Topic: Proposal for a New IT Service Department (Appendix) Module: Industrial Expertise at Sheffield Hallam Date: Feb 2012 Mark: 70%

2. APPENDIX

3. PROBLEM ANALYSIS
(ASSUMPTION)

4. Problem Analysis (Assumptions)
Analysis by Fishbone Diagram MACHINE MATERAL
Lack of effective Preventive
Less IT Knowledge Base
Maintenance No break-down recording
& Root cause analysis
Long time Breakdown
Lost of confidential data Low quality of recording
problem
No good IT Software to Support Information is inadequate to find
out the root cause of problems
Problem:
Low quality of IT
services
Effect: Steal confidential data
• Damage business Less service mind No priority to provide IT services
• Damage core Less potential skills
business activities
Not proactive support Difficult to contact
(No single point of contact)
Turn Over of
Staffs
No Service Measurement
Unprofessional
Recurrent Problem
Spend long time to support
If they are also your Don’t understand Lack of effective
problems business needs Training MAN METHOD
These problems can be solved by Global IT management framework called “ITIL (IT infrastructure Library)”
Adopted from http://www.isixsigma.com/tools-templates/cause-effect/cause-and-effect-aka-fishbone-diagram/
Using the 6-sima tool (Fishbone-diagram) to analysis cause and effect

5. Problem Summary (Assumption)
MAIN PROBLEMS
MACHINE MATERIAL
1. Long-time Breakdown 1. Loss confidential data
2. No effective IT software to 2. Less IT Knowledge base
support METHOD
MAN 1. Difficult to contact
1. Unprofessional 2. Recurrent Problem
2. Less service mind 3. No Service Measurement
SOLVE BY IMPLEMENT ITIL (IT infrastructure Library)
ITIL is global best practices for IT Service Management

6. PART 1.1
HOW THE IT DEPARTMENT
SHOULD BE ORGANIZED AND MANAGED

7. 1.1) How IT is organized and managed end
Organizing and managing IT Dept. following ITIL
What & Why ITIL? ITIL Framework
What is ITIL ?
1. ITIL is the most widely adopted approach for IT
Service Management in the world.
2. It provides a practical framework for identifying,
planning, delivering and supporting IT services to the
business.
Why use ITIL ?
1. It provides guidance to organizations on how to use
IT as a tool to facilitate business change,
transformation and growth
2. It can solve all of the problems we had analyzed.
3. It can ensure professionalism in IT service mgt.
How to Manage & Organize ? Some Benefits
1. Design IT organization following ITIL 1. Improved IT services
Framework
2. Reduced costs
2. Provide a single point of contact for users 3. Improved customer satisfaction through a
called “Service Desk” more professional approach to service delivery
4. Improved productivity
3. Separate IT department into 2 main functions:
Service Support & Service Delivery 5. Improved use of skills and experience
6. Improved delivery of third party service
Adopted from APM GROUP (No Date). What is ITIL? [online]. Last accessed 11 February 2012 at: http://www.itil-officialsite.com/AboutITIL/WhatisITIL.aspx

8. 1.1) How IT is organized and managed
PROPOSED IT DEPT.
IT DIRECTOR IT Dept. will be
organized follow ITIL
ORGANIZATIOIN CHART IT MANAGER framework
SERVICE APPLICATION SERVICE SERVICE
INCIDENT PROBLEM CHANGE CONFIG. CAPACITY AVAILABILIT FINANCIAL
DESK & RELEASE LEVEL CONTINUITY
MANAGER MANAGER MANAGER MANAGER MANAGER Y MANAGER MANAGER
MANAGER MANAGER MANAGER MANAGER
SERVICE
DESK TEAM
LEADER SERVICE SERVICE
PROBLEM CHANGE RELEASE CONFIG. CAPACITY AVAIL. FINANCIAL
LEVEL CONT.
ANALYST INITIATOR ANALYST ANALYST ANALYST ANALYST ANALYST
ANALYST ANALYST
CHANGE SERVICE SERVICE
SERVICE PROBLEM SYSTEM CONFIG. CAPACITY AVAIL. FINANCIAL
INCIDENT PRACTITI LEVEL CONT.
DESK ANALYST ANALYST ANALYST ANALYST ANALYST ANALYST
ANALYST ONOR ANALYST ANALYST
ANALYST
SERVICE OPERATION
INCIDENT DEVELOPER (SYSTEM)
DESK
ANALYST MANAGER
ANALYST
APLLICATION IT OPERATION SECURITY
SUPPORT ANALYST
Some managers ANALYST
CONTRACT
can support more than Legend
DATABASE
SERVICE DESK
ANALYST one function to reduce APPLICATION
CONSULTANT ADMIN.
DATABASE
ADMIN
human resource and INTERNAL STAFF
CONTRACT
SERVICE DESK increase communication DATABASE SYSTEM
ANALYST DEVELOPER
flexibility. CONSULTANT ADMIN
EXTERNAL CONTRACTED
AGENCY STAFF
The number of managers and employee in each positions
will be assigned later in manpower analysis phase.

