GK ITIL webinar V2.0

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ITIL and ISO/IEC 20000 By : Ali Ramadan Continual Service Improvement Director ,MEA

Introduction and Agenda:

Introduction and Agenda What is IT Service Management? What is ITIL and what are the benefits? What is ISO 20000? Structure and contents of ISO 20000 ISO 20000 Certification scheme ISO 20000 Eligibility How does an organisation achieve Certification? Alignment of ITIL and ISO 20000 Reasons for Implementation Benefits of Implementing the ISO 20000 Standard Where to go from here Summary Questions

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IT Service Management

What is IT Service Management?:

What is IT Service Management? IT Service Management is a top-down, business driven approach to the management of IT that specifically addresses the strategic business value generated by the IT organization the need to deliver a high quality IT service. IT Service Management is designed to focus on issues that IT organizations face ,and covers people processes technology

Why is Service Management required?:

Why is Service Management required? Organisations are increasingly dependent on IT service provision Higher visibility More exacting user demands Increased complexity of the infrastructure Charging for IT services Competition for customers

What do customers want?:

What do customers want? IT Services designed to meet Business requirements Cost efficient and effective services Value for money A consistent service To be treated with respect and courtesy Improved relationships Expectations met or exceeded To gain competitive edge over rivals Increased Market share Communication

Moments of Truth – Jan Carlzon:

Moments of Truth – Jan Carlzon From his book - Moments of Truth Every customer interaction is a moment of truth Every moment of truth is an opportunity to make a favourable impression on your customer Look for the moments of truth in your business If you are not making a favourable impression what kind of an impression are you making? Know every point of interaction Convey the correct message at each transaction

Realisation of Benefits:

Realisation of Benefits IDC survey - 79% reduction in downtime and other factors - ROI up 1300% Gartner - 85% resolution at First Point of Contact - cost per call down 30% - 50% reduction in new product cycle Barclays - Downtime reduced from 60 to 15 mins it SMF survey - 70% achieving “tangible and measurable” benefits Proctor and Gamble - $100 million savings !

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ITIL “Information Technology Infrastructure Library”

IT Infrastructure Library - ITIL:

IT Infrastructure Library - ITIL Is “best practice” in IT Service Management, developed by OGC and supported by publications, qualifications and an international user group Assist organizations to develop a framework for IT Service Management Worldwide, most widely used best practice for IT Service Management Consists of a series of Core books giving guidance on the provision of quality IT services

Life Cycle Approach:

Life Cycle Approach Non-prescriptive guidance Vendor/technology independent Focused on process and people “Adopt and Adapt”

ITIL life cycle:

ITIL life cycle Service Portfolio Service Catalogue Service Strategy Service Design Service Transition Service Operation Strategies Policies Constraints Requirements Solution Designs Architectures Standards SDP’s Transition Plans Tested solutions SKMS Improvement actions and plans Requirements The Business / Customers Operational Plans Continual Service Improvement Operational Services

ITIL - The Four P’s:

ITIL - The Four P’s Enables development and delivery of high quality IT services

Developing effective Quality ITSM solutions:

Developing effective Quality ITSM solutions Vision and Business objectives Assessments Process Improvement Metrics Where do we want to be? What is the Vision? How do we know we have arrived? How do we get where we want to be? Where are we now? Measurable Targets How do we keep the momentum going?

Benefits of ITIL:

Benefits of ITIL Continuous improvement in the quality of IT service provision Reduced long term costs in the development and delivery of IT services Reduced risk of not being able to meet business objectives Better communication between IT and the business Greater productivity and best use of skills Ability to absorb a high rate of change IT staff are provided with best practice guidance Compliance to procedures that are auditable

ITIL Qualification Scheme:

ITIL Qualification Scheme ITIL Foundation for Service Management Managing Across the Lifecycle ITIL Expert ITIL Master PP & O Service Capability Modules OS & A RC & V SO & A

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ISO/IEC 20000

What is ISO 20000:

What is ISO 20000 ISO 20000 can be summarised as: A standard to promote the adoption of an integrated process approach for the effective delivery of managed services to meet business and customer requirements A set of “controls” against which an organisation can be assessed for effective IT Service Management processes The ISO 20000 standard defines the requirements for an organisation to deliver managed services of an acceptable quality for its customers

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Structure and Contents of ISO/IEC 20000

Structure of ISO 20000:

