ISO/IEC present and future - applicable to all IT enabled services Lynda Cooper BCS SMSG July 2015

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1 ISO/IEC present and future - applicable to all IT enabled services Lynda Cooper BCS SMSG July 2015 Service Ltd /14/2015 1

2 Lynda Cooper Project editor ISO/IEC Chair of BSI committee UK representative to ISO committee Deputy chief examiner APMG for ISO20000 Auditor for Exin for ISO20000, ISO27001, ITIL, Agile ISO27001 Lead Implementer UKAS assessor for ISO20000 and ISO27001 (assess the certification bodies) ITIL Master Independent consultant and trainer MBCS, CITP Service Ltd /14/2015 2

3 What do these have in common? Service /14/2015 Ltd 3

4 Agenda Introduction ISO20000 overview ISO20000 in a changing service environment The revision of ISO20000 Your suggestions for the future of ISO20000 Make it interactive please Service Ltd /14/2015 4

5 ISO20000 pedigree 1995 Book - Code of practice for ITSM 1998 Revised smaller edition book o awarded innovation of the year by ITSMF 2000 BS ISO/IEC ISO/IEC Other parts o o o o o o o ISO/IEC : 2012 : Guidance on the application of service management systems ISO/IEC : 2012 : Guidance on scope definition and applicability of ISO/IEC ISO/IEC : 2013: Exemplar implementation plan for ISO/IEC ISO/IEC :2015: The application of ISO/IEC to cloud services Part 10 concepts and vocabulary Part 11 mapping to ITIL (not yet published) ISO/IEC 27013, ISO/IEC Integration guidelines for and 9001 Service Ltd /14/2015 5

6 Scope of ISO20000 The management of Information, Communication and Technology Enabled Services Examples o IT services Infrastructure management Application management Desktop support etc. o Telecoms o Media o Cloud services o Business process outsourcing o. Service Ltd /14/2015 6

7 Non-IT Enabled Survey Who has an ISO20000 qualification? Who works in an organisation with ISO20000 certification? Who is sceptical about the value of ISO20000? Service Ltd /14/2015 7

8 ISO20000 overview Service Ltd /14/2015 8

9 What is ISO/IEC What it is: o A standard that includes the design, transition, delivery and improvement of services that fulfil service requirements and provide value for both the customer and the service provider o A management system standard (like ISO9001) that can be assessed for compliance What it is not: o A product or tool standard o A service standard o A maturity model Customers Services Service Provider Internal or External Lead Supplier(s) or Supplier(s) Sub-contracted Supplier(s) Service Ltd /14/2015 9

10 ISO20000 Myths Lots of documentation that is purely for the standard Only for large organisations Only for IT infrastructure Based on ITIL, must use ITIL Too slow and bureaucratic Service Ltd /14/

11 Typical benefits Supports the business to operate more effectively Improved quality of service Increased business/customer confidence Controlled costs Improved reputation, consistency and interoperability Enables better understanding of business, roles and processes Staff morale boosted by working in a controlled environment Major milestone for a service provider: demonstrates professionalism and serious intent Competitive edge for selection of an external service provider Provides method of review that assures continual improvement Ability to develop integrated management system Turns the shoulds into shalls leading to fully integrated processes Service Ltd /14/

12 ISO/IEC processes The generic management system processes The SM processes Service management system (SMS) (4) Management responsibility Governance of processes operated by other parties Establish the SMS Resource management - Scope - PDCA Documentation management Design and transition of new or changed services (5) Capacity management Service reporting Service continuity & availability management Resolution processes (8) Incident and service request management Problem management Service delivery processes (6) Service level management Control processes (9) Configuration management Change management Release and deployment management Resource management Information security management Budgeting & accounting for services Relationship processes (7) Business relationship management Supplier management Service Ltd /14/

13 PDCA methodology applied to SM Service Ltd /14/

14 Further information BSI books o A managers guide to service management o Introduction to the ISO/IEC series APMG web site ISO20000 blogs international.com/author/lynda cooper/ Many LinkedIn forums Qualifications o BCS ISO20000 Foundation o APMG ISO20000 Foundation, Practitioner, Auditor o Exin o PeopleCert Service Ltd /14/

15 Questions Can ISO help you create, deliver, support and improve technology that enables your business? If ISO20000 is based largely on ITIL, then how can ISO20000 be relevant today when ITIL is largely out of date? Do you believe that you can use a standard to help drive change and simplify what, how, who, when and why technology for an organisation? How can ISO20000 help SIAM, Agile, ITSM and business governance? Service Ltd /14/

16 ISO20000 and changing service environments Is ISO20000 applicable for changing services environment such as Cloud, 'as a service' models, SIAM, Devops, LeanITSM, Agile and ITIL. Service Ltd /14/

17 ISO20000 and other frameworks Principle: ISO/IEC should allow the use of any framework, commercial or public, in order to achieve certification. ISO standards are not allowed to favour one framework Service Ltd /14/

18 ISO20000 and ITIL ITIL is the most common framework used with ISO20000 ITIL and ISO20000 have different purposes so they will never be the same CMDB Incident Problem Service Ltd /14/

