ISO20000: What it is and how it relates to ITIL v3

Size: px
Start display at page:

Download "ISO20000: What it is and how it relates to ITIL v3"

Transcription

1 ISO20000: What it is and how it relates to ITIL v3 John DiMaria; Certified Six Sigma BB, HISP BSI Product Manager; ICT (ISMS,ITSM,BCM)

2 Objectives and Agenda To raise awareness, to inform and to enthuse ISO20000 what is it? ISO20000 how does it relate to ITIL3? ISO20000 why do you need it? ISO20000 how to achieve certification Summary -2-

3 ISO20000 What is it?

4 ISO/IEC Part 1 Specification for Service Management ISO/IEC : 2005 Part 2 Code of practice for Service Management ISO/IEC :2005 To promote the adoption of an integrated process approach to deliver managed services to meet the business and customer requirements ISO/IEC :

5 Part 1 and Part 2 Audit is against part 1. Assess and Aim initially for minimum requirements part 1; Use Part 2 for guidance and continuous improvement Part 1 Specification Management with appropriate authority shall approve an information security policy that shall be communicated to all relevant personnel and customers where appropriate. Part 2 Code of Practice The service providers staff with information security roles should be conversant with BS7799 (ISO17799/ ISO27001). -5-

6 History UK Government launches IT Infrastructure Library (ITIL) in 1989 ITIL defines best practice processes and procedures ITSMF formed in 1991 to further develop best practice BSI Service Management committee develops a code of practice book and then a standard aligned to ITIL BS first published in 2000 as a specification Early adopters programme led to revised edition in 2002 Certification scheme available from November 2003 Adopted as ISO in December

7 Product Fit ISO ISO ISO 9001:

8 Process mapped to organizational unit Organization IT Manager Operations and Office Automation Software Service Network Management and Telematics Department Desk Print and Mail Project Organization Software Maintenance and Application Management Process -8-

9 The world s first IT service management process standard that provides the industry with a standard that can be used for auditing and assessing internal service providers and external suppliers across the supply chain To help organizations provide a quality service and be cost effective via professional service management Supplier A Supplier B (Lead Supplier) Service Provider Scope of ISO Customer Supplier 12 Supplier 23-9-

10 ISO20000 Process Framework -10-

11 Plan, Do, Check, Act Management System Manage Services Business requirements Customer requirements Management Responsibility PLAN Plan service management Business Results Customer Satisfaction Request for new or changed services Other process, business, supplier, customer Other Teams, e.g. Security ACT Continuous Improvement CHECK Monitor, Measure and Review DO Implement Service Management New or changed service Other process, business, supplier, customer Team & People Satisfaction Source: ISO

12 ISO20000 How does it relate to ITIL

13 IT Service Management Framework -13-

14 ITIL v3 Lifecycle Framework Governance Methods Standards Alignment Continual Service Improvement Knowledge & Skills Case Studies Service Design Service Strategies Specialty Topics Templates ITIL Service Operation Scalability Continual Service Improvement Service Transition Continual Service Improvement Executive Introduction Quick Wins Study Aids (c) Crown Copyright 2007 Reproduced under Licence from OGC Qualifications -14- ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office

15 Common processes across ISO20000 and ITIL v3 Incident Management Problem Management Service Level Management Service Reporting Supplier Management Capacity Management Information Security Management Change Management -15-

16 Similar processes across ISO20000 and ITIL v3 Release Management Release and Deployment Management in ITIL v3 It additionally covers deployment approaches and knowledge transfer in more detail, and early life support Configuration Management Service Asset and Configuration Management in ITIL v3 Manages service assets from acquisition to disposal Provides a configuration model of services, assets and infrastructure, and their relationships Service Continuity and Availability Management Two separate processes in ITIL v3 Budgeting and Accounting for IT Services Financial Management in ITIL v3-16-

17 Processes within ISO20000 but not ITIL v3 Business Relationship Management This is mentioned briefly in the ITIL v3 Service Strategy book but is not expanded to be a process Some elements such as Customer Satisfaction Survey and addressing complaints are covered in the ITIL3 SLM process -17-

18 Functions ISO20000 None ISO20000 is process based and does not cover functions ITIL v3 Service Desk IT Operations Management Application Management Technical Management -18-

19 Roles ISO20000 ITIL v3 Top/Executive Management Senior Responsible Owner not defined Process Owners not defined Contract Managers Individual(s) responsible for customer satisfaction and the whole business relationship process not defined not defined not defined not defined not defined Service Owners Process Owners/Managers Functional Group Managers Contract Managers Business Relationship Manager Product Manager Service Design Manager Chief Sourcing officer -19-

20 Key Corresponding Documents ISO20000 Service Improvement Policy Configuration Management Policy Release Policy Financial Policy Information Security Policy Service Level Agreements, Supporting Service Agreements and Contracts Emergency Change Policy Service Improvement Policy Plan for improving the service Availability, Service Continuity, Capacity, Roll Out and Release Plans Documented Processes and Procedures ITIL v3 Continual Service Improvement Policy Service Asset and Configuration Management Policies Release Policy Financial Plans and Budgets Information Security Policy Service Level Agreements, Operating Level Agreements and Contracts Change Management Plans Service Improvement Plans Availability, IT Service Continuity, IT Recovery, Capacity and Release Plans Appropriate Process Documentation -20-

21 Other Key Documents ISO20000 Service Management Policy Service Management Plan Definitions of Service Management Roles, Responsibilities and their competencies Framework of Management Roles and Responsibilities Plans for New and Changed Services Document Management Procedures Risk Management Approach Methods for Monitoring and Measuring Processes Audit Procedure and Audit Plan Complaints process Security Controls List of Stakeholders and Customers Service Report Descriptions -21- ITIL v3 Stakeholder Management Strategy Service Portfolio Service Design Package Service Level Package Test Strategy Service Catalogue Reporting Policy Knowledge Management Strategy Projected Service Outage Change Schedule