9. PART 1.2
HOW TO ENSURE THE DEPARTMENT
OPERATES TO AN APPROPRIATE LEVEL
OF IT PROFESSIONALISM

10. 1.2) How to ensure professionalism
Improving and Controlling IT service standard by ITIL & ISO20000
ISO20000
ISO 20000 is the international
standard for IT Service management
based on ITIL
ITIL & ISO20000
ITIL ISO 20000
Continuous IT service quality control and consolidation Best Practices for Standard for
IT Service Management IT Service Management
P: Plan (Project Plan)
D: Do (Project) Certification for IT People Certification for Organization
C: Check (Audit)
A: Act (New Action)
How ensure Professionalism?
Maturity Level
Business IT
Alignment
A P • Service Fundamental shift to pro-active rather
ITIL
than re-active processes
C D Effective quality • By requiring ownership and responsibility at all IT
improvement levels, it creates a progressive ethos and culture
• Provides a benchmark type comparison with best
Consolidate of the level reached practices (Improve Standard of service)
(ISO2000 Standard)
• Enhanced reputation and perception

11. PART 2.1
RANGE OF IT SERVICES

12. 2.1) Range of IT services
No Service Service Description SERVICE SUPPORT
Provide single point of contact between Provide Service Service
1 Service Desk
customers, end-users and IT providers Desk
Single point of contact End-user / Customer
2 Incident Management Ensure IT services are restored as quickly as possible
3 Problem Management Determine the root cause of disruptions
Service Support
4 Change Management Ensure IT service component changes meet business needs Provide all IT support services
Version Control, grouping changes, plan & test to protect to customers & end-users
5 Release Management
live IT environment with a single point of contact
Database of IT component and relationships to provide
6
Configuration
accurate information
(Day-to-day operation)
Management
to support other Service Management processes
No Service Service Description SERVICE DELIVERY
Ensure the service targets are documented and
Service Level agreed in Service Level Agreements (SLAs)
7 On behalf of
Management and monitors and reviews the actual service levels achieved
against their SLA target. Business
8 Financial Management Accounting, Budgeting and Charging Service Delivery
9 Capacity Management Ensure IT resources are available as needed To ensure that IT services
10
Availability
Ensure the Availability, Reliability, Security are delivered
Management
following business needs
11 IT Service Continuity Ensure minimum service provision during disaster
(Focus long-term)
Adopted from THAI MEDICAL INFORMATION INFORMATICS ASSOCIATION (2002). IT Infrastructure Library (ITIL). [online]. Last accessed 11 February 2012 at:
http://www.tmi.or.th/index.php?option=com_content&view=article&id=282&catid=27:it-infrastructure&Itemid=49

13. 2.1) Range of IT services
SUPPORT USERS BY SERVICE DESK & SERVICE SUPPORT
Single point of contact
e.g. Incidents
& Problems
Not only solve problem but
put more strategic work
such as
1. Needs Assessments
2. End-User Testing
3. Training
Change, release and
Results: configuration
1. Increase customer management are
satisfaction proactive response that
2. Professionalism can Reduce impact of
change and improve
service quality for
business
All data is collected into database for
problem analysis & knowledge base
Adopted from VISUAL TRANSLATION (No Date). The ITIL library teaches how a service desk works. [online]. Last accessed 11 February 2012 at: http://visualtranslations.com/training_ITIL.html

