Introduction to BSi by icf1n7h



• A Brief introduction to BSi
• Recent Developments with BS7799 ISO/IEC 17799 and
• A Personal View on Outsourcing
• Service Management
• Relationship between BS 15000 and ITIL
• Differences between BS 15000 and ITIL
• BS 15000 certification

The BSI Group is about improving the quality of life
through the application of best practice to everything
we do.
   • We set innovative standards that are used throughout the
   • We provide all the information relating to standardization
   that businesses need to succeed in their competitive
   • Businesses rely on us to keep improving the way they run
   with good management processes.

BSI’s Royal Charter defines these as:
• Facilitate, sell and distribute standards
• Register, approve and affix marks
• Market and sell
    - Systems assessment services
    - Product and materials inspection
    - Testing and Certification
    - Training

• A well established global Service
• Presence in over 110 countries
• 5,500+ staff worldwide with 75%
  based outside the UK

    No 1            No 1               No 3
    National          ISO             Inspection
 Standards Body   Registration        Company

• World’s oldest National Standards Body (NSB)
• 15,000 subscribing members
• 2,000 standards published p.a.
• 24,000 current British Standards
• 7,000 current standards projects
• 2,500 committees
• 23,000 committee members

• World's largest management systems registration body
  with over 44,000 registered clients in 100 countries
• Major products include:-
     -   ISO 9000 - Quality Management series
     –   QS 9000/ TS 16949 - Automotive Management
     –   ISO 14000 - Environmental Management
     –   BS 7799 - Information Technology Security
     –   OHSAS 18001 - Health & Safety Management
     –   BS15000 - IT Service Management

• Management Systems Assessment and Certification
• Training
• Four main operational hubs:
Recent Developments

BS7799 ISO/IEC 17799
Current Product News ISO/IEC 17799 and BS 7799

• Revised ISO17799:2005 published this month
   – ISO17799:2000 version will be withdrawn
   – 17 new controls – Now 134 in total (other controls have eitther been merged or
   – 11 chapters (one more)
   – Will become ISO 27002 in April 2007

• BS7799 Part 2 to become ISO27001 end of 2005 (November)
   – BS7799 Part 2 will be withdrawn

• BS7799-3 (Risk Management)
   – due for publication December 05.
   – Will be submitted to ISO using the fast track route.
Current Product News ISO/IEC 17799 and BS 7799

    ISO/IEC Standard                  Description

         27000          Vocabulary and definitions

         27001          Specification (BS7799-2)

         27002          Code of Practice (ISO17799:2005)

         27003          Implementation Guidance

         27004          Metrics and Measurement

         27005          Risk Management
                        (BS 7799-3)
Current Product News BS 15000

• Current BS15000 Certifications
   – Extension to ISO 90001
   – BSi Certification scheme
   – itSMF BS15000 certification scheme

• BS 15000 to become ISO/IEC 20000 4Q 2005 or 1Q 2006
   – BS15000 will be withdrawn

Service Management
  A personal view
What can go wrong with Outsourcing?

• IT is often seen by CEOs and CFOs as “not core to the
   – IT is outsourced because the company doesn’t want to be in the
     business of running an IT department.
   – IT is an “overhead” and a drain on resources / profits.
   – IT is seen as “too difficult to understand” and not deliver what’s
     wanted when it’s wanted.

• IT is outsourced to save money!
Why does outsourcing cause problems?
• Outsource contracts are written by legal / contracts with little involvement from
    – Then negotiated!
• Roles and Responsibilities between the two companies are often not clear.
• If IT staff are moved, moral is low.
    – Staff are no longer working to the same goals and in the same culture in their new
• Contracts are ambiguous and not sufficiently detailed.
• The Outsource company will deliver to the contracts, everything else is extra!
• Insufficient (and too junior) management in place within the company to
  manage the outsource contract.
IT Service Management

IT Service Management

The management of IT Services to support one or
more business areas

BS 15000

The first worldwide standard aimed specifically at IT
Service Management
BS 15000

• Part 1 – Specification for Service Management.

  BS 15000-1: 2002

• Part 2 – Code of practice for Service Management

  BS 15000-2:2003

• UK Government launches IT Infrastructure Library (ITIL) in
• ITIL defines ‘best practice’ processes and procedures
• ITSMF formed in 1991 to further develop best practice
• ITSMF approaches BSI to develop a standard
• BS 15000 first published in 2000 as a specification (Revised
  in 2002)

  • Move from investing in tools to develop software to
    managing the quality of these systems once “live”
  • The need to deliver cost effective service delivery
  • Lack of guidance and accepted standards
  • Raising the profile of the IT department
  • UK Government / ITIL / ITSMF
Product Fit

              BS 15000     BS 7799:2

                   ISO 9001:2000

                 ISO 9001/2/3:1994
Objectives of BS 15000

• ‘To promote the adoption of an integrated process approach
  to deliver managed services to meet the business and
  customer requirements’
                                         BS 15000-1:2002

