ISO 20000 Standard Implementation – Overview

Executive Summary

• ISO 20000 Standard is available to IT Service Provider Organizations to demonstrate there level of maturity in implementing best practices and demonstrate excellence in IT Service Management

• ISO 20K sets bench marks to be achieved and is based on practical methodologies such as ITIL

• ISO 20K is not suitable for all organizations, since getting certified involve high level of hard work, to get certification for complete set of processes.

Some Facts about ISO 20k• Issued internationally in Dec. 2005• Derived from BSI 15000• ISO 20k is set of controls, against which an

organization can be assessed, for effective IT Service Management Implementation

• It provides a formal definition of requirements and systematic approach for an organization to deliver managed IT Services of acceptable quality

• It is the only verifiable means to measure ITIL process implementation compliance

ISO/IEC 20000 - Breakdown

• Part 1: Specification– Defines the requirements for a service provider to

deliver managed services of an acceptable quality for its customers.

• Part 2: Code of practice– Provides guidance for Internal Auditors for audit

against ISO 20k– Assist service providers planning internal

improvements

ITIL V3 and IS0 20K comparison

Relationship between ITIL and ISO 20000

ISO 20000 View of the 13 Service Management Process

ISO 20000 Processes

ISO 20000 Benefits by each Clause

Clause: Requirements for a Management System

• ISO 20000 Processes for this clause:1. Management Responsibility2. Documentation Requirements3. Competence, Awareness & Training

• ISO 20000 Benefit:

• A Management System ensures key levels of the organization are involved and informed.

• Documentation requirements ensures that ITSM documents are secured and accessible

• Intrinsic value to the whole organization is gained by requiring ongoing competence of the ITSM service providers, by having regular training and awareness programs.

Clause: Planning and Implementing Service Management

• ISO 20000 Processes for this clause:

• Plan, Implement, Monitor, Improve• (Plan, Do, Check, Act)

• ISO 20000 Benefit:

1. Lays foundation for continuous improvement of Service Management System.

2. Sets benchmark comparison with best practices

3. Creates competitive advantage by having consistent and cost effective services. ‐

Clause: Planning New Services

• ISO 20000 Processes for this clause:

• Planning and Implementing New or Changed Services

• ISO 20000 Benefit:

1. Ensures new services are planned properly so that new services will not impact the existing services.

2. Any significant changes to an existing service should use a full change management review.

3. Facilitates major organizational changes with ease.

Clause: Service Delivery Management

• ISO 20000 Processes for this clause:

• Service Level Management• Service Reporting• Service Continuity & Availability• Budgeting & Accounting for IT Services• Capacity Management• Information Security Management

• ISO 20000 Benefit:

1. These processes are the core of IT Services. 2. Ensures Inter-relationship between the processes.3. Focuses on Risk Management for Cost Reduction

Clause: Relationship Process • ISO 20000 Processes for this clause:

• Business Relationship Process• Supplier Management

• ISO 20000 Benefit:

1. These processes are the core of IT Services. 2. Ensures Inter-relationship between the processes.3. Focuses on Risk Management for Cost Reduction.

Clause: Resolution Process

• ISO 20000 Processes for this clause:

• Incident Management• Problem Management

• ISO 20000 Benefit:

1. Incident and Problem Mgmt. are Critical all IT service providers. 2. Being able to resolve, manage and document failures to the

services can result in proactively mitigating future issues. 3. Based on Data and Reports, Management Reviews can ensures

that trends are reviewed and methods for continuous improvements are made.

Clause: Control Process

• ISO 20000 Processes for this clause:

• Configuration Management• Change Management

• ISO 20000 Benefit:1. Are key components within Service Delivery. 2. Ensures the integrity of the delivered service

Clause: Release Process

• ISO 20000 Processes for this clause:

• Release Management

• ISO 20000 Benefit:1. Controls release cycle 2. Ensure the release of changed or new service has a formal review

What is Eligibility Criteria for ISO 20K

• The auditor will have to convinced that management is in control of each of the ISO 20000 processes.

For More Info

• For More Info to get started, please contact info@iitsw.com or one of our regional partners.