14. 2.1) Range of IT services
MANAGE IT SERVICE REQUESTS
Several ways to support
Monitoring Incidents
Reduce lost of service
requests
Reduce time to recovery
Increase satisfaction
Classify all problems in terms of
impacts, urgency and priorities:
• Reduce business impact
• Increase satisfaction
Adopted from VISUAL TRANSLATION (No Date). The ITIL library teaches how a service desk works. [online]. Last accessed 11 February 2012 at: http://visualtranslations.com/training_ITIL.html

15. 2.1) Range of IT services
6 Steps for developing software which are
supported by:
1. Change management SOFTWARE DEVELOPMENT
2. Release Management
3. Configuration Management
Change management responses for
Analysis & Design software then
submit functional requirements to
release management.
Release team develop software and it
is also tested by user (User
acceptance test : UAT)
Adopted from VISUAL TRANSLATION (No Date). The ITIL library teaches how a service desk works. [online]. Last accessed 11 February 2012 at: http://visualtranslations.com/training_ITIL.html

16. RESPONSIBILITIES
FOR EACH OPERATION

17. RESPONSIBILITIES FOR EACH OPERATION
1. Service Desk
S 3. Problem Management
1. Problem Control
Most of the activities carried out by the Service Desk fall under the
responsibility of one of the IT Service Management processes. The role
and responsibilities of the Service Desk will depend upon the
E • Problem identification and recording
arrangements that the organization has put in place. Among the tasks
commonly assigned to the Service Desk are:
R • Problem classification
• Problem investigation and diagnosis
V 2. Error control
1. Receive and record all calls from User; deal directly with simple
requests and complaints. I • Error identification and recording
• Error assessment
2. Provide initial assessment of all incidents; make first attempt at
incident resolution and/or refer to 2nd line support.
C • Recording error resolution
3. Monitor and escalate all incidents according to agreed service levels. E • Error closure
4. Keep users informed on status and progress • Monitoring resolution progress
3. Assistance with the handling of major Incidents
4. Proactive prevention of Problems
S • Trend analysis
2. Incident Management • Target supporting action
1. Incident detection and recording U • Providing information to the organization
2. Classification of all Incidents and initial support P 5. Obtaining management information from Problem data
3. Investigation and diagnosis 6. Completing major Problem reviews
4. Resolution and recovery
P
5. Incident closure O
6. Incident ownership, monitoring, tracking and communication
R
T
Source from: RUDD, Colin (2005), IT Service Management: A companion to the IT INFRASTRUCTURE LIBRARY, itSMF Ltd, United Kingdom

18. RESPONSIBILITIES FOR EACH OPERATION
4. Configuration Management
There are five basic activities of Configuration Management
1. Planning: 5. Change Management
The configuration Management plan should cover the next three to six
S Change Management is responsible for controlling Change to all CIs
months in detail and the following twelve months in outlines. It should (Configuration Item) within the live environment. It is not responsible for
be reviewed at least twice a year and will include: E change within ongoing projects, which are controlled by the project
change process. However, close liaison between development project
• Strategy, policy, scope, objectives, roles and responsibilities
R managers and the Change Manager is expected Change Management
• Configuration Management processes, activities, and procedures would typically comprise:
• CMDB, relationships with other processes and third parties
V 1. Raising and recording Changes
• Tools and other resource requirements. I 2. Assessing the impact, cost, benefit, and risk of proposed Changes
2. Identification: 3. Developing business justification and obtaining approval
the selection, identification, and labeling of all Configuration Item (CIs).
C 4. Managing and coordinating Change implementation
It covers recording information about CIs, including
ownership, relationships, versions, and identifiers. CIs should be
E 5. Monitoring and reporting on the implementation
recorded at a level of detail justified by the business need – typically to 6. Review and closing Requests for Change (RFCs)
the level of “independent change”.
3. Control:
Assurance that only authorized and identifiable CIs are accepted and
recorded from receipt to disposal. It ensures that no CI is
added, modified, replaced, or removed without appropriate controlling
S 6. Release Management
1. Planning and overseeing the successful roll-out of new and changed
document, e.g. approved RFC, updated specification. All CIs will be
under Change Management control.
U software and associated hardware and documentation
2. Liaison with Change Management to agree the exact content and
4. Status Accounting: P roll-out plan for the release
The reporting of all current and historical data concerned with each CI
throughout its life-cycle. It enables changes to CIs and tracking of their P 3. Ensuring that all items being rolled out or changed are secure and
traceable via the CMDB (Change management database)
records through various statuses, e.g. ordered, received, under
test, live, under repair, withdrawn, or for disposal. O 4. Managing Customers and Users expectations of Release and roll-
outs.
5. Verification and Audit:
R
A series of reviews and audits that verifies the physical existence of
CIs, and checks that they are correctly recorded in the CMDB. It includes
the process of verifying Release and Configuration documentation before
T
changes are made to the live environment.
Source from: RUDD, Colin (2005), IT Service Management: A companion to the IT INFRASTRUCTURE LIBRARY, itSMF Ltd, United Kingdom

