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ISO/IEC 20000 Awareness Workshop

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<br>

Marval
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ISO/IEC 20000 Awareness Workshop

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  1. ISO/IEC 20000 Awareness Workshop

  2. The ICT Services Challenge 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 excellenceand agility

  3. 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)

  4. To give the organisational confidence, ICT services has chosen to be accredited against the worldwide standard for IT service management ISO/IEC 20000

  5. 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

  6. What is ISO 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   

  7. Generic drivers to achieve ISO/IEC 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      

  8. How would I describe ITIL in 3 words?

  9. How would I describe ISO 20000 in 3 words?

  10. 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      

  11. 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

  12. ISO20000/ITIL service life cycle approach Business Need I need a new IT Service 1. STRATEGY 5. IMPROVEMENT Requirements Definition 2. DESIGN Optimization Design Evaluation Develop, Build and Test Operation Procurement Deployment 4. OPERATIONS 3. TRANSITION Retirement

  13. 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”

  14. My one piece of advice – make ISO/IEC 20000 mandatory Dr. Don Page, Marval Software

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