ITIL and ISO20000 Pick One or Use Both? Track: Business Services

Transcription

1 ITIL and ISO20000 Pick One r Use Bth? Track: Business Services Presenter: Mark Thmas

2 Synpsis With the explsive grwth f ITIL as the de fact framewrk fr IT Service, there is still little knwn abut the ISO20000 standard. Whether yu have begun the path dwn ITIL r nt, yu may als want t cnsider lking int ISO. Based n ITIL fundamentals, this pwerful standard, when cupled with ITIL, can be a pwerful slutin fr Service Success.

3 Agenda Intrductin & Overview The IT Infrastructure Library (ITIL) ISO Putting the Tw Tgether Clsing and Questins

4 Intrductin and Purpse When we leave here tday, yu shuld understand: The backgrund and purpse f the ITIL Framewrk and ISO Similarities and differences f the tw, and what that means t yu. Pssible implementatin paths t take if yu are cnsidering (r have begun) a service management jurney.

5 Questins Is keeping the lights n becming mre difficult? Is system cmplexity grwing faster than yur ability t keep up? Are regulatry and security cncerns nw mving twards the tp f the things that keep yu up at night? Are yur prjects nw under mre scrutiny regarding value t csts?

6 Trends Rising demand fr best practices is driven by requirements t becme mre cmpetitive while hlding csts dwn. Drivers fr ITIL adptin include pressures created by demand fr high availability and perfrmance. Histrically, IT Service Prviders were self-directed and cnsidered cst centers tday, best practices help these prviders fcus n meeting enterprise bjectives. As IT mves up the list f strategic gals cntributin, justifying technlgy investments grws - therefre the need fr best practices. CIO.cm: Majr Trends in gvernance, risk management and cmpliance fr 2011, March 4, 2011

7 The need fr framewrks Effective IT Gvernance needs a cntrl framewrk. The fllwing are requirements fr a cntrl framewrk. The need fr sharper business fcus driven by business needs. A cmmn language with a standardized prcess mdel, bjectives, and tls suitable fr any type r size f rganizatin. A sund framewrk fr ensuring IT cmpliance with applicable regulatry and security requirements. A reliable and useful surce based n best practices which are generally accepted in the industry. Reference: IT Gvernance Institute, COBIT 4.1

8 Agenda Intrductin & Overview The IT Infrastructure Library (ITIL) ISO Putting the Tw Tgether Clsing and Questins

9 IT Infrastructure Library (ITIL) ITIL is the mst widely accepted apprach t IT service management in the wrld which prvides a chesive set f best practice guidance drawn frm public and private sectrs. Develped by the United Kingdm s Office f Gvernment Cmmerce (OGC) and has becme a wrld-wide de fact standard in Service. The Guidance, dcumented in a set f five bks, describes an integrated, prcess based, best practice framewrk fr managing IT services. Currently these bks are the nly cmprehensive, nnprprietary, publicly available guidance fr IT Service.

10 ITIL Backgrund Many f yu may knw what ITIL stands fr, but may nt knw all f its key pints. These facts will help yu understand the basics: Prven framewrk since Cntinual Service Imprvement ITIL is nt sftware r a hardware prduct it is a framewrk fr IT Service. Recgnized as an internatinal standard. Training is certificatin based. Service Strategy

11 ITIL The ITIL framewrk identifies all applicable prcesses, rles, and functins required t effectively deliver services t custmers. Services Prcesses Rles Functins A means f delivering value t custmers by facilitating utcmes custmers want t achieve withut the wnership f csts and risks. A crdinated set f activities cmbining and implementing resurces and capabilities in rder t prduce an utcme which creates value. A set f cnnected behavirs r actins that are perfrmed by a persn, team r grup fr a specific utcme. Units f rganizatin specialized t perfrm certain types f wrk and are respnsible fr certain utcmes. Incident Incident Manager Service Desk

12 ITIL Phases and Prcesses SS Service Strategy SD Service Design ST Service Transitin SO Service Operatins CSI Cntinual Service Imprvement Financial Service Prtfli Demand Service Level Service Catalg Availability Capacity Infrmatin Security Change Service Asset and Cnfiguratin Release and Deplyment Knwledge Event Incident Request Fulfillment Prblem Access PDCA CSI Mdel Metrics and Measurements Service Cntinuity Supplier

13 Benefits There are numerus benefits t implementing ITIL slutins. ITIL helps IT rganizatins deliver services that: Are cst-justifiable. Have agreed service levels that are measured, mnitred, reprted, and reviewed regularly. Ensure infrastructure is managed efficiently (best use f resurces) and effectively (achieving intended results). Priritize activities relative t business impact. Cntrl changes t minimize negative impact n custmers. Align IT services t the rganizatinal strategy.