22 Mapping Summary ISO20000 ITIL v3 Standard and Code of Practice Best Practice Certification for a service provider Definitive high-level requirements for processes and management system Organisational structure independent 13 processes; no functions, lifecycle not explicitly specified Definitive set of required documents Qualifications for individuals Detailed Best Practice guidance, description and implementation aids Defines many function and process roles and responsibilities 26 processes and four functions documented in five lifecycle stages Descriptions of key documentation -22-

23 ISO20000 Why do you need it?

24 Why do we need Service Management? The Business is more and more dependent on IT Complexity of Technology constantly Increases Customers are demanding more for less Global competitiveness growing at rapid rate requiring a more flexible approach to integration Stronger focus on controlling costs of IT Low customer satisfaction levels (Not surveys) Information Governance Regulations Customers have become services focused with a strong orientation related to service levels and costs. -24-

25 Drivers Move from investing in tools to develop software to managing the quality of these systems and linked processes once they are live The need to deliver cost effective service delivery Lack of guidance and accepted standards Raising the profile of the IT department Government / ITIL / ISO20000 I n v e s t m e n t Internal Services Quality Employee retention Value Employee for satisfaction customers Employee productivity Customer satisfaction Customer loyalty Revenue growth Profitability -25-

26 Drivers to achieving certification to ISO20000 External service providers ISO20000 is becoming a basic bid requirement especially for IT Service Providers, in the same way as ISO9000 ten years ago Gives confidence to customers in selecting an external service provider who is ISO20000 certified Provides a competitive edge Internal service providers Significant milestone for an IT department demonstrating professionalism that has been independently certified Generic drivers for all Hard evidence that Quality of ITSM is taken seriously Supports the business to operate more effectively Enforces a method of review and assessment linked to continuous improvement Staff morale boosted by working in a controlled environment Enforces process compliance by turning the shoulds into shalls so that all the benefits of best practice ITSM will be gained -26-

27 Certification to ISO ISO is increasingly seen as the quality standard for IT Service Management Many companies striving to adopt for its benefits to them and to also help qualify and choose suppliers and partner organizations Only a formal certification scheme provides independent verification of compliance Raises internal profile -27-

28 Gartner view of ISO By 2008 ITIL Compliance will be a buying criteria in 75% of relevant IT sourcing decisions (0.8 probability) By year end 2008 at least 60% public sector and at least 30% private sector relevant IT sourcing deals in mature ICT economies will demand ISO/IEC certification in their RFPs (0.6 probability) -28-

29 Samsung Case Study Benefits Verification of IT services delivery meeting the needs of our topnotch customers 37.5% reduction in operational problems through proactive problem management Paradigm shift on IT service management from the technology-centered to the customeroriented Demonstrating strengths as a strategic partner in IT outsourcing market both internally and externally -29-

30 ISO20000 How to achieve certification

31 Implementing Service Management Some of the biggest challenges IT teams face when implementing Service Management include: 1) getting the attention and commitment of senior management and 2) ensuring acceptance and adoption of managed change throughout the organization. -31-

32 Implementing Service Management Service Improvement Program Preparation Assessment Implementation What is the vision? What are our objectives? Where are we now? Where do we want to be? Are we there? How do we get there? -32-

33 Implementing Service Management Preparation Assessment Implementation -33-

34 Preparing for ISO

35 Planning and Business case Use gap analysis to plan way forward including quick wins Costs: Auditors Internal staff involvement External consultancy Training Tools Benefits: Quantifiable service improvements, staff savings, cost savings and control, holding onto contracts, winning contracts if requirement of bids, taking on more services with same staff numbers etc Non-quantifiable quality improvements, competitive edge, staff morale, customer satisfaction etc -35-

36 Establish Management System and Processes Use a process approach to implementation Examine each key component in the process Examine issues Compare current status VS requirements Take action on the differences and improve Organizational skills assessment and training plan Use a specified case study as guidance Process ownership R esponsibility A uthority S kills A ccountability R ecognition The RASAR s edge -36-

37 Certification Assessment Stages Pre- audit assessment (optional) Documentation Assessment Compliance Assessment Pre-certification Certification Body Issues Certificate Continuing Assessment Triennial Re-assessment Post-certification -37-

38 Common Pit Falls to implementation 1. Existing processes & procedures did not always align 2. Some processes did NOT exist, others not being used 3. Some staff did not really understand the difference between process & procedure 4. Implementation resource staff still had to do their day job 5. Staff reluctant to admit if they don t know or understand requirements 6. Scope creep 7. Not EVERYTHING recorded or measured, especially performance of identified improvements 8. Concentration on tools rather than process implementation -38-

39 How long will it take? For a company who has not yet implemented ITIL Approx. 18 months 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 -39-

40 Summary

41 Qualifications ISO20000 consultant (ITSMF) 3 day course examining part 1, part 2 and the certification process Pre-requisite is ITIL Foundation + 5 years relevant IT experience ISO20000 auditor (ITSMF) 2 day course examining part 1 in detail with an overview of part 2 and the certification process Pre-requisite is ISO9000/ISO27001/TickIT certified auditor or certified internal auditor Service Quality Management Foundation (EXIN) 3 day course examining part 1, part 2 and the quality management systems in ISO9000 Pre-requisite is IT Service Management experience, preferably the ITIL Foundation Many training providers offer non-accredited courses including awareness, planning to implement ISO

42 ISO Publicly AvaliableTraining Understanding ISO 20000: Day ISO 20000: Internal Auditor course 3 Days Implementing ISO 20000: Days Lead Auditor ISO 20000: Days Expected Launch October

43 ISO20000 Certified Organizations 161 Certified Organizations at April 2007 External:Internal service provider ratio is approx. 2:1-43-

44 ISO The Future Businesses are beginning to demonstrate increasing demand for ISO :2005 certification Certification will become a key market differentiator and pivotal in the selection of supplier and partner organizations. Because of it s strong structure and ability to show ROI, ISO will be THE frame work of choice for IT Service Management. The standard itself will evolve to aid clarity, respond to feedback and align with ITIL3-44-