19 ISO20000, Cloud and as a service models See ISO20000 part 9 the application of ISO/IEC to cloud services A typical cloud services lifecycle is followed with reference to part 1 requirements The scope of part 9 states: o This part of ISO/IEC provides guidance on the use of ISO/IEC :2011 for service providers delivering cloud services. It is applicable to different categories of cloud service, such as those defined in ISO/IEC 17788/ITU-T Y.3500 and ISO/IEC 17789/ITU-T Y.3502, including, but not o o o o o limited to, the following: a) infrastructure as a service (IaaS); b) platform as a service (PaaS); c) software as a service (SaaS). It is also applicable to public, private, community, and hybrid cloud deployment models. The applicability of ISO/IEC is independent of the type of technology or service model used to deliver the services. All requirements in ISO/IEC can be applicable to cloud service providers. Service Ltd /14/

20 ISO20000 and Devops Devops spans entire delivery lifecycle Origins in Agile When preparing for service delivery and delivering, what in ISO20000 is not relevant? Service Ltd /14/

21 ISO20000 and Lean Lean, 6-Sigma o great ways to support continual improvement, a key requirement of ISO20000 The central concern of Lean is the elimination of waste, where waste is work that adds no value to a product or service. Just make sure that any proposed changes to the SMS as a result of LEAN initiatives retain conformity to ISO20000 requirements Service Ltd /14/

22 ISO20000 and Agile Agile what a great way to work for changes, and improvements during service delivery If Agile has been used for development and results in some early delivery of functionality, then a decision needs to be made if this becomes subject to ISO20000 o is there any reason not to? Service Ltd /14/

23 ISO20000 and SIAM Principle: The ISO/IEC series should be applicable to all sizes (very small enterprises, medium and large) and types (public, private, not for profit) of internal or external service providers. Probably only very large organisations will use SIAM Many suppliers in SIAM models can achieve ISO20000 The SIAM broker/lead may only operate a few processes e.g. SLM, BRM, supplier management. They therefore are not (currently) eligible for ISO20000 A study group has been set up to look at the service management and governance of services provided with multiple suppliers. This will review the requirements for additional standards. Service Ltd /14/

24 Not applicable? Can you think of any service models where ISO20000 is not applicable? Service Ltd /14/

25 The future of ISO20000 Service Ltd /14/

26 Drivers for revision All standards reviewed every 5 years remove, keep as is or revise All management system standards are moving to a new common high level structure with some common requirements known as Annex SL Changes in services market mean that the standard needs to be updated Lessons learned, feedback on current standard Other standards that are frequently used with ISO20000 have been revised and changes need to be made to retain alignment (9001 and primarily) Service Ltd /14/

27 Principles of changes Benefit for the service providers using the standard and the customers of the services. Take into account the current market for the standard and allow that market to grow and not be likely to decline. Revision should not be a fundamental change of direction for those working towards certification or currently certified organizations. Transition should be relatively simple and not deter current users of ISO Service Ltd /14/

28 Expected timeline 2018 Part 1 (Requirements) Part 10 (Concepts and vocab) Max. 6 months later Part 2 (Guidance) Part 3 (Scope and applicability) Max. 12 months later Part 5 (Implementation planning Part 6 (requirements for certification) months later Other parts Service Ltd /14/

29 New Annex SL structure related to PDCA PLAN 4. Context of organization 5. Leadership 6. Planning 7. Support DO 8. Operation CHECK 9. Performance evaluation ACT 10. Improvement

30 Specific requirements from ISO/IEC : SMS general requirements o requirements of current clause 4 are superceded by or will be added into standard structure clauses Design and transition 6 Service delivery 7 - Relationship 8 - Resolution 9 - Control Will be added into standard structure clause 8 - Operation

31 Changes in Annex SL to current clause 4 Organisational context Risk based approach more requirements than currently in ISO Objectives not only at top level but also at relevant functions/levels More requirements for monitoring, measurement, analysis and evaluation Service Ltd /14/

32 Terms and definitions New Annex SL terms Some existing terms deleted due to Annex SL same or similar terms Many existing terms have suggestions for improvement Some suggested additions e.g. user Service Ltd /14/

33 Other likely changes Principle: What, not how o E.g. budgeting and accounting to be less prescriptive still requiring control but within the normal financial processes of the organisation o E.g. Remove some prescriptive requirements e.g. list of contents of contracts, to allow for standard contracts with large service providers and cloud providers Principle: Maximum 20 pages of requirements o Avoid duplication o Combine common items together Principle: Minimise customisation of Annex SL text Service Ltd /14/

34 Other likely changes Simplify DTNCS/clause 5 and relationship with change management More emphasis on delivering business value to the customer Interfaces with governance Service Ltd /14/

35 Integration with 9001 and Common structure and some common requirements Alignment with for information security process But ensure that is not implying that there needs to be an ISMS within the SMS. This will simplify the information security requirements in Review the revised 9001 edition and review for any changes needed in Service Ltd /14/

36 Suggested further structural changes Separate joint processes o Service continuity and availability o Incident and service request Combine o Change and release Add processes (or requirements in other clauses/processes) o Portfolio management o Knowledge management (some requirements now added to 9001) o Asset management o Requirements management Delete o Budgeting and accounting Service Ltd /14/

37 ISO20000 future what are your suggestions? Lynda Cooper Service Ltd /14/

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