19. RESPONSIBILITIES FOR EACH OPERATION
7. Service Level Management
1. Negotiating and agreeing service requirements and expected service
S 9. IT Service Continuity Management
2.
characteristics with the Customer
Measuring and report of
E 1. The available IT Service Continuity options must be understood and
the most appropriate solution chosen in support of the business
• Service Levels actually being achieved against target R requirements
2. Roles and responsibilities need to be identified, and endorsed and
• Resource required
V communicated from a senior level to ensure respect and
• Cost of service provision commitment for the process
3. Continuously improving service levels in line with business processed
I 3. IT recovery plans and Business Continuity Plans should be aligned
and regularly reviewed, revised and tested
4.
with a Service Improvement Program (SIP)
Co-coordinating other Service Management and support functions
C
including third party suppliers
E
5. Reviewing SLAs to meet changed business needs or resolving major
service issues
6. Producing, reviewing and maintaining the Service Catalogue
8. Financial Management for IT services D
1. Enable the organization to account fully for the spend on IT services
and to attribute these costs to the services delivered to the
E
2.
organization’s Customers
Assist management decision on IT investment by supporting
L
detailed business cases for Changes to IT services.
I
3. Control and manage the overall IT budget and enable the fair and
equitable recovery of costs (by charging) for the provision of IT
services.
V
E
R
Y
Source from: RUDD, Colin (2005), IT Service Management: A companion to the IT INFRASTRUCTURE LIBRARY, itSMF Ltd, United Kingdom

20. RESPONSIBILITIES FOR EACH OPERATION
10. Capacity Management
There are three principal areas of responsibility:
S 11. IT Service Continuity Management
1. Business Capacity Management (BCM): E 1. The available IT Service Continuity options must be understood and
the most appropriate solution chosen in support of the business
It is responsible for ensuring that the future business requirements for
IT services are considered, planned and implemented in a timely fashion. R 2.
requirements
Roles and responsibilities need to be identified, and endorsed and
These future requirements will come from business plans outlining new
services, improvements and growth in existing services, development V communicated from a senior level to ensure respect and
commitment for the process
plans, etc. This requires knowledge of: 3. IT recovery plans and Business Continuity Plans should be aligned,
• Existing service levels and SLAs I and regularly reviewed, revised and tested.
•
•
Future service levels and SLRs
The Business Plan and Capacity Plan
C
• Modeling techniques (Analytical, Simulation, Trending, and
Base-lining)
E
• Application sizing methods
2. Service Capacity Management (SCM):
Focus on managing the performance of the IT services provided to the
Customers, and is responsible for monitoring and measuring services, as
detailed in SLAs and collecting, recording, analyzing and reporting on D
data. This requires knowledge of:
• Service levels and SLAs
E
• Systems, networks, and service throughput and
performance
L
• Monitoring, measurement, analysis, tuning and demand
management
I
3. Resource Capacity Management (RCM): V
Focuses on management of the components of the IT infrastructure and
ensuring that all finite resources within the IT infrastructure are E
monitored and measured, and collected data is recorded, analyzed and
reported. This requires knowledge of: R
• The current technology and its utilization
• Future or alternative technologies Y
• The resilience of systems and services
Source from: RUDD, Colin (2005), IT Service Management: A companion to the IT INFRASTRUCTURE LIBRARY, itSMF Ltd, United Kingdom