Structure of ISO 20000 The Standard is divided into two distinct parts: Part 1 provides the requirements for IT service management to gain certification This is relevant to those responsible for initiating, implementing or maintaining IT service management in their organization Senior Management are responsible and accountable for ensuring all requirements of Part One are met if Certification is sought

Structure of ISO 20000:

Structure of ISO 20000 Part 2 - Code of Practice for Service Management Provides guidance to internal auditors and assists service providers planning service improvements or preparing for audits against ISO 20000

Contents of ISO 20000:

Contents of ISO 20000 Introduction and overview Scope, terms and definitions Requirements for a management system Planning and implementing service management Planning and implementing new or changed services Service delivery processes Relationship processes Resolution processes Control processes Release processes

ISO 20000 Processes :

ISO 20000 Processes

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ISO/IEC 20000 Certification Scheme

The scope of Certification:

The scope of Certification ISO 20000 is aimed at organisations providing a Service Management operation, whether internal or external Certification is NOT (in itself) appropriate for an organisation which provides best practice advice Certification is NOT possible for products such as Service Management tools The role of Consultancy organisations is to give advice in preparation for an independent audit

Registered Certification Bodies (RCBs):

Registered Certification Bodies (RCBs) it SMF will approve Registered Certification Bodies (RCBs) and grant a licence to use the it SMF logo RCBs are totally independent from any consultancy and their auditors have been specifically trained in IT Service Management Adding value to the organisation being audited and maintaining the quality of the certification Process areas already certified from other standards ( eg ISO 9000, ISO 27001) are not usually required to be re-audited – as long as the scope is the same

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Eligibility for Certification

Eligibility criteria:

Eligibility criteria An organisation must be able to demonstrate it has management control of each of the ISO 20000 processes Management control of a process consists of: knowledge and control of the inputs knowledge, use and interpretation of the outputs definition and measurement of metrics demonstration of objective evidence of accountability for process functionality definition, measurement and review of process improvements

Certification Process :

Certification Process Agreement on terms of reference and scope Agreement on dates, time-scales, locations, etc Possible off-site assessment of process documentation On-site audit of staff and process compliance Presentation of the audit findings Certification

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Achieving ISO/IEC 20000 Certification

Understand what’s involved:

Understand what’s involved Assess what has to be done and obtain senior management buy-in Develop a vision and plan Get access to ITIL and ISO 20000 documentation: ISO 20000 Part 1 - Specification ISO 20000 Part 2 – Code of Practice BIP 0005 – A Managers guide to service management BIP 0015 – IT service management – self assessment workbook Consider other relevant standards: ISO 27001 – Information security Management ISO 9000 – Quality management systems ISO 10007 – Guidelines for configuration management ISO 15504 - Information Technology Process Assessment ISO 90003 - Guidelines for the application of ISO 9000: 2000 to computer software Fully understand content and its implication on you and your organisation Talk to others similar organisations, consultants, training providers, forums and user groups

Realizing and articulating the benefits:

Realizing and articulating the benefits A stable framework for IT Service Management IT Service provision aligned with Business Strategy Ownership and Responsibility defined at all levels Increased confidence and perception of the business and customer Improved quality, reputation and consistency of service Competitive advantage over competitors Consistent and cost-effective services Reduced organisational risks and cost Effective Supplier Management Commitment that services will be delivered to accepted best practice

Main steps to certification:

Main steps to certification Adopt a Registered Certification Body (RCB) Confirm the scope of the audit Make sure you know what’s involved Carry out initial assessments to determine readiness Develop an overall plan and get commitment Carry out detailed reviews and assessments Create and manage a SIP (Plan, Do, Check, Act) Implement improvements Book a formal audit

The certification audit:

The certification audit Typically comprises: Agree terms of reference and scope Off-site assessment of process documentation On-site audit of staff and process compliance Presentation of the audit findings and hopefully…………. presentation of the ISO/IEC 20000 Certificate

Post Certification Process :

Post Certification Process Certification is valid for three years Annual surveillance audits are required Internal audits are recommended Full re-audit will be carried out on the third anniversary of Certification being awarded

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Alignment with ITIL

ITIL Service Support Processes & Functions:

ITIL Service Support Processes & Functions

ITIL Service Delivery Processes:

ITIL Service Delivery Processes

Alignment of ISO 20000 and ITIL -1:

