1 / 15

ISO 20000-1: Specifications for IT Service Management- Integration with ISO 9001

ISO 20000-1: Specifications for IT Service Management- Integration with ISO 9001. Subrata Guha, Director IT Services. Introduction. Subrata Guha , Director of IT Services, UL DQS Inc.

guillermo-manzanero
Download Presentation

ISO 20000-1: Specifications for IT Service Management- Integration with ISO 9001

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. ISO 20000-1: Specifications for IT Service Management- Integration with ISO 9001 Subrata Guha, Director IT Services

  2. Introduction • Subrata Guha, Director of IT Services, UL DQS Inc. • Over 25 years experience in the areas of Information Security Management, Risk Assessment, IT Service Management, Software Engineering, Project Management • Consultant to fortune 500 companies in USA, Japan and South Korea • Lead Auditor of ISO 20000-1, ISO 27001 and ISO 9001 • Industrial scholar at Carnegie Mellon University

  3. About UL DQS Inc. • Formed with partnership between Underwriters Laboratories Inc. (UL) and DQS (German Registrar of Management Systems) • DQS was founded by DGQ (German Society of Quality) and DIN (German Institute of standardization) • Global presence: 60 offices in 40 countries • Best in class auditors: 1850 auditors worldwide • Large customer base: 45000 certifications

  4. Definition of Service • An intangible commodity exchanged between a supplier and customer • Example of service industries: • Healthcare • Banking and Finance • Telecommunications • Logistics

  5. Service Characteristics • Intangible • Produced and delivered at the same time • Perishable (no preservation) • No standard specification • High degree of variability

  6. Understanding IT Services Application Management Network support Disaster Recovery service Internet Service Data Center, Hosting, Storage services Phone service Repair & Maintenance

  7. End Users Service Providers Service Owners Service Desk Internal Service Providers External Service Providers IT Services Supply Chain Our target

  8. Service Specifications • Availability • Capacity • Response time • Accuracy • ….. • ……

  9. Service Lifecycle Requirements Service Design Service Transition Service Retire Service Operation Product Lifecycle Specification Design & Development Production End of Life Delivery

  10. 4. Quality Management System 6. Resource Management 6.1 Provision of Resource 6.2 Human Resource 6.3 Infrastructure 6.4 Work Environment 4.1 General 4.2 Documentation Requirement 7. Product Realization 7.1 Planning of Product Realization 7.2 Customer related Process 7.3 Design & Development 5. Management Responsibility 5.1 Management Commitment 5.2 Customer Focus 5.3 Quality Policy 7.4 Purchasing 7.5 Production & Service Prov 7.6 Control of Monitoring, Mesr equip 5.4 Planning 5.5 Responsibility, Authority, Comm 5.6 Management Review 8. Measurement, analysis & improvement 8.1 General 8.2 Monitoring & Measurement 8.3 Control of non- Conforming product 8.4 Analysis of data 8.5 Improvement Requirements of ISO 9001

  11. 6. Service delivery process 5 Design and Transition of New Or Changed Service 6.1 Service Level Management 6.2 Service Reporting 6.3 Service Continuity & Availability Management 9. Control Processes 6.4 Budgeting & Accounting For IT services 9.1 Change Management 6.5 Capacity Management 9.2 Configuration Management 6.6 Information Security Management 9.3 Release Management ISO 20000:2011 4. Service Management System General Requirements 4.1 Management Responsibility 4.2 Governance of Process operated By other parties 4.3 Documentation Management 4.4 Resource Management 4.5 Establish & Improve the SMS 7. Relationship Processes 8. Resolution processes 7.1 Business Relationship Management 8.1 Incident Management 7.2 Supplier Management 8.2 Problem Management

  12. ISO 9001, ISO 20000-1 ISO 20000-1 ISO 9001 4.1 Management responsibility 4.2 Governance of process operated by other parties 4.3 Documentation management 4.4 Resource management 4.5 Establish and improve SMS 4.0 Quality management system 5.0 Management responsibility 6.0 Resource management 8.0 Measurement Analysis & Improvement SMS QMS 5.0 Design and transition of new or changed services 6.0 Service delivery processes 7.0 Relationship processes 8.0 Resolution processes 9.0 Control processes 7.0 Product realization

  13. Integrated View of Management System Management System For Service Organizations? Management commitment Customer focus Quality policy Planning Responsibility, authority & communication Measurement Analysis & Improvement Management review Resource Management Documentation management Purchasing Internal audit ISO 20000-1 5.0 Design and transition of new or changed services 6.0 Service delivery processes 7.0 Relationship processes 8.0 Resolution processes 9.0 Control processes ISO 9001 7.0 Product realization

  14. Governance Strategic Planning Program Management Process Management Service Delivery Operation Planning Service Design Transition In Service Delivery Transition Out Support Budgeting & Accounting Information Security management Process Service QA Measurement And Analysis HR and Training Controlling process Service support Customers Customers Business Development Product Deployment Product Development Project Planning Requirement Design Development Test Business Relation Mgmt Business Relation Mgmt Requirement Mgmt Supplier Mgmt Vendors / Suppliers

  15. Subrata Guha Director IT Services Subrata.guha@us.dqs-ul.com 847-749-5397 Visit us

More Related