14 ITIL what s the value? In 2006, the state f Nrth Carlina implemented sme imprvements based n the ITIL framewrk. The imprvements tk place in a span f less than three mnths. Incidents Imprved ability t reslve incidents within their target timeframe by 32% Service Requests Imprved ability t reslve Service Requests within their target timeframe by 20% Change Prcess cmpliance increased mre than tw-fld resulting in fewer incidents and reduced dwntime.

15 Functins A functin is a self cntained unit f rganizatin, team r grup f peple specialized t perfrm certain types f wrk and is respnsible fr specific utcmes. Service Desk Technical Applicatin IT Operatins The central pint f cntact between the users and internal and external IT service prviders. The custdians f the technical knwledge and expertise related t managing the IT infrastructure. The custdians f the technical knwledge and expertise related t managing Applicatins. Maintain day t day stability f peratinal prcess t include Operatins Cntrl and Facilities.

16 Ppular Prcesses Custmers Service Catalg Service Desk Incident Request Fulfillment Prblem Change Release Cnfiguratin

17 What t watch ut fr There are several things t cnsider befre (and during) an ITIL implementatin. Sme f the tp areas include: Implementing ITIL by the bk Thinking that implementing ITIL is a prject with a beginning and an end. Believing that ITIL is a silver bullet. Jumping int ITIL with n training.

18 Agenda Intrductin & Overview The IT Infrastructure Library (ITIL) ISO Putting the Tw Tgether Clsing and Questins

19 ISO ISO is an internatinal standard that prmtes an integrated prcess apprach t delivering IT Services. In 2000, the British Standards Institute develped the requirements fr the delivery f IT services called BS In late 2005, the Internatinal Standards Organizatin (ISO) accepted BS as a new internatinal standard called ISO Prvides a cmmn standard fr any enterprise ffering IT services and a cmmn terminlgy. It des nt assess the quality f a service r prduct, it des certify effective prcesses.

20 ISO Cmpnents ISO/IEC 20000:1, Part 1 Specificatin Service management system (SMS) standard that specifies requirements fr the service prvider t plan, establish, implement, perate, mnitr, review, maintain and imprve an SMS. Specifies a number f clsely related service management prcesses that are auditable. Defines minimum / mandatry requirements. ISO/IEC 20000:2, Part 2 Cde f Practice Recmmendatins n hw t meet the requirements in part 1. Nt abslute requirements, but they supprt the specificatins. The standard requires evidence f the stated prcesses. This evidence shuld be in the frm f recrds and dcuments.

21 ISO Prcesses QUALITY MANAGEMENT SYSTEM Systems Planning and Implementing Service Planning and Implementing New r Changed Services RELEASE PROCESSES SERVICE DELIVERY PROCESSES Capacity Service Level Infrmatin Security Service Cntinuity and Availability Release Service Reprting CONTROL PROCESSES Cnfiguratin RESOLUTION PROCESSES Incident Prblem Change Budgeting and Accunting fr IT Services RELATIONSHIP PROCESSES Business Relatinship Supplier

22 Wh Uses ISO 20000? ISO may be used by businesses, service prviders, cnsulting rganizatins, etc. Sme examples include: Organizatins seeking services frm service prviders and requiring assurance that their service requirements will be fulfilled with a cnsistent apprach. Service prviders intending t demnstrate capabilities fr the design, transitin, delivery and imprvement f services that fulfill service requirements. Assessrs r auditrs needing criteria fr a cnfrmity assessment f a service prvider's Service System.

