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ISO/IEC 20000-1:2018 (SMS) Awareness Training

ISO/IEC 20000-1:2018 (SMS) Awareness Training Presentation

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ISO/IEC 20000-1:2018 (SMS) Awareness Training

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  1. ISO/IEC 20000-1:2018 Service Management System C:\Users\Allan BigMac\Documents\000 OEC\Logo\The Logo Company\FINAL\OperationalExD24aR02bP01ZL\TRANSPARENT.png Company\FINAL\OperationalExD24aR02bP01ZL\LARGE.jpg C:\Users\Allan BigMac\Documents\000 OEC\Logo\The Logo © Operational Excellence Consulting. All rights reserved. © Operational Excellence Consulting. All rights reserved.

  2. NOTE: This is a PARTIAL PREVIEW. To download the complete presentation, please visit: https://www.oeconsulting.com.sg NOTE: This is a PARTIAL PREVIEW. To download the complete presentation, please visit: https://www.oeconsulting.com.sg Learning Objectives Gain an overview of the ISO/IEC 20000-1 structure Provide background knowledge of ISO/IEC 20000-1 Learn useful tips on handling an audit session Understand the ISO/IEC 20000-1 certification process 2 2 © Operational Excellence Consulting. All rights reserved. © Operational Excellence Consulting. All rights reserved.

  3. Contents 1 Introduction to ISO/IEC 20000 2 ISO/IEC 20000-1 Structure 3 ISO/IEC 20000-1 Certification 4 Handling an Audit Session 3 © Operational Excellence Consulting. All rights reserved.

  4. “Everything you considered a product, has now become a service.” Ida Auken Danish Politician © Operational Excellence Consulting. All rights reserved. 4

  5. Introduction to ISO/IEC 20000 ▪ Services are everywhere, from the basic shoe-shine services to cloud-based anything-as-a-service ▪ As business services under- go digital transformation, the IT component of services has become an integral part of the entire business service 5 © Operational Excellence Consulting. All rights reserved.

  6. What is ISO/IEC 20000-1? ▪ ISO/IEC 20000-1 is the international standard for Service Management ▪ It specifies requirements for establishing, implementing, maintaining and continually improving a Service Management System (SMS) ▪ Focuses on meeting service requirements and delivering value to customers, users and stakeholders ▪ The standard is applicable to any organization – whatever the size, industry or culture 6 © Operational Excellence Consulting. All rights reserved.

  7. What is “Service Management”? ISO/IEC 20000-1:2018 Definition: “Set of capabilities and processes to direct and control the organization’s activities and resources for the planning, design, transition, delivery and improvement of services to deliver value.” 7 © Operational Excellence Consulting. All rights reserved.

  8. Purpose of ISO/IEC 20000-1 ▪ To manage the service lifecycle • Plan • Design • Transition • Delivery • Improvement ▪ To meet agreed requirements and provide value for the organization and its customers and users 8 © Operational Excellence Consulting. All rights reserved.

  9. Benefits of Implementing Service Management ▪ Lower operating costs due to greater efficiency ▪ Increased customer satisfaction due to an enhanced service experience ▪ Greater ease of operation due to a more standardized way of providing services 9 © Operational Excellence Consulting. All rights reserved.

  10. Advantages of Certification ▪ Certification to ISO/IEC 20000- 1 is voluntary ▪ Independent check of conformity by a third party ▪ Indicates an effective Service Management System ▪ National/International recognition ▪ Provides competitive advantage ▪ Improves company image 10 © Operational Excellence Consulting. All rights reserved.

  11. Development of ISO/IEC 20000-1 Service Management System (SMS) 1989 BS 15000 2000 ISO/IEC 20000-1:2005 (1st issue) 2011 ISO/IEC 20000-1:2011 (2nd issue) 2018 ISO/IEC 20000-1:2018 (3rd issue) Recertification audits to the new standard * Transition deadline was extended to Mar 31, 2022 due to the COVID-19 pandemic. 11 © Operational Excellence Consulting. All rights reserved.

  12. Framework of Annex L ▪ Annex L is a framework for a generic management system. However, it requires the addition of discipline- specific requirements to make a fully functional standard. Annex L High-level structure Identical core text Common definition 12 © Operational Excellence Consulting. All rights reserved.

