Transcript ISO/IEC 20K and ITSM Standardization: Route to Service

ISO/IEC 20K and ITSM Standardization:
Route to Service Excellence?
Kristo Jokela
Istekki Oy
About me
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Istekki Oy at a glance
 Company started 1.1.2010, base founders City of Kuopio and
Hospital District of Northern Savo
 Istekki provides ICT and ICMT Services for the municipality
and the public health sector individualy and cooperation
supportively
 ICT development, technology & capacity, purchasing and end user
services and medical device lifecycle services
 ”In House” –setup, biggest owners are biggest customers
 Quick facts:
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Turnover 31,4 M€ (2013)
About 280 employees
Over 15.000 Information System Users
About 12.000 workstations and 800 servers
 ISO 9001 and ISO/IEC 20 000 certified organization
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WHAT CUSTOMER VALUE IS
?
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Many models describing value – ITIL way
Source: ITIL books
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Many models describing value – USMBOK
way
Source USMBOK
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Service Management Frameworks
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Source USMBOK
WHAT CUSTOMER VALUE IS
=
Customer experience + benefits costs
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So, where we & ITSM are heading at?
 Going towards customer, focus shifting from
products  service  managing the customer &
experience
 Experiences are ”next economic frontier” they are
as distinct from services as services are from goods
 Service management was, and is, a systematic way
to ensure that SLAs are satisfied:
 Satisfaction
 Loyalty
 Advocacy
 We must think customer first!
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Common misconceptions
 ITIL is standard (”Yes we do ITIL, we comply?”)
 ISO 20k is standard (”Yes we do ITIL, but we
havent done the audit yet”)
 ”Lets just have the certificate, our business will
grow 1000%”
 ”I just bought expensive consultant and bunch of
paper, we are now practically finished with ISO
certification”
 ”ISO 20k is only for BIG companies”
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Well, what it is then?
ITMS management system
Getting IT
services should
be easy as
turning the
water on from
the tap!
Processes
Roles and responsibilities
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When applied to context
ISO/IEC 20 000 ”building blocks”
Service Management System
Processes
Business reqs
Tools, facilities, resources
Tailored &
Custom
services
Cust. satisf.
Business results
Service
packages
Service Desk
Roles, responsibilities
New services
Other processes
Quality assurance
Baseline ”Core”
Services
Other processes
Service F
Service E
Service D
Service C
Service B
Service A
Source: SFS
Foundation of Service provision
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If organization wants to certify…
Requirement
What should be done
Yes/No – Pass/Fail
Auditing
Criteria
Conformance
Reference Model
Acceptable Range
/ tolerance
Evidence
Source ECI
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...if not they still can benefit greatly from
ISO/IEC 20K
 Dont just ”do ITIL and ITSM”, act like a real service
provider
 Every organization can take advantage of the
guidance in ISO 20000:
 Offer basic building blocks for service baseline
 consensus view
 Assess service capability, improvement and iterations
 Certification is not required to gain value!:
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Customer focus
Value generation
SMS implementation – ”build to suit”
Impementation guide  Helps to build value
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Route to Service Excellence?
 “There is no magic or silver bullet in standards. The magic
comes from doing the hard work of doing what’s needed to
allow your organization to demonstrate conformance to the
standard.
 Route to continue:
 “Why is conformance to this standard important to you?”
 The intention and specifics of the standard in question, as applied
to your organization and its context
 Evaluating the impact of the required changes (if any) prior to
implementing them
 Connect the business goals and customers to applied changes
 Be able to determine a proper and timely means of being able to
leverage standards within your organization.
 Remember that customer Value & Experience is that matters
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Continous improvement
 ”This year we will start our CSI”
 ”Its been saying since 2008…”
 Start your Continous Improvement Program
 Different thing that CSI, CSI is mainly about the service
improvement
 CIP is:
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More wide perspective
Customer focused, outside-in thinking
Improve the whole service management system
Ongoing, targeted
 ISO/IEC 20k can help you start with this road
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Thank you!
Questions?
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