We look at ISO 20000 in a fresh perspective: not as a certification endpoint in the IT Service Management Journey, but as a good place to begin representing the minimum critical activities necessary to achieve basic, overall ITSM maturity.

1. ISO/IEC 20000 is NOT Scary!
i S !
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3. What is ISO/IEC 20000?
An auditable international standard for service
management that promotes an integrated process
approach to effectively delivering IT Services that
meet b i
t business and customer requirements
d t i t
It certifies effecti e processes
effective
It does not assess the quality of a service or product
ISO/IEC 20000 is applicable to all IT service providers
(internal, external, shared).
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4. ISO/IEC 20000 Structure
Part 1: Specification (Shalls) – 23 pages
p ( ) p g
Defines the minimum critical activities for effective service
management processes
Requires id
R i evidence of all process activities f certification
f ll ti iti for tifi ti
Part 2: Code of Practice (Shoulds) – 41 pages
Describes ITSM best practices that support the requirements
of P 1
f Part
Is not required to achieve certification
Part 3 provides guidance on scope definition, applicability and
demonstration of conformance for service providers.
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5. ISO20K is Based on P-D-C-A
Act Plan
Establish objectives
and processes
Take action to continually necessary to deliver results
improve performance of that meet customer
i f f
the processes requirements and
organization policies
Check Do
Monitor and measure
p
processes and services Implement the processes
against policies,
objectives and
requirements/report
results
lt
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6. Management responsibility
Management system (3) Documentation requirements
Competences, awareness & training
Plan, Implement, Monitor, Improve
Planning & implementing (4) (Plan, Do, Check, Act)
Planning & implementing
Planning new services (5) new or changed services
Service Delivery Processes (6)
ISO/IEC 20000 Foundation Courset
Capacity
Management
Service Level
Management
M t
Information Security
Management
M
Service Continuity Service Reporting Budgeting and
and Availability
y Accounting for IT
g
Management Control Processes (9) Services
Change Management
Configuration Management
Release Relationship
Processes (10) Resolution Processes (7)
Release Processes (8) Business Relationship
Management Management
Incident Management
Supplier Management
Problem Management
© ITSM Academy, 2010 6

7. ITIL and ISO 20K
ITIL is a framework for ISO 20K is an auditable
defining and improving international standard
service management for service management
processes ISO 20K provides an
ITIL is one body of impartial benchmark for
knowledge that can help ITSM implementations
meet ISO/IEC 20000 ISO 20K improves
requirements (although documentation requiring
not an exact match) evidence of intentions
ITIL is not auditable or and activities
prescriptive (documents and records)
Together they ensure a sustainable
g y
program of continual service
improvement.
© ITSM Academy, 2010 7

8. Start of the Race or Finish Line?
ISO 20K’s minimum critical ISO 20K certification
activities provide a scalable demonstrates effective,
starting point implemented processes
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9. What are Minimum Critical Activities?
Essential activities that must be performed to achieve effective
service management
Define the “what to do,” not “how to do it”
Are not based on a single framework
Provide a starting place to assess current practices
Red: not performing
Yellow: performing, but needs improvement
Green: performing successfully
Activities can be implemented using a combination of successful internal
procedures and one or more ITSM frameworks (e.g., ITIL, MOF, COBIT).
© ITSM Academy, 2010 9

10. Sample “Shall” Statements
All suggested service
Management shall communicate the
g Each service provided
p
improvements shall b
i h ll be
importance of meeting service shall be defined, agreed
assessed, recorded,
management objectives and need and documented in one
prioritized and
for continual improvement. or more SLAs.
authorized.
Procedures shall define the recording, Management with
The release policy stating
prioritization, business impact, appropriate authority
the frequency and type
classification, updating, escalation, shall approve an
of releases shall be
resolution and formal closure of all information security
incidents. documented and agreed.
policy.
Problem management shall be
There shall b a policy on
Th h ll be li Requests for
R t f
responsible for ensuring up-to-date
what is defined as a changes shall be assessed
information on known errors and
configuration item and its for their risk, impact and
corrected problems is available to
incident management. constituent components. business benefit.
Source: ISO/IEC 20000 -1:2005
© ITSM Academy, 2010 10

11. Sample “Should” Statements
“The SLAs should include only an appropriate subset of the
targets to focus attention on the most important aspects of
g p p
the service.”
“Incident management should be both a proactive and
reactive process, responding to incidents that affect, or
potentially could affect the service.”
“A known error should not be closed until after successful
resolution.
resolution ”
“Where an outage can be caused during normal service
hours, the people affected should agree to the change
before implementation ”
implementation.
Source: ISO/IEC 20000 -2:2005
© ITSM Academy, 2010 11

12. What are the Advantages?
Overcomes the enormity of ITIL and other
frameworks
f k
Provides an easy to digest roadmap
Requires
R i management support t t
Is auditable (internally or externally)
Uses surveillance audits to ens re
s r eillance a dits ensure
continual service improvement
Can neutralize political or cultural issues
Improves documentation and tool usage
It just makes sense!
© ITSM Academy, 2010 12

13. Should Your Organization Get Certified?
Yes, if certification will
Offer competitive advantage
Meet client requirements
Achieve regulatory compliance
Provide a clear objective
Sustain continual improvement efforts
If a certificate is not significant to your business, management
can still set an organizational goal of “self-certification” to give
till t i ti l l f “ lf tifi ti ” t i
staff a measurable outcome.
© ITSM Academy, 2010 13

14. How Can I Learn More? (1)
ISO/IEC 20000 Qualification Scheme
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15. How Can I Learn More? (2)
ISO/IEC 20000 Special Interests Group (SIG)
http://specialinterestgroups.itsmfusa.org
h // l f
Mission
To increase the visibility of the benefits achieved through the
ISO/IEC 20000 standard and certification, enabling those
seeking adoption of ISO/IEC 20000 or certification a
ki d i f 2 ifi i
knowledgeable roadmap.
INTERESTED IN BECOMING A MEMBER?
PLEASE CONTACT
iso-iec@itsmfusa.org
© ITSM Academy, 2010 15

16. How Can I Learn More? (3)
www.ansi.org
www.isoiec20000certification.com
www.itsmfusa.org
www.bsi-global.com
www.takeanotherlook.it
© ITSM Academy, 2010 16

17. Questions and Answers
Thank you for attending
ITSM Academy, Inc.
info@itsmacademy.com
www.itsmacademy.com
1. 888. 872. ITSM (4876)
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18. IT Service Management Professional
(ITSMP)℠ Diplomas
ITSM Academy is Licensed by the
Commission for Independent
Education, Florida Department of
Education, offering occupational
ITSMP℠ Diplomas.
On our website, this symbol
indicates courses which accrue clock
hours toward a Diploma as:
Change Manager
Support Manager
Service Level Manager
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19. ITSM Academy Affiliates
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