The ISO IEC 20000 family Lynda Cooper Co-author ISO

The ISO/IEC 20000 family Lynda Cooper Co-author ISO 20000 Project editor ISO 20000 part 1 Principal UK Expert to ISO group ITIL Expert

©Service 20000 Agenda The past p The present p The future p Relationships to other standards and frameworks p The journey to Certification p Qualifications p

©Service 20000 ISO 20000 – The Past 1995/1998 - A code of practice for Service Management p BS 15000: 2000 - Specification for Service Management p PD 0015: 2000 IT Service Management: Self -assessment Workbook p 2000 – 2002 Early adopters trials p BS 15000 -1: 2002 p ITSMF Certification scheme - Nov 2003 p ISO/IEC 20000 Parts 1 and 2 – Dec 2005 p

ISO 20000 The present

©Service 20000 IT Service Management Framework Or other guidance With acknowledgement of BSI, OGC and ITSMF

ISO 20000 Process Model ©Service 20000

ISO 20000 The Future

©Service 20000 The ISO 20000 series p Part 1 revised – 2011 n n p Part 2 revised – 2012 n n n p n p Intent Concept Explanation of requirements Documents and records Authorities and responsibilities Interfaces Part 3 – applicability and scope – 2009 n p Closer alignment to ISO 9001 Closer alignment to ITIL version 3 Design of services introduced Other improvements from user feedback Replaces ITSMF guidelines on scoping To be built into certification scheme Part 5 - Exemplar implementation plan – 2010 Maturity model n PRM - Part 4 and PAM - Part 8 – 2011

©Service 20000 Revised process diagram Service Management System Customers (and other Interested parties ) Plan SMS general requirements Management responsibility Governance of processes operated by other parties Plan, operate, monitor and improve service management Documentation management Resource management Design, development and transition of new or changed services Requirements Do Service delivery processes Capacity management Service level management Service continuity & availability management Service reporting Control processes Information security management Budgeting & accounting for services Configuration management Change management Release and deployment management Resolution processes Relationship processes Incident management & request fulfilment Business relationship management Problem management Supplier management Check Services Act

©Service 20000 Related initiatives at ISO level Study group into governance of IT service providers p Study group, initiated by India, into standards/guidelines required by IT enabled BPO p Guidelines to implementing ISO 20000 and ISO 27001 together p ISO 20000 to be mapped to ITIL, COBIT and other ISO related standards p

©Service 20000 Applying ITSM to business services Delivery: Business processes IT processes Service Management Framework Functional Governance Framework

ISO 20000 The journey to Certification

Preparing for ISO 20000 ©Service 20000

©Service 20000 Applicability and Scope p Supplier A Service Provider Supplier B (Lead Supplier) Scope can be determined by: n Customer n n Scope of ISO 20000 n n p Supplier Service Location Customer Technology Organisational unit Service provider must have management control of all processes – even if some activities are outsourced

©Service 20000 How long will it take? p For a company who has not yet implemented ITIL n p For a company who has implemented ITIL well n p Approx. 2 years Approx. 9 months Remember that once the processes are designed and documented, they need to be rolled out and run for about 3 months before being audited to prove compliance

©Service 20000 The Benefits of ISO 20000 Certification p p p Improved quality of service Increased business and customer confidence Improved reputation, consistency and interoperability Continuous improvement assured Optimised and controlled costs Management and staff understand their business, roles and processes better p p p Demonstrate superiority over competitors Ability to meet requirements for bids Easier to justify or combat outsourcing Enforces move from “should” to “shall” Impartial and external audit Certification recognised internationally

©Service 20000 Current ISO 20000 Market p ITSMF scheme – launched 2003 n n n p 484 certified organisations China 83, Japan 71, UK 45, India 44, China 41, South Korea 32, Germany 29, USA 24 and many others from every continent Slovakia 2 Czech Republic 16 Austria 10 Other schemes? ?

ISO 20000 Relationship to other standards and frameworks

©Service 20000 Standards ISO 20000 can be achieved with ISO 9000 or stand alone. Doing the right processes right ISO 20000 ISO 27001 ISO 9001: 2000 Doing the management and generic processes right

©Service 20000 IT Governance related benefits p ISO 20000 supports n n n COBIT ISO 27001 BS 25999 Management system, processes, roles, auditable p Control p

ISO 20000 Qualifications

©Service 20000 Qualifications ISO 20000 consultant (ITSMF) p ISO 20000 auditor (ITSMF) p ISO 20000 Foundation (ISEB) p ISO 2000 Foundation, Professional and Advanced level (EXIN) p p Many training providers offer nonaccredited courses including awareness, planning to implement ISO 20000 etc

©Service 20000 References p ISO/IEC 20000 n n p ISO 20000 books and pocket guides n p p p www. bsi-global. com ITSMF Certification scheme n p www. itsmf. com BSI: Achieving ISO 20000 series BSI: A managers guide to service management BSI: Self assessment workbook n p www. iso. org www. bsi-global. com www. isoiec 20000 certification. com BSI: The new ISO 20000 Part 1 edition, differences from 2005 edition – to be published in early 2011

©Service 20000 Questions Lynda Cooper Service 20000 lynda. cooper@service 20000. com www. service 20000. com +44 (0)7841 800432