Copyright The Art of Service?Brisbane, Australia?Email:[email protected] Web: http://theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 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. I believe there are many quality standards available.
How do they compare and overlap? There are many quality standards, frameworks and methods available and being unsure which one to examine or implement is understandable.
You may have heard of MOF, CoBIT, CMM, TickIT, ISO 9000, ISO27001, EFQM, Six Sigma, Balanced Scorecard and Sarbannes-Oxley.
Most are not standards in the strict sense, but simply tools to help organizations operate more efficiently and effectively.
It is important to understand the scope and purpose of each one, and then to match this to what you are trying to achieve in your 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. 126 Copyright The Art of Service?Brisbane, Australia?Email:[email protected] Web: http://theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 ? MOF, for instance, a branded product, openly states that it utilizes ITIL principles, but also concentrates on the use of Microsoft® 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. ? ? ? ? Most quality systems, by their very nature, will overlap with each other.
The most common overlap will be in the areas of quality management, training, documentation audit and conformance.
A significant point in the adoption of or conversion to another standard is to avoid discarding any process, procedure or documentation without serious examination.
In what ways will ISO/IEC 20000 help me? As well as the potential external marketing and commercial benefits, it provides a recognized and tried and tested management system which allows an IT service organization to plan, manage, deliver, monitor, report, review and improve its services.
It not only looks at operational aspects but also focuses on the business controls covering associated risks, finances, resources and capabilities, providing a proper infrastructure to enable a traditional Plan, Do, Check, Act (PDCA) cycle to be implemented and managed. 127 Copyright The Art of Service?Brisbane, Australia?Email:[email protected] Web: http://theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 Our IT is distributed around the US and overseas.
Can sites be certified separately? The scoping statement will be agreed with the Registered Certification Body carrying out the assessment and may restrict the scope of the audit and certification to certain services, geographies, locations etc.
It is not mandatory for all of an organization to be certified.
This makes it essential for customers seeking an organization which is ISO/IEC 20000 certified to ask to see the scoping statement to ensure the services they require are actually covered.
We do not have all the processes in place.
Can we become part-certified? The simple answer is no.
All of the ISO/IEC 20000 requirements have to be in place at an appropriate level.
It is not permitted to exclude parts of the standard by, for example, declining to carry out one or more of the processes.
Some processes may be outsourced, but they must be performed and the organization being audited must demonstrate effective management control of those processes, including the interfaces with other, internal service management processes.
What Are the Benefits of ISO/IEC 20000 Certification? Primarily, the organization will become more competitive, reducing the risk, cost and time to market new products and services, whilst improving value for money and service quality.
They will be able to manage suppliers more effectively.
Service providers will become more responsive, with services which are business-led rather than technology-driven.
Your IT service is more likely be chosen, or renewed over that of a competitor that does not demonstrate ISO/IEC 20000 certification, providing both a competitive edge and demonstrating a 128 Copyright The Art of Service?Brisbane, Australia?Email:[email protected] Web: http://theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 visible commitment to managing the provision of IT services.
It will provide enablers to visibly support the business strategy, with opportunities to improve the efficiency of services in all areas, impacting on costs and service.
An operational benefit is to clearly demonstrate service reliability and consistency, which in any environment is critical to business survival and potential growth.
Certification audits are continual and should be treated as a mechanism for educating and raising awareness of employees.
Certification can also reduce the amount of supplier audits, thereby reducing costs.
Finally, the use of qualified and independent auditors can be used as a benchmark.
What are the origins of ISO/IEC 20000? ISO/IEC 20000 was adopted as an international standard from the original British Standard (BS 15000).
There were minor changes during the internationalization, mainly to do with formatting and clarity.
There were few substantive changes to requirements.
The edition of BS15000 (BS 15000-1:2002 and BS 15000-2:2003) that was submitted to ISO was actually the second edition and replaced an earlier version released in 2000 called BS15000:2000.
The second edition came about as a result of experience and feedback from early adopters of the 2000 edition.
The original standard was based on a Code of Practice for IT Service Management – DISC PD 0005:1998.
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 129 Copyright The Art of Service?Brisbane, Australia?Email:[email protected] Web: http://theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055
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