23 ISO20000 Certificatin ISO is an internatinal standard that prmtes an integrated prcess apprach t delivering IT Services. Organizatins can be assessed fr cnfrmance - if the assessment is psitive, they can be certified by Registered Certificatin Bdies (RCBs). Service prviders can claim t be cmpliant with the specificatins, but a frmal audit and certificatin is mre reliable. The general prcess fr certificatin includes: Applicatin and Screening Planning and preparatin Certificatin Re-assessment

24 ISO20000 Scping ISO certificatin can nly be awarded t a single entity; hwever, the service prvider desn t have t wn the infrastructure. Business Custmers Service Prvider Lead Supplier(s) Subcntract Supplier(s) End user rganizatin Internal r external Must be clear n the rle f suppliers

25 Why ISO? As ISO20000 grws, many cmpanies may begin t require their partners and vendrs t reach ISO certificatin (similar t ISO 9000). Fr cmpanies implementing r adpting ITIL, there is nw an rganizatinal certificatin that can be used as a tl t gauge the state f service management. If yu want t be cmpetitive, and intrduce rder and best practices in yur service business, definitely think abut ISO This standard tells yu in advance what things shuld eventually be dne if implemented right, certificatin shuld be a bnus, but nt the target.

26 Agenda Intrductin & Overview The IT Infrastructure Library (ITIL) ISO Putting the Tw Tgether Clsing and Questins

27 ITIL/ISO Cmparisn ISO is heavily based n ITIL, dealing with the mst imprtant ITIL prcesses and adds sme new nes. The use f ITIL is nt mandatry when using ISO 20000; hwever, implementatin and certificatin is much easier if ITIL is supprted. ISO requirements are shrt (SHALLs), where in ITIL the guidance includes the HOWs and SHOULDs and are much mre illustrative. ISO Certificatin requires ALL prcesses t be implemented. ISO 9000 understanding is als very helpful.

28 ITIL/ISO Cmparisn ITIL ISO20000 (Part 1) Service Best Practice framewrk. Individual Certificatin Includes illustratins, advice and guidance as a bdy f knwledge fr achieving ISO Certificatin. Suggestive and adaptable, nt auditable r prescriptive. Five cre vlumes and numerus frms f cmplimentary guidance: Service Strategy Service Design Service Transitin Service Operatin Cntinual Service Imprvement An auditable internatinal standard that indicates what must be dne fr service management. Service Prvider Organizatin Certificatin Includes cncise requirements statements as impartial benchmarks fr service management. Full cmpliance with the requirements are needed t achieve certificatin that requires evidence f intentins and activities. Cntent structure that includes: Planning and implementing service management and new/changed services Service Delivery prcesses Relatinship prcesses Reslutin prcesses Cntrl prcesses Release prcesses

29 Service Pyramid STANDARD TO AIM FOR MANAGEMENT OVERVIEW ISO Specificatin ISO Cde f Practice SERVICE MANAGEMENT BEST PRACTICES ITIL Best Practices IN-HOUSE DEPOLOYED Prcedures and Wrk Instructins

30 ITIL Multiple Paths Leverage prcesses and functins as a suggested framewrk, adapting t fit yur rganizatin. Understand and adpt standardized terminlgy fr prcesses and activities. ISO Use the certificatin t develp a frmal Service System with repeatable prcesses. Chse t either seek certificatin r simply use the standard as an internal checklist. BOTH Use ITIL t guide the prcess design. Use ISO t establish cntrls. Chse t seek certificatin r simply use the standard as an internal checklist.

31 Implementatin Guidance Imprve Educatin Iteratins Assessment Cntinual Planning Cmmunicatin Mnitr Measure Review Educatin Cmmunicatin Phased Implementatin Reprt Autmatin

32 In any case, success is Whether yu g dwn the ITIL path, ISO path, r bth, there are sme key success factrs that shuld always be cnsidered: cmmitment. Prcess wnership and repeatability. Peple have embraced ITIL-guided prcesses and prcedures int the culture. The new way becmes viral. Cntinual imprvement and measurements.

33 Agenda Intrductin & Overview The IT Infrastructure Library (ITIL) ISO Putting the Tw Tgether Clsing and Questins

34 Clsing Cmments If yu have nt started a jurney twards IT Service, ITIL is a great place t start. If yu are implementing ITIL, als refer t the ISO20k standards even if yu aren t shting fr certificatin. If yu are implementing ISO20k, then be sure t leverage the ITIL publicatins fr additinal infrmatin n the HOWs. supprt, cultural understanding, cmmunicatin, and educatin are key success factrs t any framewrk implementatin.

35 Thank yu.