Reduce costs, optimize processes, and make services available in a way that creates added value for the customer. These are some reasons IT service management provider are acting according to best practices and standards. ISO 20000 is an important guideline for IT service management. This presentation shows some milestones on the way to a successful ISO 20000 certification.

1. dbi services
Your Database Infrastructure Experts
Hueber David
dbi services
Consultant
Head of Service Management
Wettstein Christoph
CLAVISKLW
Senior Consultant
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2. dbi services
ISO20000 for IT Service Management
Agenda
i. IT Service Management – its
Benefits & Limitations
ii. Why ISO/IEC 20000
iii. dbi services & CLAVISKLW
iv. ISO/IEC 20000 Insights
v. Certification Process
vi. Customers Benefits
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3. ISO20000 for IT Service Management
Service Management – What is it?
 Service Management is a set of specialized organizational
capabilities for providing value to customers in the form of
services
 Service Management is the art of transforming resources into
valuable services by exploiting the organization„s capabilities
Service Business
Management Outcome
Service Customer
Assets
Service Assets
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4. ISO20000 for IT Service Management
Service Management – What is it?
 IT Infrastructure Library – ITIL
 The most popular ITSM framework
 A set of Best Practice guidance for IT Service Management
 ITIL is public domain
 ITIL is owned by the OGC
 Consists of a series of publications giving guidance on
 Provision of Quality IT Services
 Processes and facilities needed to support them
 Managing the complete lifecycle of IT Services
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5. ISO20000 for IT Service Management
Benefits and Limitations of ITIL®
Benefits Limitations
• Common Language • Best practices has
• Proven Practices scope for interpretation
• Process based approach • ITIL is a trend –
• Focus on customer “everybody does ITIL”
needs • ITIL Version 3 covers 26
• Commitment to processes  where to
continual improvement start?
• Covers complete service • People but no
lifecycle organisation
certifications based
on ITIL
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6. dbi services
ISO20000 for IT Service Management
Agenda
i. IT Service Management – its
Benefits & Limitations
ii. Why ISO/IEC 20000
iii. dbi services & CLAVISKLW
iv. ISO/IEC 20000 Insights
v. Certification Process
vi. Customers Benefits
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7. ISO20000 for IT Service Management
Why ISO/IEC 20000?
 Is an international ISO standard and thus allows for an
organisation certification
 Organisation certification vs. people certification
 Certified by independent, external bodies
 Demands for continual quality assurance and improvement
 Alignment of information technology services and business
strategy
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8. ISO20000 for IT Service Management
Why ISO/IEC 20000?
 Provides a benchmark type comparison with best practices
 Strong market positioning on quality and cost-effective services
 Enhanced reputation and perception
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9. dbi services
ISO20000 for IT Service Management
Agenda
i. IT Service Management – its
Benefits & Limitations
ii. Why ISO/IEC 20000
iii. dbi services & CLAVISKLW
iv. ISO/IEC 20000 Insights
v. Certification Process
vi. Customers Benefits
9 www.dbi-services.com 06.10.2011 © dbi services

10. ISO20000 for IT Service Management
dbi services & CLAVISKLW
 dbi services target
 Optimize the process/path to ISO20000 certification
 Get support from experienced ISO20000 consultants/experts
 Take benefit from external view and advices
 Who is CLAVISKLW?