21. PART 2.2
CONCEPT OF DIRECT AND
CONTRACTED STAFF

22. 2.2) Concept of Direct and Contracted Staff
List of Contracted Staff
No Function Operation Main Responsibilities
Service Desk Initial Support for end-users and receive and
1 Service Desk Analyst
(IT Service Support) record IT requests from users
Analyze, design and implement enterprise
2 Application Consultant Release Management application e.g. Enterprise Resource Planning
or Human Resource application
3 Developer Release Management Develop Software following business needs
Analyze, design and implement a custom
4 Database Consultant Release Management
database following business needs
5 Financial Manager Financial Management - Enable the organization to account fully for
spend on IT services
- Assist management decisions on IT
investment.
6 Financial Analyst Financial Management - Control and manage the overall IT budget.
LIST OF CONTRACTED STAFF

23. 2.2) Concept of Direct and Contracted Staff
SERVICE DESK ANALYST (CONTRACTED STAFF)
Virtual Service Desk (Service Desk Analyst) Benefits
Main Responsibilities: support customer via email, online
chat (support 24/7).
Reason: 1. Using geographical time-zone differences to extend
1. Enhance online support. 24/7 support.
2. It is expensive and impossible to hire direct staff in 2. Increase the efficiency and effectiveness of the
order to support 24/7. customers.
3. Fulfilling a service request quicker.
Offshore Service Desk (Service Desk Analyst) 4. Restoring business continuity and productivity.
5. Improve customer satisfaction.
Main Responsibilities: support customer in other time-
6. Workload capability.
zone (support 24/7) or other languages based on
7. Potentially fewer staff.
customers area (Call Center).
8. Centralized reports.
Reason:
1. Enhance support customer in different time-zones and
local languages.
2. It is expensive and impossible to hire direct staff in
order to support 24/7.

24. 2.2) Concept of Direct and Contracted Staff
APPLICATION CONSULTANT (CONTRACTED STAFF)
Main Responsibilities
1. Analyze, design and implement enterprise application
e.g. Enterprise Resource Planning or Human Resource
application.
2. To help businesses and organizations develop
technological systems and solutions.
REASONS
3. Let customers understand the business process, and
knows how to create tailored applications for it.
1. Enterprise software needs specialist to implement.
4. To run audit in order to help customers to define their
2. It is expensive to hire direct staff in order to implement
needs.
enterprise system only one time.
5. To install, and train others on the newest applications
3. To provide training to end users
in various fields.

25. 2.2) Concept of Direct and Contracted Staff
DATABASE CONSULTANT (CONTRACTED STAFF)
Main Responsibilities
1. Enter company analysis and found that customers'
requirements, help customers choose and develop
appropriate a database with large software.
2. Guide customers to the proper use
of the database software system
REASONS
3. Solve the problems of database systems, and timely
Reason:
communication with customers
1. Some database design needs specialist to reduce
software developing time, and ensure reliability and
4. Real-time to help clients answer a series of
performance.
questions in the database using
2. Some database problem e.g. slow response, needs
database consultant to check and improve its
performance.

26. 2.2) Concept of Direct and Contracted Staff
DEVELOPER
Main Responsibilities CONCEPT
1. Hire both direct and contracted staff
1. Develop particular software following business need
2. The number of developer is depended on the volume of
software requested.
2. Assist in the creation of the system design and
functional specifications for all new development 3. Some specific software e.g. mobile application can hire
projects contracted staff
3. Review, analyse and modify systems including coding, 4. To protect confidential information in
database, contracted developers are allowed to
testing, debugging and installing to support application implement software only a on test server. Then it will be
systems implemented on Production Server by direct staff

27. 2.2) Concept of Direct and Contracted Staff
FINANCIAL MANAGEMENT FOR IT SERVICE (Manager and Analyst)
Main Responsibilities Concept
1. Hire specialist from outsource or use in-house
1. Enable the organization to account fully for the 2. After establish IT department 1 year, IT director will
spend on IT services and to attribute these costs to consider this position again.
the services delivered to the organization’s Reasons
Customers In the beginning phase, IT department need professionals to
2. Assist management decision on IT investment by identify costs that charge to organization's Customers.
supporting detailed business cases for Changes to IT
services.
3. Control and manage the overall IT budget and
Benefits
enable the fair and equitable recovery of costs (by
charging) for the provision of IT services.
1. Increase speed to establish the new IT department.
2. Specialist from outsource can reduce IT budget and
manage cost effectively.
3. Minimize cost and human resource.