Alignment of ISO 20000 and ITIL -1 Driven either through choice, or by customer demand, ITIL has been adopted by many organisations as a proven methodology for managing their IT services Many organisations and in particular the Public Sector, see ITIL as a necessary requirement to conduct business ITIL however is not a standard, and therefore the alignment between ITIL and ISO 20000 allows an organisation to be effectively measured

Alignment of ISO 20000 and ITIL -2:

Alignment of ISO 20000 and ITIL -2 ISO 20000 Certification provides proof through audit that best practice has been deployed through an independent, external, evaluation by an approved audit organization Customer demand for ISO 20000 Certification is fast becoming another business requirement for organisations to remain competitive ISO 20000 is aligned with ITIL

Inter Relationships:

Inter Relationships

Gartner:

Gartner “The release of the British Standard for IT Service Management (BS 15000) marks the first step toward the delivery of IT services becoming much more consistent across organisational and national borders” “All improvement efforts in Service Management should be done with ITIL and BS 15000 as a frame of reference and baseline” Adopted internationally as ISO 20000 in December 2005

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Reasons for Implementation

Reasons for Implementation-1:

Reasons for Implementation-1 ISO 20000 has become a basic business requirement for an organisation in the same manner as ISO 9000 ISO 20000 provides the organisation with the means to operate more effectively and efficiently ISO 20000 provides an auditable method by which it can assess the quality and conformance of its IT Services

Reasons for Implementation-2:

Reasons for Implementation-2 ISO 20000 assists organisations to enforce process compliance ISO 20000 helps to significantly improve the morale of the IT department, the business and ultimately the Customer ISO 20000 provides clear evidence that the quality of IT Service Management is taken seriously

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Benefits of ISO/IEC 20000

Benefits-1:

Benefits-1 Provides a stable framework for IT Service Management IT Service provision is aligned with Business Strategy Assists with meeting legislative compliance requirements Ownership and Responsibility defined at all levels Creates a progressive ethos & culture Increased business and customer confidence & perception Improved quality, reputation and consistency of service Impartial external method of assessment Assessments recognised internationally

Benefits-2:

Benefits-2 Assessment is important for process improvement Provides a competitive advantage over competitors Promotes consistent and cost-effective services Provides a benchmark with best practices Easier to justify or combat outsourcing Creates a framework for service improvements Reduces organisational risks and cost Effective Supplier Management Commitment that services will be delivered to accepted best practice

Where to go from Here:

Where to go from Here

Where to go from Here:

Where to go from Here Prepare for certification through Consultancy Services Assessment, implementation of processes, mentoring and guidance Undertake various forms of training: ISO 20000 Consultants Certificate: Aimed at experienced IT Service Management practitioners whose roles and responsibilities include preparing organisations for the adoption of ISO 20000 ISO 20000 Auditors Certificate: Aimed at experienced internal or external auditors who have at least 3 years’ general IT auditing experience Service Management ITIL Foundation, Intermediate, Managing Across Life cycle ITIL In Action sessions Select an approved Registered Certified Body

Useful Websites:

Useful Websites www.isoiec20000certification.com www.itsmf.com www.iosm.com www.ogc.gov.uk www.itil.co.uk www.globalknowledge.com

Summary:

Summary

Summary:

Summary Business requirement and customer satisfaction are primary considerations Information Services are a vital and core part of the business Organisational culture is important and has to be right We need to think end-to-end service Service Management isn’t optional Quality process-driven approaches and professional staff really deliver value Professional qualifications and certifications are becoming increasingly important ITIL and ISO 20000 provide a solid framework for developing an appropriate solution Almost all quality improvement comes via simplification of design, manufacturing... layout, processes, and procedures. Tom Peters

Questions:

Questions

Thanks for Thanks for attending this webinar, for more information: Web Sites : Egypt : www.globalKnowledge.com.eg KSA : www.globalknowledge.com.sa UAE : www.globalknowledge.ae Sales Contacts: Egypt & North Africa: maged.thabet@globalknowledge.com.eg Gulf & Levant: basem.alkharrat@globalknowledge.ae Saudi Arabia: alaa.saafan@globalknowledge.com.sa :

Thanks for Thanks for attending this webinar, for more information: Web Sites : Egypt : www.globalKnowledge.com.eg KSA : www.globalknowledge.com.sa UAE : www.globalknowledge.ae Sales Contacts : Egypt & North Africa: maged.thabet@globalknowledge.com.eg Gulf & Levant: basem.alkharrat@globalknowledge.ae Saudi Arabia: alaa.saafan@globalknowledge.com.sa