 Project and Service Management experts
 ITSM consulting, training and assessment services since more than 10
years
 Accredited training provider for ITIL and ISO20000 trainings
 More that 3500 persons trained & certified within the last 8 years
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11. dbi services
ISO20000 for IT Service Management
Agenda
i. IT Service Management – its
Benefits & Limitations
ii. Why ISO/IEC 20000
iii. dbi services & CLAVISKLW
iv. ISO/IEC 20000 Insights
v. Certification Process
vi. Customers Benefits
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12. ISO20000 for IT Service Management
ISO20000 – An International Standard
 ISO/IEC 20000 promotes the adoption of an integrated process
approach to effectively deliver managed services to meet the
business and customer requirements
 Consists of a
 Specification (shall) and the Code of Practice (should)
 Set of Technical Reports
 Requires a Management System and the implementation of an
integrated process model
 Organisation audits are conducted by certified registration bodies
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13. ISO20000 for IT Service Management
ISO20000:2005 – Structure
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14. dbi services
ISO20000 for IT Service Management
Agenda
i. IT Service Management – its
Benefits & Limitations
ii. Why ISO/IEC 20000
iii. dbi services & CLAVISKLW
iv. ISO/IEC 20000 insights
v. Certification process
vi. Customers Benefits
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15. ISO20000 for IT Service Management
Certification Approach
 Preparation
 Build understanding and comprehension for ISO/IEC 20000 within the
organisation
 Confirm scope and applicability
 Conduct Self-Assessment and/or Gap-Analysis
 Create business case
 Choose certification organisation
 Setup project (time frame, resources, project lead, project team, etc.)
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16. ISO20000 for IT Service Management
Certification Approach
 Implementation
 Phase 1
 Incorporate the findings of the gap analysis and the business case
 Phase 2
 Adjustment of plan based on achievement analysis at the end of Phase 1
 Phase 3
 Adjustment of plan based on achievement analysis at the end of Phase 2
 Time frame
 To be aimed for less than 12 months
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17. ISO20000 for IT Service Management
Certification Process
 Does not certify the IT Service itself or single processes but the
whole Service Management System (SMS) for the scope defined.
 To get the certification all requirements of the specification must
be fulfilled – there is no “pick and choose”
 The certification is valid for a period of three years and consists of
 Certification audit
 Yearly verification audits
 Re-certification audit after three years
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18. ISO20000 for IT Service Management
Certification Process
Standard procedure of a ISO/IEC 20000 Certification
Briefing
1. Phase
Preparation for the certification Offer /
Audit (evtl. Pre-audit) Application
Stage 1 Audit
2. Phase •Analysis of the management
Report
system
•Document review
stage 1
•Planning of stage 2
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19. ISO20000 for IT Service Management
Certification Process
Standard procedure of a ISO/IEC 20000 Certification
Stage 2 Audit
•Verification of management system in
practice Audit
3. Phase •Audit of the requirements of the standard notes
•Inspection of records
Report
Audi report and list of actions stage 2
4. Phase
Issue if certificate
Yearly verification audits and Audit
5. Phase re-certification audits respectively reports
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20. ISO20000 for IT Service Management
Success Factors
 Management commitment and support – allocation of resources
and capabilities
 Focus on the implementation and the appliance in the daily
business and not on the creation of documents only
 Involve people
 Appropriate time frame
 Usage of adequate tools
 Certification should not be an end in itself
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21. dbi services
ISO20000 for IT Service Management
Agenda
i. IT Service Management – its
Benefits & Limitations
ii. Why ISO/IEC 20000
iii. dbi services & CLAVISKLW
iv. ISO/IEC 20000 Insights
v. Certification Process
vi. Customers Benefits
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22. ISO20000 for IT Service Management
Customer Benefits
 Warranty for service requirements and delivery in regards to:
 Qualitative aspects
 Quantitative aspects
 Financial aspects
 Service provider has to demonstrate conformity on a regular basis
 Service provider is committed to the idea of continual
improvement
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23. ISO20000 for IT Service Management
Customer Benefits
 Contributes to service provider stability
 Certified organisation – certified processes
 Doesn‟t only reside on people
 Customers and providers are integral parts of the service
management system
 Reduction of risk and thus cost in terms of external service receipt
 Fundamental shift to pro-active rather than re-active processes
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24. dbi services
Any Questions? Please Do Ask!
Hueber David
dbi services
Consultant
Head of Service Management
Wettstein Christoph
CLAVISKLW
Senior Consultant
„We look forward to working with you!“
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