The ISO/IEC 20000 family

1. The ISO/IEC 20000 family Lynda CooperCo-author ISO20000 Project editor ISO20000 part 1Principal UK Expert to ISO group ITIL Expert

2. Agenda • The past • The present • The future • Relationships to other standards and frameworks • The journey to Certification • Qualifications

3. ISO 20000 – The Past • 1995/1998 - A code of practice for Service Management • BS 15000:2000 - Specification for Service Management • PD0015:2000 IT Service Management: Self-assessment Workbook • 2000 – 2002 Early adopters trials • BS 15000-1:2002 • ITSMF Certification scheme - Nov 2003 • ISO/IEC 20000 Parts 1 and 2 – Dec 2005

4. ISO20000 The present

5. IT Service Management Framework Or other guidance With acknowledgement of BSI, OGC and ITSMF

6. ISO 20000 Process Model

7. ISO20000The Future

8. The ISO20000 series • Part 1 revised – 2011 • Closer alignment to ISO9001 • Closer alignment to ITIL version 3 • Design of services introduced • Other improvements from user feedback • Part 2 revised – 2012 • Intent • Concept • Explanation of requirements • Documents and records • Authorities and responsibilities • Interfaces • Part 3 – applicability and scope – 2009 • Replaces ITSMF guidelines on scoping • To be built into certification scheme • Part 5 - Exemplar implementation plan – 2010 • Maturity model • PRM - Part 4 and PAM - Part 8 – 2011

9. Customers (and other Interested parties ) Requirements Revised process diagram Service Management System Customers (and other Interested parties ) Plan SMS general requirements Management responsibility Governance of processes operated by other parties Plan, operate, monitor and improve Documentation management service management Resource management Design, development and transition Services of new or changed services Service delivery processes Do Act Capacity management Service level management Information security management Service continuity & Service reporting Budgeting & availability accounting for services management Control processes Configuration management Change management Release and deployment management Resolution processes Relationship processes Business relationship Incident management management & request fulfilment Problem management Supplier management Check

10. Related initiatives at ISO level • Study group into governance of IT service providers • Study group, initiated by India, into standards/guidelines required by IT enabled BPO • Guidelines to implementing ISO20000 and ISO27001 together • ISO20000 to be mapped to ITIL, COBIT and other ISO related standards

11. Delivery: Business processes IT processes Service Management Framework FunctionalGovernance Framework Applying ITSM to business services

12. ISO20000 The journey to Certification

13. Preparing for ISO20000

14. Scope can be determined by: Service Location Customer Technology Organisational unit Service provider must have management control of all processes – even if some activities are outsourced Applicability and Scope Supplier A Service Provider Customer Supplier B (Lead Supplier) Scope of ISO 20000 Supplier Supplier

15. How long will it take? • For a company who has not yet implemented ITIL • Approx. 2 years • For a company who has implemented ITIL well • Approx. 9 months • Remember that once the processes are designed and documented, they need to be rolled out and run for about 3 months before being audited to prove compliance

16. Improved quality of service Increased business and customer confidence Improved reputation, consistency and interoperability Continuous improvement assured Optimised and controlled costs Management and staff understand their business, roles and processes better Demonstrate superiority over competitors Ability to meet requirements for bids Easier to justify or combat outsourcing Enforces move from “should” to “shall” Impartial and external audit Certification recognised internationally The Benefits of ISO20000 Certification

17. Current ISO 20000 Market • ITSMF scheme – launched 2003 • 484 certified organisations • China 83, Japan 71, UK 45, India 44, China 41, South Korea 32, Germany 29, USA 24 and many others from every continent • Slovakia 2 • Czech Republic 16 • Austria 10 • Other schemes??

18. ISO20000Relationship to other standards and frameworks

19. ISO 27001 ISO 20000 ISO 9001:2000 Standards ISO20000 can be achieved with ISO9000 or stand alone. Doing the right processes right Doing the management and generic processes right

20. IT Governance related benefits • ISO20000 supports • COBIT • ISO27001 • BS25999 • Management system, processes, roles, auditable • Control

21. ISO20000 Qualifications

22. Qualifications • ISO20000 consultant (ITSMF) • ISO20000 auditor (ITSMF) • ISO20000 Foundation (ISEB) • ISO2000 Foundation, Professional and Advanced level (EXIN) • Many training providers offer non-accredited courses including awareness, planning to implement ISO20000 etc

23. References • ISO/IEC 20000 • www.iso.org • www.bsi-global.com • ISO20000 books and pocket guides • www.itsmf.com • BSI: Achieving ISO20000 series • BSI: A managers guide to service management • BSI: Self assessment workbook • www.bsi-global.com • ITSMF Certification scheme • www.isoiec20000certification.com • BSI: The new ISO20000 Part 1 edition, differences from 2005 edition – to be published in early 2011

24. Questions Lynda Cooper Service 20000 lynda.cooper@service20000.com www.service20000.com +44 (0)7841 800432