Transcript Slide 1

Integrated Service Management –
“The holy grail to business excellence”
Craig Pattison,
Director of Certifications and Qualifications –
itSMF International
PART 1 – Setting the scene
• Evolution of ITSM
• Key players – key differences
• Exploding the myths
• Ongoing developments in Integrated Service Management
• Industry news (International/Regional/Local)
PART 2 – Driving business excellence
• Board view
• Managerial view
• IT view
• Tying it all together
• What next for ITSM?
PART 1 – Setting the Scene
PART 1
The Evolution of ITSM
– The Story so far
History of ITIL and the
Standard
PART 1
ITIL Evolution
The Eighties
•
The ITIL concept emerged in the 1980s, when the British government determined that
the level of IT service quality provided to them was not sufficient. The Central
Computer and Telecommunications Agency (CCTA), now called the Office of
Government Commerce (OGC), was tasked with developing a framework for efficient
and financially responsible use of IT resources within the British government and the
private sector.
•
The earliest version of ITIL was actually originally called GITIM, Government
Information Technology Infrastructure Management. Obviously this was very different
to the current ITIL, but conceptually very similar, focusing around service support and
delivery.
The Nineties
•
Large companies and government agencies in Europe adopted the framework very
quickly in the early 1990s. ITIL was spreading far and, and was used in both
government and non-government organizations. As it grew in popularity, both in the
UK and across the world, IT itself changed and evolved, and so did ITIL.
PART 1
ITIL Evolution
• In year 2000, The CCTA merged into the OGC, Office for
Government Commerce and in the same year, Microsoft
used ITIL as the basis to develop their proprietary
Microsoft Operations Framework (MOF).
• In 2001, version 2 of ITIL was released. The Service
Support and Service Delivery books were redeveloped
into more concise usable volumes.
• It is now, by far, the most widely used IT service
management best practice approach in the world.
PART 1
BS15000 – ISO/IEC
20000 Evolution
Committee established in the late ’80s
1998 - Code of practice (A4 book, 4 processes) 1998
2000 Code of practice (A5 book, 13 proceses)
Self Assessment Workbook
First edition of the Managers' guide to service management (A5 book)
Specification, Edition 1
Early adopters scheme for internal audits based on BS 15000 specification
2001 Recommendations from Early Adopters (mainly to add management
system requirements)
2002 New edition of the Specification, including Management system( A4
unbound)
2003 New edition of the Code of Practice (A4 unbound)
1st July itSMF certification scheme launched
PART 1
BS15000 – ISO/IEC
20000 Evolution
2004
27th February - 3 companies certified
Planning for fast-track submission to become ISO/IEC 20000
10th November - submission made to ISO/JTC01/SC7
Additional supporting material (First volumes in the 'Achieving
BS 15000 series)
2005
May - Yes with comments
May - October - comment resolution
Nov - ISO Editorial work
1st Dec New work item proposals submitted by the BSI to SC7
4th Dec - Publication of ISO/IEC 20000 and withdrawal of BS 15000
PART 1
Key differences
between ITIL & 20000
•Standard vs Framework
•Compliance vs Maturity Model
•SRO vs Process Owner
•Maturity Model vs CSIP
•All or Nothing
•Integrated vs Siloed
PART 1
Exploding the ITSM myths
ITIL is based on
ISO/IEC 20000
ITIL must be
adopted to get
ISO/IEC 20000
An organisation
can be ITIL
compliant
When ITIL v3 is
published ISO/IEC
20000 will change
ISO/IEC 20000 is
the ITIL standard
ISO/IEC 20000 is
based on ITIL
The five stage lifecycle
of ITIL v3 will mean
ISO/IEC 20000 will be
redrafted to have a 5
stage lifecycle
approach
PART 1
What is Integrated
Service Management?
PART 1
What drives ISM?
PART 1
The ongoing
development of 20000
•
Harmonisation with other SC7 standards
•
Harmonisation with ISO 9000
•
•
Additional advice for service providers on scoping and applicability
Improvement plan (Part 1)
•
Commitment to alignment between ISO/IEC 20000 and ITIL which
means adoption of ITIL can position a service provider for
achieving ISO/IEC 20000
•
‘itSMF-International is committed to supporting and
will continue to support ISO/IEC 20000 and
associated standards’
PART 1
Ongoing ITSM
alignment
• The links between ITIL and ISO/IEC 20000 are ones of
spirit and intent, not of control
• Both serve very different purposes and are therefore
different in intent, structure, format, style and detail
• WG 25, itSMFI and OGC endorse alignment between
ISO/IEC 20000 and ITIL so that adoption of ITIL
positions a service provider to achieve ISO/IEC 20000
• During the next 12 months work will be done on mapping
ITIL v3 and ISO/IEC 20000
PART 1
ITSM Maturing
PART 1
Global, National and
Regional Levels
PART 1
Global, National and
Regional Levels
PART 1
Global, National and
Regional Levels
PART 1
Global, National and
Regional Levels
PART 1
Global, National and
Regional Levels
PART 1
Global, National and
Regional Levels
PART 1
Global, National and
Regional Levels
• China’s 11th 5 Year (development of HKK)
•
•
•
•
“One country, two systems” – endorse the development of service industries
– 1. financial;
– 2. logistics;
– 3. tourism; and
– 4. information services.
Professional services underpin the 4 hubs and account for 91% of GDP (+
HVA)
Share the same culture, language and provide professional expertise and
business experience
CEPA – the trade enablement for professional services providers to enter
the Mainland market
• “Brand Hong Kong” – high quality and efficiency
PART 1
Global, National and
Regional Levels
December 2006, Data Overview “Australia And New Zealand IT Services Investments And Attitudes”
PART 2 – Driving Business
Excellence
PART 2
Board view
Validates the organizations vision
and mission
The 5 Ws
Credible and respected
Mover advantage
PART 2
Managerial view
Transparency and accountability –
An interdepartmental management activity
to realize Quality, Cost and Delivery
PART 2
IT view
Controlled and consistent operating environment
Provides a framework to deliver integrated service management
processes
Gives a broader view by providing a controlled end to end view of
the operational enterprise
Increases customer satisfaction by delivering consistent and
repeatable experiences
PART 2
Tying it all together
Design with all in mind
Design for full integration
Live your competitive advantage
Bigger than any individual
PART 2
Tying it all together…
One business case
One toolset
One set of integrated
service management
processes
PART 2
Tying it all together…
SERVICE
IMPROVEMENT
Improvement
•Appointment to
Steering
Committee
Ongoing
engagement
Stage 3
Post Implementation
Assessment
•Periodic
reviews
Legend
A
S
S=Standardise
D=Do
C
D
C=Check
A=Act
Stage 2
Assessment &
Implementation
A
P
C
D
Legend
P=Plan
D=Do
C=Check
A=Act
Stage 1
Legend
A
S
Workshops
“Stabilise the patient”
S=Standardise
D=Do
C
D
C=Check
A=Act
Time
PART 2
What next for ITSM?
• ITIL v2, v3, and ISO/IEC 20000
• Internationalization of itSMF Certification
Scheme
• Internationalization of IoSM
More information
To purchase the ISO/IEC 20000 Standard www.iso.org
itSMF International - www.itsmf.org
Contact [email protected]