45 References ISO/IEC ISO20000 pocket guide BSI: Achieving ISO20000 series BSI: A managers guide to service management BSI: Self assessment workbook ITSMF Certification scheme -45-

46 Thank You

ISO/IEC 20000 Part 1 the next edition. Lynda Cooper project editor for ISO20000 part 1

ISO/IEC 20000 Part 1 the next edition. Lynda Cooper project editor for ISO20000 part 1 ISO/IEC 20000 Part 1 the next edition Lynda Cooper project editor for ISO20000 part 1 Agenda The ISO20000 series Why has it changed Changes ITIL3 impact New requirements Changed requirements How to prepare

More information

ISO/IEC 20000 Part 1 the next edition

ISO/IEC 20000 Part 1 the next edition ISO/IEC 20000 Part 1 the next edition Lynda Cooper Independent Consultant UK representative to ISO and project editor for ISO20000 part 1 Synopsis ISO/IEC 20000 part 1 was published in 2005. Since then,

More information

Domenico Raguseo. IT Governance e Business Technology (approfondimenti su ITIL)

Domenico Raguseo. IT Governance e Business Technology (approfondimenti su ITIL) IT Governance e Business Technology (approfondimenti su ITIL) Domenico Raguseo Italy Client Technical Professional Manager SW Europe Service Management Solution Architect Leader http://www.linkedin.com/in/dragus

More information

Criticism of Implementation of ITSM & ISO20000 in IT Banking Industry. Presented by: Agus Sutiawan, MIT, CISA, CISM, ITIL, BSMR3

Criticism of Implementation of ITSM & ISO20000 in IT Banking Industry. Presented by: Agus Sutiawan, MIT, CISA, CISM, ITIL, BSMR3 Criticism of Implementation of ITSM & ISO20000 in IT Banking Industry Presented by: Agus Sutiawan, MIT, CISA, CISM, ITIL, BSMR3 Outline What is IT Service Management What is ISO 20000 Step by step implementation

More information

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

ISO/IEC present and future - applicable to all IT enabled services Lynda Cooper BCS SMSG July 2015 ISO/IEC 20000 present and future - applicable to all IT enabled services Lynda Cooper BCS SMSG July 2015 Service 20000 Ltd 2015 8/14/2015 1 Lynda Cooper Project editor ISO/IEC 20000-1 Chair of BSI committee

More information

The Future of Best Practices in IT Service Management - ITIL Version 3 Explained

The Future of Best Practices in IT Service Management - ITIL Version 3 Explained The Future of Best Practices in IT Service Management - ITIL Version 3 Explained Reg Harbeck CA Monday, August 13, 2007 Session 1455 ITIL V3: The Processes Governance Processes: Service Measurement Service

More information

BCS Specialist Certificate in Business Relationship Management Syllabus. Version 1.9 March 2015

BCS Specialist Certificate in Business Relationship Management Syllabus. Version 1.9 March 2015 BCS Specialist Certificate in Business Relationship Management Syllabus Version 1.9 March 2015 BCS Specialist Certificate in Business Relationship Management Syllabus Contents Change History... 2 Rationale...

More information

-Blue Print- The Quality Approach towards IT Service Management

-Blue Print- The Quality Approach towards IT Service Management -Blue Print- The Quality Approach towards IT Service Management The Qualification and Certification Program in IT Service Management according to ISO/IEC 20000 TÜV SÜD Akademie GmbH Certification Body

More information

Topics. Why do people think they need a CMDB? What has configuration management become in the 21 st century?

Topics. Why do people think they need a CMDB? What has configuration management become in the 21 st century? What has configuration management become in the 21 st century? Shirley Lacy Director, ConnectSphere Limited; Co-author of ITIL V3 Transition; Vice Chair of the BCS CMSG; BCS and BSI representative on ISO

More information

ITIL v3 Service Manager Bridge

ITIL v3 Service Manager Bridge ITIL v3 Service Manager Bridge Course Length: 5 Days Course Overview This 5 day hands on, certification training program enables ITIL Version 2 certified Service Managers to upgrade their Service Manager

More information

Frameworks for IT Management

Frameworks for IT Management Frameworks for IT Management Copyright protected. Use is for Single Users only via a VHP Approved License. For information and printed versions please see www.vanharen.net 18 ITIL - the IT Infrastructure

More information

ITIL V3 - The Future Is Here

ITIL V3 - The Future Is Here ITIL V3 - The Future Is Here Copyright Notice Copyright Axios Systems 2007. The information, which is contained in this document, is the property of Axios Systems. The contents of the document must not

More information

Introduction to ITIL for Project Managers

Introduction to ITIL for Project Managers CSC NORTH AMERICAN PUBLIC SECTOR Introduction to ITIL for Project Managers May Chantilly Luncheon Linda Budiman, PMP ITILv2 & ITILv3 Process Architect ITIL Service Manager, CobiT certified 5/13/2008 8:08:45

More information

Name: Lynda Cooper Date: November 24th. Revising ISO/IEC 20000 to fit the future of service management

Name: Lynda Cooper Date: November 24th. Revising ISO/IEC 20000 to fit the future of service management Name: Lynda Cooper Date: November 24th Revising ISO/IEC 20000 to fit the future of service management Agenda Brief overview of ISO20000 Changes Why and How What Your views and how you can influence the

More information

Determining Best Fit. for ITIL Implementations

Determining Best Fit. for ITIL Implementations Determining Best Fit for ITIL Implementations Michael Harris President David Consulting Group Agenda Why ITIL? The Evolution of IT Metrics Towards the Business What do businesses need from IT Introduction

More information

IT Organisation in Change

IT Organisation in Change IT Organisation in Change ENTERPRISE SOFTWARE ENGINEERING & SOFTWARE ENGINEERING IN THE ENTERPRISE IT change Quality of IT s Costs of IT s change Future Now Perfect IT s Business Demands Can we deliver?