  13. ISO/IEC 20000-1:2018 is Based on the ISO High-Level Structure (HLS) for Management System Standards (MSS) 6. Planning 1. Scope 7. Support 2. Normative References 8. Operation 3. Terms & Definitions 9. Performance Evaluation 4. Context of the Organization 10. Improvement 5. Leadership 13 © Operational Excellence Consulting. All rights reserved.

  14. ISO/IEC 20000-1:2018 Clause Structure (4-10) PLAN DO CHECK ACT 4. Context of the organization 5. Leadership 6. Planning 7. Support 8. Operation 9. Performance evaluation 10. Improvement 4.1 Understanding the organization and its context 5.1 Leadership and commitment 6.1 Actions to address risks and opportunities 7.1 Resources 8.1 Operational planning and control 9.1 Monitoring, measurement, analysis and evaluation 10.1 Nonconformity and corrective action 4.2 Understanding the needs and expectations of interested parties 5.2 Policy 6.2 Service management objectives and planning to achieve them 7.2 Competence 8.2 Service portfolio 9.2 Internal audit 10.2 Continual improvement 4.3 Determining the scope of the service management system 5.3 Organizational roles, responsibilities and authorities 6.3 Plan the service management system 7.3 Awareness 8.3 Relationship and agreement 9.3 Management review 4.4 Service management system 7.4 Communication 8.4 Supply and demand 9.4 Service reporting 7.5 Documented information 8.5 Service design, build and transition 7.6 Knowledge 8.6 Resolution and fulfilment 8.7 Service assurance 14 © Operational Excellence Consulting. All rights reserved.

  15. The PDCA Cycle is the Engine of Continuous Improvement A P D C Service Improvement A P D C Time 15 15 © Operational Excellence Consulting. All rights reserved. © Operational Excellence Consulting. All rights reserved.

  16. ISO/IEC 20000-1 Certification Process Conduct Internal Audit and Review Result by Top Management Implementation of SMS Selection of a Certification Body Confirmation of Registration Stage 2 Audit Stage 1 Audit Continual Improvement and Surveillance Audits 16 © Operational Excellence Consulting. All rights reserved.

  17. Audit Findings Major Non-conformity Minor Non-conformity Observation 17 © Operational Excellence Consulting. All rights reserved.

  18. How to Handle the Audit Session? ▪ Do not panic ▪ Ask and clarify ▪ Admit obvious non-conformities ▪ Offer evidence and explain patiently ▪ Take note of improvement areas highlighted by the auditor ▪ Show internal audit report, when necessary 18 © Operational Excellence Consulting. All rights reserved.

  19. Auditee’s Conduct ▪ Polite ▪ Professional ▪ Positive / Receptive ▪ Sincere ▪ Commitment ▪ Formal but not overly serious 19 © Operational Excellence Consulting. All rights reserved.

  20. Interacting with Auditors ▪ Be honest and open ▪ Recognize they may be experts ▪ Realize they may not be subject matter experts ▪ Understand the purpose of the meeting and review related records prior to interviews ▪ Turn mobile phones to silent mode 20 © Operational Excellence Consulting. All rights reserved.

  21. Interacting with Auditors ▪ Assume auditors are familiar with your organization’s SMS ▪ Challenge auditors ▪ Show more competence in ISO/IEC 20000-1 ▪ Argue internally ▪ Express unfairness ▪ Ask for solution ▪ Fix non-conformities on the spot 21 © Operational Excellence Consulting. All rights reserved.

  22. About Operational Excellence Consulting C:\Users\Allan BigMac\Documents\000 OEC\Logo\The Logo Company\FINAL\OperationalExD24aR02bP01ZL\TRANSPARENT.png ▪ Operational Excellence Consulting is a management training and consulting firm that assists organizations in improving business performance and effectiveness. ▪ The firm’s mission is to create business value for organizations through innovative operational excellence management training and consulting solutions. ▪ OEC takes a unique “beyond the tools” approach to enable clients develop internal capabilities and cultural transformation to achieve sustainable world-class excellence and competitive advantage. For more information, please visit www.oeconsulting.com.sg 22 © Operational Excellence Consulting. All rights reserved.

  23. TRANSPARENT.png Operational Excellence Consulting is a management training and consulting firm that assists organizations in improving business performance and effectiveness. Based in Singapore, the firm’s mission is to create business value for organizations through innovative design and operational excellence management training and consulting solutions. For more information, please visit www.oeconsulting.com.sg 23 © Operational Excellence Consulting. All rights reserved.

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