Best Practice guidance for IT Service Management
ITIL is public domain
ITIL is owned by the OGC
Consists of a series of publications giving guidance on
Provision of Quality IT Services
Processes and facilities needed to support them
Managing the complete lifecycle of IT Services
Service Management – What is it?
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ISO20000 for IT Service Management
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ISO20000 for IT Service Management
Benefits and Limitations of ITIL®
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Benefits
• Common Language
• Proven Practices
• Process based approach
• Focus on customer needs
• Commitment to continual improvement
• Covers complete service lifecycle
Limitations
• Best practices has scope for interpretation
• ITIL is a trend – “everybody does ITIL”
• ITIL Version 3 covers 26 processes where to start?
• People but no organisation certifications based on ITIL
© dbi services
Agenda
dbi services
i. IT Service Management – its Benefits & Limitations
ii. Why ISO/IEC 20000
iii. dbi services & CLAVISKLW
iv. ISO/IEC 20000 Insights
v. Certification Process
vi. Customers Benefits
ISO20000 for IT Service Management
06.10.2011 6 www.dbi-services.com
© dbi services
Is an international ISO standard and thus allows for an organisation certification
Organisation certification vs. people certification
Certified by independent, external bodies
Demands for continual quality assurance and improvement
Alignment of information technology services and business strategy
ISO20000 for IT Service Management
Why ISO/IEC 20000?
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Provides a benchmark type comparison with best practices
Strong market positioning on quality and cost-effective services
Enhanced reputation and perception
ISO20000 for IT Service Management
Why ISO/IEC 20000?
www.dbi-services.com 8 06/10/2011
© dbi services
Agenda
dbi services
i. IT Service Management – its Benefits & Limitations
ii. Why ISO/IEC 20000
iii. dbi services & CLAVISKLW
iv. ISO/IEC 20000 Insights
v. Certification Process
vi. Customers Benefits
ISO20000 for IT Service Management
06.10.2011 9 www.dbi-services.com
© dbi services
dbi services target
Optimize the process/path to ISO20000 certification
Get support from experienced ISO20000 consultants/experts
Take benefit from external view and advices
Who is CLAVISKLW?
Project and Service Management experts
ITSM consulting, training and assessment services since more than 10 years
Accredited training provider for ITIL and ISO20000 trainings
More that 3500 persons trained & certified within the last 8 years
ISO20000 for IT Service Management
dbi services & CLAVISKLW
www.dbi-services.com 10 06.10.2011
© dbi services
Agenda
dbi services
i. IT Service Management – its Benefits & Limitations
ii. Why ISO/IEC 20000
iii. dbi services & CLAVISKLW
iv. ISO/IEC 20000 Insights
v. Certification Process
vi. Customers Benefits
ISO20000 for IT Service Management
06.10.2011 11 www.dbi-services.com
© dbi services
ISO/IEC 20000 promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements
Consists of a
Specification (shall) and the Code of Practice (should)
Set of Technical Reports
Requires a Management System and the implementation of an integrated process model
Organisation audits are conducted by certified registration bodies
ISO20000 for IT Service Management
ISO20000 – An International Standard
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ISO20000 for IT Service Management
ISO20000:2005 – Structure
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© dbi services
Agenda
dbi services
i. IT Service Management – its Benefits & Limitations
ii. Why ISO/IEC 20000
iii. dbi services & CLAVISKLW
iv. ISO/IEC 20000 insights
v. Certification process
vi. Customers Benefits
ISO20000 for IT Service Management
06.10.2011 14 www.dbi-services.com
© dbi services
Preparation
Build understanding and comprehension for ISO/IEC 20000 within the
organisation
Confirm scope and applicability
Conduct Self-Assessment and/or Gap-Analysis
Create business case
Choose certification organisation
Setup project (time frame, resources, project lead, project team, etc.)
ISO20000 for IT Service Management
Certification Approach
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Implementation
Phase 1
Incorporate the findings of the gap analysis and the business case
Phase 2
Adjustment of plan based on achievement analysis at the end of Phase 1
Phase 3
Adjustment of plan based on achievement analysis at the end of Phase 2
Time frame
To be aimed for less than 12 months
ISO20000 for IT Service Management
Certification Approach
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Does not certify the IT Service itself or single processes but the whole Service Management System (SMS) for the scope defined.
To get the certification all requirements of the specification must be fulfilled – there is no “pick and choose”
The certification is valid for a period of three years and consists of
Certification audit
Yearly verification audits
Re-certification audit after three years
ISO20000 for IT Service Management
Certification Process
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ISO20000 for IT Service Management
Certification Process
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Standard procedure of a ISO/IEC 20000 Certification
2. Phase Report
stage 1
Stage 1 Audit •Analysis of the management
system
•Document review
•Planning of stage 2
Briefing
1. Phase
Preparation for the certification
Audit (evtl. Pre-audit)
Offer /
Application
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ISO20000 for IT Service Management
Certification Process
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Standard procedure of a ISO/IEC 20000 Certification
4. Phase
Audi report and list of actions
Issue if certificate
Report
stage 2
Yearly verification audits and
re-certification audits respectively
Audit
reports 5. Phase
3. Phase
Stage 2 Audit
•Verification of management system in
practice
•Audit of the requirements of the standard
•Inspection of records
Audit
notes
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Management commitment and support – allocation of resources
and capabilities
Focus on the implementation and the appliance in the daily
business and not on the creation of documents only
Involve people
Appropriate time frame
Usage of adequate tools
Certification should not be an end in itself
ISO20000 for IT Service Management
Success Factors
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© dbi services
Agenda
dbi services
i. IT Service Management – its Benefits & Limitations
ii. Why ISO/IEC 20000
iii. dbi services & CLAVISKLW
iv. ISO/IEC 20000 Insights
v. Certification Process
vi. Customers Benefits
ISO20000 for IT Service Management
06.10.2011 21 www.dbi-services.com
© dbi services
Warranty for service requirements and delivery in regards to:
Qualitative aspects
Quantitative aspects
Financial aspects
Service provider has to demonstrate conformity on a regular basis
Service provider is committed to the idea of continual
improvement
ISO20000 for IT Service Management
Customer Benefits
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Contributes to service provider stability
Certified organisation – certified processes
Doesn‟t only reside on people
Customers and providers are integral parts of the service
management system
Reduction of risk and thus cost in terms of external service receipt
Fundamental shift to pro-active rather than re-active processes
ISO20000 for IT Service Management
Customer Benefits
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dbi services
Any Questions? Please Do Ask!
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„We look forward to working with you!“
Hueber David
dbi services
Consultant
Head of Service Management
Wettstein Christoph
CLAVISKLW
Senior Consultant