More information

CHArTECH BOOkS MANAgEMENT SErIES INTrODuCINg ITSM AND ITIL A guide TO IT SErvICE MANAgEMENT www.icaew.com/itfac

CHArTECH BOOkS MANAgEMENT SErIES INTrODuCINg ITSM AND ITIL A guide TO IT SErvICE MANAgEMENT www.icaew.com/itfac Chartech Books Management Series Introducing ITSM and ITIL A Guide to IT Service Management www.icaew.com/itfac Introducing ITSM and ITIL A Guide to IT Service Management by Colin Rudd This report is published

More information

ITIL Foundation Course 2 - Introduction to ITSM

ITIL Foundation Course 2 - Introduction to ITSM ITIL Foundation Course 2 - Introduction to ITSM Lesson Slide 1 ITSM as a Practice Topics Discussed The Practice of IT Service Management Good Practice Service Service Management Process Model Practice

More information

Preparation Guide. EXIN IT Service Management Associate based on ISO/IEC 20000

Preparation Guide. EXIN IT Service Management Associate based on ISO/IEC 20000 Preparation Guide EXIN IT Service Management Associate based on ISO/IEC 20000 Edition January 2014 Copyright 2014 EXIN All rights reserved. No part of this publication may be published, reproduced, copied

More information

San Francisco Chapter. Cassius Downs Network Edge LLC

San Francisco Chapter. Cassius Downs Network Edge LLC Cassius Downs Network Edge LLC ITIL History ITIL Books V3 Objectives Business Benefits of V3 V3 Changes Training & Certification V2 or V3? Summary 2 The 12 Rules 1. EXERCISE Rule #1: Exercise boosts brain

More information

IPMA 2006 ITIL in Practice The Alignability Process Model and HP OpenView Service Desk

IPMA 2006 ITIL in Practice The Alignability Process Model and HP OpenView Service Desk IPMA 2006 ITIL in Practice The Alignability Process Model and HP OpenView Service Desk Presented by and Lilien Systems ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office

More information

ISO/IEC 20000 ITIL Service Management V.2 V s V.3 Project ACE Andy Evans Programme Director and Strategic Programme Advisor

ISO/IEC 20000 ITIL Service Management V.2 V s V.3 Project ACE Andy Evans Programme Director and Strategic Programme Advisor ISO/IEC 20000 ITIL Service Management V.2 V s V.3 Project ACE Andy Evans Programme Director and Strategic Programme Advisor Introduction Andy Evans 7 years with the Global Brand Leader in IT Service Management

More information

ITIL & The Service Oriented Approach. Vivek Shrivastava

ITIL & The Service Oriented Approach. Vivek Shrivastava Vivek Shrivastava Speaker Introduction Vivek Shrivastava Experienced in numerous aspects of IT during a 15 year career (Dev, QA, Bus Analysis, Project Management, Process Improvement, Service Management,

More information

Best Practice ITIL (Information Technology Infrastructure Library)

Best Practice ITIL (Information Technology Infrastructure Library) Best Practice ITIL (Information Technology Infrastructure Library) To achieve G H Bank s overall objectives, the Information Technology Group must provide excellent cutting-edge IT services to all stakeholders

More information

Tutorial: Towards better managed Grids. IT Service Management best practices based on ITIL

Tutorial: Towards better managed Grids. IT Service Management best practices based on ITIL Tutorial: Towards better managed Grids. IT Service Management best practices based on ITIL EGI Technical Forum 2011, Lyon (France) September 22, 2011 Dr. Thomas Schaaf www.gslm.eu EMERGENCE TECH LTD. The

More information

Preparation Guide. EXIN IT Service Management Associate Bridge based on ISO/IEC 20000

Preparation Guide. EXIN IT Service Management Associate Bridge based on ISO/IEC 20000 Preparation Guide EXIN IT Service Management Associate Bridge based on ISO/IEC 20000 Edition January 2014 Copyright 2014 EXIN All rights reserved. No part of this publication may be published, reproduced,

More information

Hong Kong Information Security Group TRAINING AGENDA

Hong Kong Information Security Group TRAINING AGENDA TRAINING AGENDA THE ITIL FOUNDATION CERTIFICATE IN IT SEVICE MANAGEMENT The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of

More information

List of courses offered by Marc Taillefer

List of courses offered by Marc Taillefer ISO/IEC 20000 Foundation (IS20F.EN) List of courses offered by Marc Taillefer Designed to provide knowledge of what an IT service management system is and the minimum requirements that service providers

More information

Introduction to the ISO/IEC 20000 Series

Introduction to the ISO/IEC 20000 Series Introduction to the ISO/IEC 20000 Series IT Service Management Introduction to the ISO/IEC 20000 Series IT Service Management Jenny Dugmore and Shirley Lacy First published in the UK in 2011 by BSI 389

More information

IT Service Management (ITSM) & IT Infrastructure Library (ITIL) Overview

IT Service Management (ITSM) & IT Infrastructure Library (ITIL) Overview IT Service (ITSM) & IT Infrastructure Library (ITIL) Overview September 2005 Hamid Nouri President, Nouri Associates Client Briefing What is IT Infrastructure Library (ITIL)? Information Technology Infrastructure

More information

ITIL Foundation for IT Service Management 2011 Edition

ITIL Foundation for IT Service Management 2011 Edition ITIL Foundation for IT Service Management 2011 Edition ITIL Rev 03.12 3 days Description ITIL (IT Infrastructure Library) provides a practical, no-nonsense framework for identifying, planning, delivering

More information

Is ITIL All Theory and No Practice?

Is ITIL All Theory and No Practice? Is ITIL All Theory and No Practice? Carolyn M. Hennings PMP, IT Service Manager ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered

More information

Contents. viii. 4 Service Design processes 57. List of figures. List of tables. OGC s foreword. Chief Architect s foreword. Preface.