28. 2.2) Concept of Direct and Contracted Staff
Contracted Staff: Financial Management for IT services
(Manager and Analyst)
Main Responsibilities Concept
1. Hire specialist from outsource or use in-house
1. Enable the organization to account fully for the 2. After establish IT department 1 year, IT director will
spend on IT services and to attribute these costs to consider this position again.
the services delivered to the organization’s Reasons
Customers In the beginning phase, IT department need professionals to
2. Assist management decision on IT investment by identify costs that charge to organization's Customers.
supporting detailed business cases for Changes to IT
services.
3. Control and manage the overall IT budget and
Benefits
enable the fair and equitable recovery of costs (by
charging) for the provision of IT services.
1. Increase speed to establish the new IT department.
2. Specialist from outsource can reduce IT budget and
manage cost effectively.
3. Minimize cost and human resource.

29. PART 3
IMPLEMENTATION ROADMAP
FOR IT DEPARTMENT

30. 3. IMPLEMENTATION ROADMAP FOR IT DEPARTMENT
Project Approach
Phase 1 (M1-3) Phase 2 (M2) Phase 3 (M3) Phase 4 (M4-6) Phase 5 (M7-8)
Continuous Process Improvement Cycle
P
h
a Current Strategy Implementation
Initiative Setup (Re-)Design
s State Analysis Development & Measure
e
O How do we get How do we know we have
What is the vision? Where are we now? How will we get there?
to vision? succeeded?
u
t
c
o Process
Vision and business
m Assessments Measurable Targets Improvement or Measurements & Metrics
objectives
e Reengineering
Implementation Period 8 Months
Examples of activities in Phase 1 and 2
1) Initiative Setup 2) Current State Analysis / Assessment
1. Process assessment workshop
1. Business & IT Executive Interviews
2. Technology assessment workshop
2. Surveys & data gathering
3. Metrics assessment workshop
3. Initial training campaign
4. Roadmap development workshop
4. IT Service Management Vision Development
Adopted from NOURI ASSOCIATES (2006). ITIL The key to Management IT services. [online]. Last accessed on 11 February 2012 at: http://www.slideshare.net/fernando.palma/road-map-itil-implemetation

31. en
3. IMPLEMENTATION ROADMAP FOR IT DEPARTMENT d
Project Approach
Phase 1 (M1-3) Phase 2 (M4-6) Phase 3 (M7-9) Phase 4 (M10-12) Phase 5 (M13-16)
Service
Reporting IT Service
Service Capacity
Continuity
Catalog Management
Mgt.
Service Level Business
Management Relationships
Supplier
Problem Management
Incident
Manageme
Management
nt
Financial
Management
Asset
Management Release
Management
Change
Management
Configuration
Management
Phase 1 Phase 2 Phase 3 Phase 4 Phase 5
Implementation Period 16 Months
Adopted from FERMILAP COMPUTING SECTOR (2006). ITIL & ISO20000 Implementation Roadmap at Fermilab. [online]. Last accessed 11 February 2012 at: http://cd-docdb.fnal.gov/cgi-bin/ShowDocument?docid=3168

32. 4. BENEFITS OF IT GOVERNANCE OF IMPLEMENTATION
Reduce cost of operation and down-time.
1. Streamline service delivery and support
processes
2. Develop repeatable procedures
3. Reduce number of service incidents and
outages IT Governance will be basically applied
based on ITIL Framework and ISO20000
4. Plan for and ensure future capacity
Improve service quality and reduce errors
and failure
Improve Customer Satisfaction,
Business and IT alignment
1. Implement standards to do things right
the first time and reduce defects and
rework
1. Define clear services and services targets
2. Perform proactive analysis, prevention and
2. Accurately allocate and recover costs resolution
3. Improve IT/Business Alignment 3. Define clear services and services targets
4. Audit, manage and improve IT processes
Picture from http://itgovernance.com/00/index.php

