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3.1.1††††† ITILÆ. 17

— Arial’>This is a relatively new standard; however it is widely expected to have a significant impact on the future of IT service management.

This is due to the following reasons:


  • ISO/IEC 20000 supports established methods EG ITILÆ, CobiT and Six Sigma.
  • IT Service Management certification is increasingly in demand.
  • The standard itself undergoes review to ensure it meets current expectations.
  • ISO/IEC 20000 is an internationally recognized scheme and will inevitably act as a driver for organizations to differentiate themselves in the market.


— style=’font:7.0pt “Times New Roman”‘>      Associated Frameworks


There are several sources of practical guidance to ITSM.

Among them are standards like ISO/IEC 20000 and maturity models such as CMMi, but there are many other useful standards, best practices and frameworks available, such as ITILÆ and governance frameworks such as CobiTÆ.


3.1.1     ITILÆ


ITILÆ stands for the Information Technology Infrastructure Library.

The core publications of the ITILÆ Version 3 framework consist of Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.

Each provides the guidance necessary for an integrated approach, and addresses capabilities having direct impact on a service providerís performance.The structure of the core is in the form of a lifecycle.It is both iterative and multidimensional.It ensures organizations are set up to leverage capabilities in one area for learning and improvements in others.The core is expected to provide structure, stability and strength to service management capabilities with durable principles, methods and tools.This serves to protect investments and provide the necessary basis for measurement, learning and improvement.


As The Art of Service is an ITILÆ education and certification provider, some of the concepts in this book will be based on the ITILÆ framework, however it is important to note that, while the framework provides useful guidance toward certification, ITILÆ it is not a requirement of the ISO/IEC 20000 standard.



There is often confusion about the differences between ITILÆ and ISO/IEC 20000.

Below is a brief summary of some of these differences:


ISO†† 1, 4, 6, 20-1, 26-34, 37-9, 41, 43, 45-6, 57, 120, 123-6, 128, 137, 139

IT Service Management (ITSM)†† 1, 4, 6-12, 16, 25, 45, 57, 119-23, 126, 128-30, 139

ITIL4, 10, 16-18, 27, 32, 47, 62, 64, 124, 126, 128-30, 139

itSMF†† 119, 123, 128, 130, 139




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ISO/IEC 20000


The CobiT framework provides a uniform structure to understand, implement and evaluate IT capabilities, performance and risks, with the primary goal of satisfying business requirements.

The current version of CobiT, edition 4.1, includes 34 High Level Control Objectives, 13 of which are grouped under the ëdeliver and support domainí, which maps closely to ITILÆís Service Operation phase.

CobiT is primarily aimed at auditors; so it has an emphasis on what should be audited and how, rather than including detailed guidance for those who are operating the processes that will be audited; but it has a lot of valid material which organizations may find useful.CobiT and ITILÆ are not competitive, nor are they mutually exclusive, but can be used in conjunction as part of an organizationís overall managerial and governance framework.


3.1.3     MoF


MoF is incorporated within the Microsoft Enterprise Service Model that enables an organization to meet changing business demands and rapid technological change.

Microsoft Enterprise Services provide innovative solutions built on proven practices for people, processes and technology for each stage of the IT lifecycle including planning, preparing, building and operating.

MoFís prescriptive guidance in operating Microsoft technologies compliments ITILÆís descriptive guidance and each are based on industry best practice.

MoF draws extensive IT experience from Microsoft, partners and customers.


3.1.4     Six Sigma


— Arial’>Engage your assessor early

  • Map organization and processes to ISO 20000
  • Plan to fill gaps
  • Identify who needs to know what
  • Get process owners allocated and briefed
  • ISO 20000 and ITIL Foundation
  • Assessors and Implementers ñ train as ISO 20000 consultants
  • Common repository
  • Assessment ñ How comfortable are people with assessment.

    If there are effective processes in place that meet ISO 20000 then stick with them. Continual improvement will follow.

    Firstly, appoint a project manager ñ as with any project it is important to a single individual to take responsibility.

    Use existing quality functions and integrate with ISO 9000.

    Engage with your —


    7.1     Myths of ISO 20000

    • I need to know all about ITIL to get ISO 20000
    • Getting the ISO 20000 Certificate is the end game
    • My organization will have to start from scratch.



    You can obtain ISO 20000 without knowing anything about ITIL.

    However, this would be a missed opportunity.



    No, getting the ISO 20000 certificate is just a stop on the service improvement journey driven by ISO 20000 requirements.



    Certainly not, your organization is probably doing a lot of what ISO 20000 requires.

    The processes need to be implemented into your current environment, not the other way around.

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    • Common approach to service management
    • By product of process and service improvement
    • Needed to recognize industry best practice
    • ITIL increasingly recognized internationally
    • Accredited assessment scheme
    • Marketplace demand increasing
    • Market advantage.


    Other examples of benefits ISO 20000 can bring relate to specific issues experienced by organizations worldwide EG:

      — “>


      ISO does not define the term ëprocedureí but does require ëdocumented and maintained procedures for each process or set of proceduresí.