Contents. viii. 4 Service Design processes 57. List of figures. List of tables. OGC s foreword. Chief Architect s foreword. Preface. iii Contents List of figures List of tables OGC s foreword Chief Architect s foreword Preface Acknowledgements v vii viii 1 Introduction 1 1.1 Overview 4 1.2 Context 4 1.3 Purpose 8 1.4 Usage 8 2 Management

More information

ITIL V3 Foundation Certification - Sample Exam 1

ITIL V3 Foundation Certification - Sample Exam 1 ITIL V3 Foundation Certification - Sample Exam 1 The new version of ITIL (Information Technology Infrastructure Library) was launched in June 2007. ITIL V3 primarily describes the Service Lifecycle of

More information

An ITIL Perspective for Storage Resource Management

An ITIL Perspective for Storage Resource Management An ITIL Perspective for Storage Resource Management BJ Klingenberg, IBM Greg Van Hise, IBM Abstract Providing an ITIL perspective to storage resource management supports the consistent integration of storage

More information

ITIL's IT Service Lifecycle - The Five New Silos of IT

ITIL's IT Service Lifecycle - The Five New Silos of IT The workable, practical guide to Do IT Yourself Vol. 4.01 January 1, 2008 ITIL's IT Service Lifecycle - The Five New Silos of IT By Rick Lemieux In my last article I spoke about IT s evolution from its

More information

IT Service Management ITIL, COBIT

IT Service Management ITIL, COBIT IT Service Management ITIL, COBIT Bülent Ekuklu Business Development Executive IBM Global Services Global Conditions are Changing 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Agriculture Manufacturing Service

More information

ITSM vs EA KAOS 10.3.2014

ITSM vs EA KAOS 10.3.2014 ITSM vs EA KAOS ITSM vs EA SH Needs Business Goals 2 GOVERNANCE EVALUATE PLANNING ITSM IMPROVING OPERATING Business Programs Projects DEVELOPING EA IMPLEMENTING IT service - ITIL 3 Lifecycle approach Service

More information

The ITIL v.3. Foundation Examination

The ITIL v.3. Foundation Examination The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 4, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.

More information

Introduction to ITIL

Introduction to ITIL Introduction to ITIL Martin Sarnovský Department of Cybernetics and Artificial Intelligence Faculty of Electrical Engineering and Informatics Technical University of Košice Content IT Service IT Management

More information

ITIL: What is it? How does ITIL link to COBIT and ISO 17799?

ITIL: What is it? How does ITIL link to COBIT and ISO 17799? ITIL: What is it? How does ITIL link to COBIT and ISO 17799? 1 What is ITIL? The IT Infrastructure Library A set of books comprising an IT service management Best Practices framework An industry of products,

More information

2005 Kasse Initiatives, LLC version 1.2. ITIL Overview - 1

2005 Kasse Initiatives, LLC version 1.2. ITIL Overview - 1 ITIL IT Infrastructure Library Overview ITIL Overview - 1 Vocabulary Incident - any event which is not part of the standard operation of a service and which causes or may cause an interruption to or reduction

More information

EXIN Foundation in IT Service Management based on ISO/IEC 20000

EXIN Foundation in IT Service Management based on ISO/IEC 20000 Preparation Guide EXIN Foundation in IT Service Management based on ISO/IEC 20000 Edition June 2015 Copyright 2015 EXIN All rights reserved. No part of this publication may be published, reproduced, copied

More information

The ITIL Story. Pink Elephant. The contents of this document are protected by copyright and cannot be reproduced in any manner.

The ITIL Story. Pink Elephant. The contents of this document are protected by copyright and cannot be reproduced in any manner. 1. ITIL Defined The Information Technology Infrastructure Library (ITIL) is a set of guidance developed by the United Kingdom s Office Of Government Commerce (OGC). The guidance, documented in a set of

More information

ITIL CSI 2011 Vernon Lloyd

ITIL CSI 2011 Vernon Lloyd ITIL CSI 2011 Vernon Lloyd 12 th December 2011 Implementing or Improving? Vernon Lloyd International Client Director Fox IT Without change there is no innovation, creativity, or incentive for improvement

More information

Preparation Guide. IT Service Management Foundation Bridge based on ISO/IEC 20000

Preparation Guide. IT Service Management Foundation Bridge based on ISO/IEC 20000 Preparation Guide IT Service Management Foundation Bridge based on ISO/IEC 20000 Edition April 2011 Copyright 2011 EXIN All rights reserved. No part of this publication may be published, reproduced, copied

More information

ITIL. Lifecycle. www.alctraining.com.my. ITIL Intermediate: Continual Service Improvement. Service Strategy. Service Design. Service Transition

ITIL. Lifecycle. www.alctraining.com.my. ITIL Intermediate: Continual Service Improvement. Service Strategy. Service Design. Service Transition Take your ITIL skills to the next level ITIL Lifecycle ITIL Intermediate: Part of the complete ITIL Education Program Advance your career Add value to your organisation Gain credits towards ITIL Expert

More information

Software Asset Management (SAM) and ITIL Service Management - together driving efficiency

Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Ian Preskett MIET C.Eng. MBCS CITP Software Asset Management Consultant ian.preskett@ipassociatesltd.co.uk Agenda

More information

Course: Information Security Management in e-governance. Day 1. Session 3: Models and Frameworks for Information Security Management

Course: Information Security Management in e-governance. Day 1. Session 3: Models and Frameworks for Information Security Management Course: Information Security Management in e-governance Day 1 Session 3: Models and Frameworks for Information Security Management Agenda Introduction to Enterprise Security framework Overview of security

More information

SD0-302 Service Desk Manager Qualification

SD0-302 Service Desk Manager Qualification SD0-302 Service Desk Manager Qualification Version 4.5 Topic 1, Volume A QUESTION NO: 1 What is the key outcome of keeping commitments to users, team members and organizations? A. It boosts credibility,

More information

Preparation Guide. Side entry to the EXIN Expert in IT Service Management based on ISO/IEC 20000

Preparation Guide. Side entry to the EXIN Expert in IT Service Management based on ISO/IEC 20000 Preparation Guide Side entry to the EXIN Expert in IT Service Management based on ISO/IEC 20000 Edition June 2015 Copyright 2015 EXIN All rights reserved. No part of this publication may be published,

More information

Aligning CMMI & ITIL. Where Am I and Which Way Do I Go? 2006 - cognence, inc.