• Enable the understanding of best practices , objectives
  benefits and possible problems of service management
• To help organizations generate revenue or be cost effective
  via professional service management
Product Benefits

• Implementation provides control, greater efficiency and
  opportunities for improvement
• Turn technology focused departments into ones with a service
• Ensure IT services are aligned with and satisfy business needs
• Improve system reliability and availability
• Provide a basis to agree levels of service and the ability to
  measure IT service quality
PDCA - IT Service Management

 Business                            Manage Services
 Requirements                                                       Business results
                                Management Responsibility

 Request for new/                      Improvement
 changed service                                                    New or changed

 Other processes         PLAN
                                                       Monitor,     Other processes
 e.g business,        Plan service
                                                      measure and   e.g. business,
 supplier, customer   Management
                                                        review      supplier, customer

 Service Desk
                                          DO                        Team and people
                                       Implement                    satisfaction
 Other teams e.g.
 IT Operations
The Service Management process

                   Service Delivery Processes

                       Control Processes

         Release          Resolution       Relationship
         Process           Processes        Processes
Relationship and Differences Between BS 15000 and
Relationship Between BS 15000 and ITIL

                          BS 15000

                      Manager’s Guide
                        (BIP 0005)

                      ITIL Best Practice

                   In-house procedures/work
Relationship Between BS 15000 and ITIL

• ITIL and BS 15000 serve different purposes
   – BS 15000 provides an independent standard suitable for third-party
   – ITIL provides best practices in IT Service Management

        It is not a requirement to adopt ITIL to
     achieve compliance with BS 15000, but it will
         make it much easier and more robust
Difference between BS 15000 and ITIL

• BS 15000 13 Service Management processes are divided into
  5 groups of processes
• Organization structure is not a requirement of BS 15000
• PDCA is a fundamental component
• BS 15000 includes business relationships and supplier
• BS 15000 Service Reporting is a separate process
Difference between BS 15000 and ITIL

• Service Continuity and Availability Management are separate
  in ITIL
• ITIL covers financial management, whereas BS 15000 covers
  budgeting and accounting
• BS 15000 includes Information Security Management (BS
  7799 (ISO/IEC 17799) for security requirements
• ITIL includes Software Asset Management – Asset
  Management is covered by Configuration Management in BS
Implementation of BS 15000
The IT Service Management kit

                       BS 15000-1:2002
                       Specification for Service Management

                              BS 15000-2:2002
                              Code of Practice for Service Management

                                   Management Guidance Booklet
             PD 0005

                                            All based on foundation of the IT
                                            Infrastructure Library (ITIL). The only
        ITIL Best Practices                 comprehensive documentation of best
                                            practice for Service Management
Drivers for BSI

• Cost savings via improved processes
• Better working relationship between IT and business users
• Opportunity to increase company image and competitive
   – Via eventual BS 15000 compliance
Results - BSI

• 7% reduction in total incidents handled

• 580% reduction in major incidents handled
   – Due to improved recognition of linked incidents

• 15% reduction in SAP related incidents
   – Via targeted problem management

• Customer satisfaction high
Useful steps

• Avoid dependence on technical personnel
• There is no ‘best way’ to implement BUT:
   – A logical / pragmatic approach may help

   – Focus on current problem areas

   – Map problems to the relevant ITIL / BS 15000 component

   – Tackle the problem

• Timescales will vary!
Possible Implementation Problems

• Bureaucracy - Pre-occupation with mechanics rather than end
• Failure to get management and/or staff commitment – Not
  sold to the organization
• Lack of resource and skills – untrained staff
• Culture - Not in learning mode
Certification to BS 15000

• BS 15000 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
• Only a formal certification scheme provides independent
  verification of compliance
• Raises internal profile
Certification schemes

• BSI BS 15000-1:2002 Certification
   – Stand alone certification

   – Extension to scope certification

• BS 15000 IT Service Management Scheme
   – Provided by itSMF
Certification schemes

BSI BS 15000-1:2002 Certification

• Standalone certification
   – Launched October 2003

   – Global delivery

   – Training course offering
Certification schemes

BSI BS 15000-1:2002 Certification

• Extension to scope certification
   – Launched May 2003

   – Assessment as extension to ISO 9001:2000 certification

   – Covers the additional requirements of BS 15000

   – Global delivery
BS 15000 – The Future

• ISO status for BS 15000-2 expected during 1Q 2006
• Predicted BS 15000-1 will move into an ISO standard
• IT Service Management sector beginning to demonstrate
  increasing demand for          BS 15000-1:2002
• Certification will become a key market differentiator and
  pivotal in the selection of supplier and partner organizations

• IT Service management represents a fast growing discipline
• BS 15000 is strongly aligned with the IT Infrastructure
• BS 15000 consists of a auditable specification and a code of
• BS 15000 will increasingly be seen as the quality standard for
  IT Service Management
• Certification will become a key differentiator in the provision
  of IT Service management

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