33. ISO 20000

34. ISO 20000
"ISO/IEC 20000-1:2011 is a service management system
(SMS) standard. It specifies requirements for the service
provider to plan, establish, implement, operate, monitor,
review, maintain and improve an SMS. The requirements
include the design, transition, delivery and improvement
of services to fulfil agreed service requirements".
Adopted from ISO/IEC 20000-1:2011. [online]. Last accessed 10 February 2012 at: http://www.iso.org/iso/iso_catalogue/catalogue_tc/catalogue_detail.htm?csnumber=51986

35. Why ISO 20000 ?
 Since 2005, ISO 20000 expanded for IT service management
(ITSM) as a standard for IT services.
 For conformity with the standards
 Offers quality signal for customers
 For success of business processes we need high-quality IT
services
 "The ISO 20000 standard follows the demand to transfer
standardization as a principle of industrial production to the
provision of IT services (Disterer, 2009)"
 Is based on the ITIL reference model and the British standard
BS 15000 (Fig. 1).
Adopted from ISO 20000 for IT. [online]. Business & information systems engineering, 1(6), 463-467. Article from SpringerLink last accessed 7 February 2012 at:
http://www.springerlink.com.lcproxy.shu.ac.uk/content/x18117565gh30387/fulltext.pdf

36. Benefit of ISO20000 for your
organization
• It defines services better
• Progress in relationship with business
• Good influence on staff
• Increase in productivity
• Continuous productivity
• Visibility and control will be increased
• Reduce the loss of user productivity
• Gives credit to the quality of IT service
Adopted from Introduction to the ISO/IEC 20000 Standard. [online]. Last accessed 10 February 2012 at: http://www.youtube.com/watch?v=080aXDzHaAA&feature=related

37. DEVELOPMENT OF ISO20000
Picture from DISTERER, Georg (2009). ISO 20000 for IT, [online], Business & information systems engineering, 1(6), 463-467,
Last accessed: 7 February 2010, at: http://www.springerlink.com.lcproxy.shu.ac.uk/content/x18117565gh30387/fulltext.pdf

38. References
1. APM GROUP (No Date). What is ITIL? [online]. Last accessed 11 February 2012 at: http://www.itil-
officialsite.com/AboutITIL/WhatisITIL.aspx
2. DISTERER, Georg (2009). ISO 20000 for IT. [online]. Business & information systems engineering, 1(6), 463-467.
Article from SpringerLink last accessed 7 February 2012 at:
http://www.springerlink.com.lcproxy.shu.ac.uk/content/x18117565gh30387/fulltext.pdf
3. FERMILAP COMPUTING SECTOR (2006). ITIL & ISO20000 Implementation Roadmap at Fermilab. [online].
Last accessed 11 February 2012 at: http://cd-docdb.fnal.gov/cgi-bin/ShowDocument?docid=3168
4. HOLMES, Ken (2011). Introduction to the ISO/IEC 20000 Standard. [online]. Last accessed 10 February 2012 at:
http://www.youtube.com/watch?v=080aXDzHaAA&feature=related
5. ISO (2011). ISO/IEC 20000-1:2011. [online]. Last accessed 10 February 2012 at:
http://www.iso.org/iso/iso_catalogue/catalogue_tc/catalogue_detail.htm?csnumber=51986
6. NOURI ASSOCIATES (2006). ITIL The key to Management IT services. [online]. Last accessed on 11 February
2012 at: http://www.slideshare.net/fernando.palma/road-map-itil-implemetation
7. RUDD, Colin (2005), IT Service Management: A companion to the IT INFRASTRUCTURE LIBRARY, itSMF Ltd,
United Kingdom.
8. THAI MEDICAL INFORMATION INFORMATICS ASSOCIATION (2002). IT Infrastructure Library (ITIL).
[online]. Last accessed 11 February 2012 at:
http://www.tmi.or.th/index.php?option=com_content&view=article&id=282&catid=27:it-
infrastructure&Itemid=49
9. VISUAL TRANSLATION (No Date). The ITIL library teaches how a service desk works. [online]. Last accessed 11
February 2012 at: http://visualtranslations.com/training_ITIL.html

39. 1. Afsaneh Tafazzoli Moghaddam
2. Jian Zhao
3. Mohamed Hagras
4. Mustak Patel
5. Phong Nguyen
6. Revathi Tekkali
7. Traitet Thepbandansuk