Aligning CMMI & ITIL. Where Am I and Which Way Do I Go? 2006 - cognence, inc. Aligning CMMI & ITIL Where Am I and Which Way Do I Go? 2006 - cognence, inc. Agenda Where Am I? Current Situation Process Improvement Objectives How Do I Get There? CMMI ITIL Mapping, Commonalities, Differences

More information

Service management. The future. Colin Rudd FSM, FBCS, CITP, CEng, FLPI, (Lisbon October 2013)

Service management. The future. Colin Rudd FSM, FBCS, CITP, CEng, FLPI, (Lisbon October 2013) management The future (Lisbon October 2013) Colin Rudd FSM, FBCS, CITP, CEng, FLPI, Chairman itsmf UK Management consultant, mentor and coach ITIL Author IT Enterprise Management Ltd. colin.rudd@itsmf.co.uk

More information

Introduction: ITIL Version 3 and the ITIL Process Map V3

Introduction: ITIL Version 3 and the ITIL Process Map V3 Introduction: ITIL Version 3 and the ITIL Process Map V3 IT Process Maps www.it-processmaps.com IT Process Know-How out of a Box IT Process Maps GbR, 2009-2 - Contents HISTORY OF ITIL... 4 The Beginnings...

More information

An Implementation Roadmap

An Implementation Roadmap An Implementation Roadmap The 2nd Abu Dhabi IT s Forum P J Corum, CSQA, CSTE, ITSM Managing Director Quality Assurance Institute Middle East and Africa Dubai, UAE Quality Assurance Institute Middle East

More information

ITIL Version 3.0 What It Means to You

ITIL Version 3.0 What It Means to You Expert Reference Series of White Papers ITIL Version 3.0 What It Means to You 1-800-COURSES www.globalknowledge.com ITIL Version 3.0 What It Means to You Hank Marquis, Chief Technology Officer, itsm Solutions,

More information

ITIL V3 Service Lifecycle - Design

ITIL V3 Service Lifecycle - Design ITIL V3 Service Lifecycle - Design Course Length: 3 Days Course Overview This hands-on course leads to a Certificate in ITIL V3 Service Lifecycle Management - Service Design. Upon successful completion,

More information

BCS Specialist Certificate in Service Desk & Incident Management Syllabus

BCS Specialist Certificate in Service Desk & Incident Management Syllabus BCS Specialist Certificate in Service Desk & Incident Management Syllabus Version 1.8 March 2015 BCS Specialist Certificate in Service Desk & Incident Management Syllabus Contents Change History... 2 Rationale...

More information

EXIN IT Service Management Foundation based on ISO/IEC 20000

EXIN IT Service Management Foundation based on ISO/IEC 20000 Sample Exam EXIN IT Service Management Foundation Edition October 2013 Copyright 2013 EXIN All rights reserved. No part of this publication may be published, reproduced, copied or stored in a data processing

More information

Effects of the British Standard for IT Service Management

Effects of the British Standard for IT Service Management Strategic Planning, S. Mingay, M. Govekar Research Note 4 March 2002 Effects of the British Standard for IT Service Management The release of the British Standard for IT Service Management (BS15000) marks

More information

etom, ITIL & ISO/IEC20000 harmonization Matthew Burrows (BSMimpact) & Megan Pendlebury (itsmf UK) November 2008 www.itsmf.co.uk

etom, ITIL & ISO/IEC20000 harmonization Matthew Burrows (BSMimpact) & Megan Pendlebury (itsmf UK) November 2008 www.itsmf.co.uk etom, ITIL & ISO/IEC20000 harmonization Matthew Burrows (BSMimpact) & Megan Pendlebury (itsmf UK) November 2008 Background What is ISO/IEC20000? International standard that defines the requirements for

More information

Practical IT Service Management: Rapid ITIL Without Compromise

Practical IT Service Management: Rapid ITIL Without Compromise W H I T E P A P E R Practical IT Service : Rapid ITIL Without Compromise John Custy IT Service Consultant and Managing Consutant JPC Group Executive Summary All businesses face challenges providing the

More information

Free ITIL v.3. Foundation. Exam Sample Paper 1. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass

Free ITIL v.3. Foundation. Exam Sample Paper 1. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass Free ITIL v.3. Foundation Exam Sample Paper 1 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1. What is the main reason

More information

Building a Service Catalog: A Practical Approach to get to an Actionable State with your Service Catalog - Part 1 15 October 2008

Building a Service Catalog: A Practical Approach to get to an Actionable State with your Service Catalog - Part 1 15 October 2008 Building a Service Catalog: A Practical Approach to get to an Actionable State with your Service Catalog - Part 1 Agenda 2:30 2:45 Introductions and Overview 2:45 3:45 Service Catalog Overview 3:45 4:00

More information

The ITIL Story White Paper

The ITIL Story White Paper The ITIL Story White Paper Produced By: Pink Elephant Version: 3.3 Date of Publication: September, 2004 Table of Contents 1. ITIL Defined... 3 2. Non-Proprietary... 4 3. Concepts Behind The Library...

More information

What Every Project Manager should know about ITIL s Service Lifecycle Framework. Daniel Cayouette PMP - daniel@cayouette.

What Every Project Manager should know about ITIL s Service Lifecycle Framework. Daniel Cayouette PMP - daniel@cayouette. What Every Project Manager should know about ITIL s Lifecycle Framework Daniel Cayouette PMP - daniel@cayouette.com Sept 19, 2009 1 Presentation Objectives This presentation will provide a high-level view

More information

Future of CMM and Quality Improvement. Roy Ko Hong Kong Productivity Council

Future of CMM and Quality Improvement. Roy Ko Hong Kong Productivity Council Future of CMM and Quality Improvement Roy Ko Hong Kong Productivity Council 1 Agenda Future Development of CMMI CMMI and Small Organizations CMMI and Agile Development Good Enough Quality CMMI and Other

More information

ITIL Update: By Kirk Holmes Holmes and Associates, Inc. Presented March 5, 2008. 2008 Holmes and Associates, Inc.

