etom, ITIL & ISO/IEC20000 harmonization Matthew Burrows (BSMimpact) & Megan Pendlebury (itsmf UK) November

Transcription

1 etom, ITIL & ISO/IEC20000 harmonization Matthew Burrows (BSMimpact) & Megan Pendlebury (itsmf UK) November 2008

2 Background What is ISO/IEC20000? International standard that defines the requirements for a Service Provider to deliver managed services of an acceptable quality for its customers ISO/IEC What is ITIL? A good practice framework for Service Management processes What is etom? the most widely used and accepted standard for business processes in the telecommunications industry

3 ITIL

4 ISO/IEC A set of criteria which must be complied with A globally recognised benchmark The beginning of a continual service improvement culture Focussed on variety of aspects of service provision People Processes Quality Security

5 IT Service Management

6 Changing accountabilities 3 Product & Service Portfolio Organisation & Skills Subscriber /Customer 2 Business Process Framework Enterprise Tools & Capabilities Enterprise Data Model 1 1 Infrastructure to support business process execution 2 Automate the business process Communications Technology Infrastructure Information Technology Infrastructure 3 Manage the full lifecycle of the end Product or Service

7 Subscriber/Customer activity Product & Service Portfolio 1 Subscriber /Customer Organisation & Skills 2 Business Process Framework 3 Enterprise Tools & Capabilities Consumes Products & 1 Services Communications Technology Infrastructure Enterprise Data Model Information Technology Infrastructure 2 Interacts 3 Interacts with processes through staff with processes directly e.g. self-service

8 Positioning Product & Service Portfolio Organisation & Skills Business Process Framework Enterprise Tools & Capabilities Communications Technology Infrastructure etom Enterprise Data Model I T I L Information Technology Infrastructure I S O / I E C Subscriber /Customer

9 Customer Drivers Organisations that have ISO/IEC20000 certification themselves may value it and see it as desirable in their Service Providers Organisations looking to outsource or buy services from a 3 rd party will typically look for some measure of quality as reassurance or risk mitigation this can include ISO/IEC20000, CMMI and other certifications and maturity measures

10 Business Drivers Reduce costs and realise greater economies of scale without negatively impacting quality of service, and often to improve the service quality. To support multi-sourcing and partnerships To improve speed to market of new products and services

11 Trends and Observations By year-end 2008, at least 60 percent of relevant public-sector and at least 30 percent of relevant private-sector sourcing deals will demand ISO/IEC20000 certification in their RFPs Gartner, January 2006 Firms with superior IT governance had more that 20% higher profits than firms with poor governance given the same strategic objectives Peter Weill, MIT

12 Trends and Observations Customers are becoming ISO/IEC20000 certified Customers are using ITIL

13 Benefits Meets customer-driven requirements Increases efficiency and effectiveness Can deliver cost reductions and improve service quality Helps you win in competitive situations Improves relationships with customers and suppliers Embeds Continual Service Improvement in your organisation s culture

14 Business Service Management for CSPs Can Communication Service Providers (CSP) get ISO/IEC20000? Is it applicable to a telecoms environment? What about the fact that it is based on ITIL? How can it be achieved if we re using etom, or a mixture of etom and ITIL?

15 ITIL and etom Positioning ITIL and etom as complimentary Common scenarios etom only ITIL only etom and ITIL in relative silos

16 Alignment/convergence activity TR143 Building Bridges: ITIL & etom technical report produced with guidance on linkages etom release 8 will embed direct support for ITIL processes Cross-industry working group being established to plan future alignment and/or convergence

17 Core Requirements Core requirements of ISO/IEC20000 Business Relationship Management Service Catalogue Supplier Management 3.1c ensure customer requirements are determined, and met with aim of improving customer satisfaction 3.2b documented SLAs 6.1 Full range of services provided, with SL targets and workload characteristics, agreed by parties and recorded 7.2 BRM process inc. Service reviews, awareness of business needs and major changes, complaints process, named individual for managing customer satisfaction, improvement plan

18 Conclusions Address convergence of technologies, operations, process and organisation Use ITIL and ISO/IEC20000 as mechanisms for greater customer alignment Use etom with ITIL & ISO/IEC20000 to harmonise telecoms and IT Use adopt and adapt principles for all standards and best practices Learn from others don t start from scratch

19 Questions? Matthew Burrows Telephone: +44 (0) & Megan Pendlebury Telephone: +44 (0) BSM impact Limited, Registered in England, Company No , Registered Office: 17 Langhams Way, Wargrave, Berkshire. RG10 8AX