      The ITILÆ version 3 glossary definition of a procedure is:

      A procedure is a document containing steps that specify how to achieve an activity.

      Procedures are defined as part or processes.


      So when describing the processes, the procedures should also be described.


        The examples given in Tables 1-6 are used by real service providers, and are tuned to their needs and environments.They are included to illustrate the use of responsibility matrices and are not generic, nor are they models for another service provider to adopt.


        Specific examples of responsibility matrices are also available in best practice material, such as that found in ITILÆ.


        The examples included are samples from the service level management and service reporting processes.

        The service review is used to describe the customerís future business plans and needs and the current operational service.Each entry could be broken down further to more detail in a logical hierarchy, to map onto a procedure or even to clarify responsibilities at work instruction level.


        Matrices such as these will help a service provider meet the ISO/IEC 20000 requirements for — that all approved actions are delivered and that they achieve their intended objectives.


      An example may be that the ITILÆ phase of Continual Service Improvement identifies, via measurement and metrics, that a change is needed to the Incident Management process.

      Details will be compiled in a Request for Change (RFC) and coordinated and authorized through Change Management.

      Release and Deployment Management will test and prepare the release for the live environment and provide advice, guidance and support to the

      Service Operation phase, as they will deal directly with the customer.



    All plans for implementation are to consider adequate funding and resources to make the changes needed for service delivery and management.

    For example, the Change Management process of ITILÆ considers the business, technology and financial criteria before approving or rejecting a change.


    The service provider must accept any new or changed service before implementation into the live environment occurs, and is to report on the outcomes achieved.

    A post implementation review comparing actual outcomes against those planned is to be performed through the change management process.

    — both certifications to be assessed together.


    Which other frameworks can be used with ISO 20000?


    Whilst ITIL is the most common and most closely aligned, it is by no means mandatory to use it. Other potential frameworks/methods include MOF, COBIT and Six Sigma.


    As a business seeking ISO/IEC 20000 certification, what external help is available?


    There are a number of organizations that have qualified consultants who can advise on the appropriate course of action required.

    In addition, many RCBs will offer pre-audit evaluations to help the organization understand its current status.

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    As an ITIL Service Management Consultant with an interest in ISO/IEC 20000, how can I help my clients?


    Your consultants should become qualified in ISO/IEC 20000.


    — organization.


    • ISO/IEC 20000 is unique in that it mirrors ITIL Service Management principles. ISO/IEC 20000 will be readily understood by anyone with ITIL qualifications.


    • MOF, for instance, a branded product, openly states that it utilizes ITIL principles, but also concentrates on the use of MicrosoftÆ products in its implementation.


    • TickIT works in conjunction with ISO 9000 and focuses on application development and project management.


    • CoBIT focuses on corporate governance and can be used with ITIL.


    • Six Sigma is a process improvement tool but is not specific to ITSM and can be used with ITIL.


    • CMM is a maturity measure for primarily application development and project management processes.


    The technical panel which produced BS15000 included representation from the British Computer Society (BCS), the Office of Government Commerce (OGC) and the IT Service Management Forum (itSMF) as well as from IT organizations and technical experts.


    BS 15000 was aligned with ITIL, best practice guidance and advice

    first published by the UK government in the 1980s.

    Today, ITIL is the globally accepted ëde factoí standard for best practice processes in ITSM.


    ITIL was a major contributor to the development of ISO/IEC 20000, in that its major processes have been adopted entirely, and augmented by a few key management processes.



    What is ITIL?


    ITIL provides ëprovení best practices in IT Service Management (ITSM), derived from public and private sector experts world-wide.

    Currently, the core publications in ITIL are Service Support; Service Delivery; ICT Infrastructure Management; Application Management; Security Management; Planning to Implement Service Management; and The Business Perspective (of ITSM).

    The processes defined in these publications also formed the core processes in BS 15000 (and hence ISO/IEC 20000)



    Isnít ITIL Best Practice?


    Yes it is.

    ISO/IEC 20000 incorporates all the ITIL Service Support and Service Delivery processes but goes further by separating out Service Reporting and introducing three new processes covering Business Relationship Management, Supplier Management and Information Security Management.

    Additionally there are three management system processes.


    ITIL is best practice guidance but it is not possible to be accredited as a company against ITIL.

    The standard is a specification which provides the company level accreditation to demonstrate the consistent use of best practice.


    ISO/IEC 20000 does not mandate the use of ITIL.

    However, demonstrating best practice in IT Service Management is of course far easier if it is underpinned by the use of ITIL.



    Will ISO/IEC 20000 be readily understood by anyone with ITIL qualifications?


    ISO/IEC 20000 and ITIL share common terminology so the short answer is yes.

    Remember that conformance is also based on demonstrating appropriate training and skills to deliver the services being accredited so ITIL training should form a significant part of your Best Practice program.



    What is the benefit of the logo?


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    Information Technology


    Information Technology Infrastructure Library