ITIL Update: By Kirk Holmes Holmes and Associates, Inc. Presented March 5, 2008. 2008 Holmes and Associates, Inc. ITIL Update: A Version 3 Overview By Kirk Holmes Holmes and Associates, Inc. Presented March 5, 2008 to DC SPIN 2008 Holmes and Associates, Inc. 1700 Rockville Pike, Suite 400 Rockville, MD 20852 (301)

More information

INTERNATIONAL JOURNAL OF ENGINEERING SCIENCES & RESEARCH TECHNOLOGY

INTERNATIONAL JOURNAL OF ENGINEERING SCIENCES & RESEARCH TECHNOLOGY [Sultana, 2(4): April, 2013] ISSN: 2277-9655 IJESRT INTERNATIONAL JOURNAL OF ENGINEERING SCIENCES & RESEARCH TECHNOLOGY A Case Study on Implementing ITIL in Business Organization Considering Business Benefits

More information

ITIL vs. ISO/IEC 20000: Similarities and Differences & Process Mapping

ITIL vs. ISO/IEC 20000: Similarities and Differences & Process Mapping ITIL vs. ISO/IEC 20000: Similarities and Differences & Process Mapping White paper March 14, 2014 Scope of this document This document is intended for IT Professionals who are deciding on how to implement

More information

ITIL V3 and ISO/IEC 20000

ITIL V3 and ISO/IEC 20000 For IT Service Management ITIL V3 and ISO/IEC 20000 Jenny Dugmore and Sharon Taylor Alignment White Paper March 2008 ITIL V3 and ISO/IEC 20000 Background For some years the close relationship between ITIL

More information

The Rise of Service Level Management. Gary Case

The Rise of Service Level Management. Gary Case pink elephant WHITE PAPER: The Rise of Service Level Management in ITIL V3 The Rise of Service Level Management in ITIL V3 february, 2010 Gary Case Principal Consultant, Pink Elephant Table of Contents

More information

SC7-ISO20000 Alignment issues Aligning ITIL to existing ISO JTC1- SC7 Software Engineering Standards

SC7-ISO20000 Alignment issues Aligning ITIL to existing ISO JTC1- SC7 Software Engineering Standards SC7-ISO20000 Alignment issues Aligning ITIL to existing ISO JTC1- SC7 Software Engineering Standards Dr. A.April ETS University Table of Contents Objectives Audience Current clash An ITIL overview ISO

More information

Nuove tendenze : Standard e relative Certificazioni ICT. AIEA - Sessione di Studio Milano 07.06.2013

Nuove tendenze : Standard e relative Certificazioni ICT. AIEA - Sessione di Studio Milano 07.06.2013 Nuove tendenze : Standard e relative Certificazioni ICT AIEA - Sessione di Studio Milano 07.06.2013 Today s AGENDA Green Mill Solutions Company Facts Overview Scope Main Areas for IT & Business Alignment

More information

Storage Management Within the NEW ITIL Version 3 Context. Dr. D. Akira Robinson, IT Governance Management, Ltd. Dept of Navy

Storage Management Within the NEW ITIL Version 3 Context. Dr. D. Akira Robinson, IT Governance Management, Ltd. Dept of Navy Storage Management Within the NEW ITIL Version 3 Context Dr. D. Akira Robinson, IT Governance Management, Ltd. Dept of Navy Why ITIL? Total dependence on Information Technology Need to deal with complexity

More information

Policy Title: Information and Communication Technologies (ICT) Service Management Policy. Policy Number: P60122

Policy Title: Information and Communication Technologies (ICT) Service Management Policy. Policy Number: P60122 Policy Title: Information and Communication Technologies (ICT) Service Management Policy Policy Number: P60122 Section Reference Policy Contents Page(s) 1. Policy Administration 2 2. Policy Objective,

More information

EDUCORE ISO 20000 Expert Training

EDUCORE ISO 20000 Expert Training EDUCORE ISO 20000 Expert Training Overview ISO/IEC 20000 is the first international standard for IT service management. It was developed in 2005, by ISO/IEC JTC1 SC7 and revised in 2011. ISO/IEC 20000-1:2005

More information

IBM and the IT Infrastructure Library.

IBM and the IT Infrastructure Library. IBM Global Services September 2004 IBM and the IT Infrastructure Library. How IBM supports ITIL and provides ITIL-based capabilities and solutions Page No. 2 Contents ITIL Planning for Service 2 Executive

More information

Y AR ISSUE COMPLIMENT

Y AR ISSUE COMPLIMENT COMPLIMENTARY ISSUE The IT Infrastructure Library An Introductory Overview of ITIL Version 1.0a Written by: Colin Rudd items Ltd Contributor: Gary Hodgkiss CGE&Y Edited by: Alison Cartlidge Xansa Published

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 4.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

Specialist Certificate in Business Relationship Management Syllabus. Version 1.2

Specialist Certificate in Business Relationship Management Syllabus. Version 1.2 Specialist Certificate in Business Relationship Management Syllabus Version 1.2 August 2010 Specialist Certificate in Business Relationship Management Syllabus Contents Rationale...2 Aims and Objectives...2

More information

Service Strategy. Process orientation Terminology Inputs and outputs Activities Process flow / diagram Process Roles Challenges KPIs

Service Strategy. Process orientation Terminology Inputs and outputs Activities Process flow / diagram Process Roles Challenges KPIs ITIL V3 Over View ITIL V3 Structure Strategy ITIL V3 Overview Design Transition Operation Process orientation Terminology Inputs and outputs Activities Process flow / diagram Process Roles Challenges KPIs

More information

WHITE PAPER December, 2008

WHITE PAPER December, 2008 INTRODUCTION Key to most IT organization s ongoing success is the leadership team s ability to anticipate, plan for, and adapt to change. With ever changing business/mission requirements, customer/user

More information

ITIL: Foundation (Revision 1.6) Course Overview. Course Outline

ITIL: Foundation (Revision 1.6) Course Overview. Course Outline ITIL: Foundation (Revision 1.6) Course Overview The ITIL Foundation Certification Course introduces the new student to the fundamentals of IT Service Management as described in the IT Infrastructure Library

More information

Service Catalog Management: A CA Service Management Process Map

Service Catalog Management: A CA Service Management Process Map TECHNOLOGY BRIEF: SERVICE CATALOG MANAGEMENT Catalog : A CA Process Map JULY 2009 Enrico Boverino SR PRINCIPAL CONSULTANT, TECHNICAL SALES ITIL SERVICE MANAGER ITAC CERTIFIED Table of Contents Executive

More information

Three simple steps to effective service catalog and request management

Three simple steps to effective service catalog and request management Three simple steps to effective service catalog and request management Prepare for cloud initiatives and get incremental ROI with self service catalog and request management Business white paper Executive

More information

ITIL Service Management Practices V3 Qualifications Scheme

ITIL Service Management Practices V3 Qualifications Scheme ITIL Service Management Practices V3 Qualifications Scheme Contents 1. Scope and purpose of document 1 1.1. Synopsis 1 1.2. Suggested reading 1 2. ITIL Overview 1 2.1. What is ITIL? 1 2.2. What does official

More information

The Rise of Service Level Management in ITIL V3. April 2008. Oblicore, Inc.

The Rise of Service Level Management in ITIL V3. April 2008. Oblicore, Inc. The Rise of Service Level Management in ITIL V3 April 2008 Oblicore, Inc. Table of Contents The Move From Version 2 To Version 3................... 3 What s New In V3?..................................

More information

CASE STUDY: Land Registry SECTOR: Government Land Registry win itsmf Service Management Team of the Year Award

CASE STUDY: Land Registry SECTOR: Government Land Registry win itsmf Service Management Team of the Year Award CASE STUDY: Land Registry SECTOR: Government Land Registry win itsmf Service Management Team of the Year Award MSM integrated IT Service Management software solutions have been adopted by organisations

More information

IT Service Management tools - Acquisition and implementation

IT Service Management tools - Acquisition and implementation IT Service Management tools - and implementation Christian F. Nissen, CFN People A/S ITIL and PRINCE2 are Registered Trade Marks of Axelos in the United Kingdom and other countries COBIT is a registered

More information

ITIL V3 and ASL Sound Guidance for Application Management and Application Development

ITIL V3 and ASL Sound Guidance for Application Management and Application Development For IT V3 and Sound Guidance for Application and Application Development Machteld Meijer, Mark Smalley & Sharon Taylor Alignment White Paper January 2008 V3 & : A Comparison Abstract In May 2007, the Office

More information

Applying ITIL v3 Best Practices

Applying ITIL v3 Best Practices white paper Applying ITIL v3 Best Practices to improve IT processes Rocket bluezone.rocketsoftware.com Applying ITIL v. 3 Best Practices to Improve IT Processes A White Paper by Rocket Software Version

More information

Need a system to deliver consistent, efficient and reliable IT services? Use an ISO/IEC 20000 compliant management system.

Need a system to deliver consistent, efficient and reliable IT services? Use an ISO/IEC 20000 compliant management system. Need a system to deliver consistent, efficient and reliable IT services? Use an ISO/IEC 20000 compliant management system. Deliver a quality IT service to your stakeholders with ISO/IEC 20000. Information

More information

Achieve ISO Certification

Achieve ISO Certification Achieve ISO Certification Risk Management & Compliance Services Main UK Office 020 3432 2854 Midlands Office 01332 896 478 Wales & West Office 029 2000 4623 Assent 1st Floor, 120 London Road, Benfleet,

More information

iso20000templates.com

iso20000templates.com iso20000templates.com Public IT Limited 2011 IT Service Policy Document Ref. ITSM01001 Version: 1.0 Draft 1 Document Author: Document Owner: V 1.0 Draft 1 Page 1 of 11 Revision History Version Date RFC

More information

John Kacmarynski TLG Learning. ITIL History Benefits of Implementing ITIL Integrated Service Lifecycle Approach and Processes

John Kacmarynski TLG Learning. ITIL History Benefits of Implementing ITIL Integrated Service Lifecycle Approach and Processes John Kacmarynski TLG Learning ITIL History Benefits of Implementing ITIL Integrated Service Lifecycle Approach and es What is not defined cannot be controlled What is not controlled cannot be measured

More information

EA vs ITSM. itsmf 15.4.2014

EA vs ITSM. itsmf 15.4.2014 EA vs ITSM itsmf 15.4.2014 EA vs ITSM SH Needs Business Goals 2 GOVERNANCE EVALUATE PLANNING ITSM IMPROVING OPERATING Business Programs Projects DEVELOPING EA IMPLEMENTING What is an enterprise in the

More information

HP Operational ITSM Service. For continual service improvement

HP Operational ITSM Service. For continual service improvement HP Operational ITSM Service For continual service improvement Overview Enhance service levels by applying best practices and standards Improve productivity and reduce costs Deliver true business value

More information

Wilhelmenia Ravenell IT Manager Eli Lilly and Company

Wilhelmenia Ravenell IT Manager Eli Lilly and Company Wilhelmenia Ravenell IT Manager Eli Lilly and Company Agenda Introductions The Service Management Framework Keys of a successful Service management transformation Why transform? ROI and the customer experience

More information

ITIL Service Lifecycle Stream

ITIL Service Lifecycle Stream ITIL Lifecycle Stream Syllabus at a Glance Strategy Design Transition Operation Continual Improvement Introduction to service strategy Introduction to service design Introduction to service transition

More information