Integrated Service Management – “The holy grail to by zwz37221


									  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
                                                                 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

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

2003 New edition of the Code of Practice (A4 unbound)
1st July itSMF certification scheme launched
                                                   PART 1
                                              BS15000 – ISO/IEC
                                               20000 Evolution

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)

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 must be
  ITIL is based on      adopted to get
                                               ISO/IEC 20000 is
   ISO/IEC 20000       ISO/IEC 20000
                                                 based on ITIL

 An organisation
   can be ITIL
    compliant                                  The five stage lifecycle
                                                 of ITIL v3 will mean
                                               ISO/IEC 20000 will be
                                                redrafted to have a 5
                     ISO/IEC 20000 is               stage lifecycle
 When ITIL v3 is     the ITIL standard                 approach
published ISO/IEC
20000 will change
       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

• 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 (+
•   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
                               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

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
                                                                    PART 2
                                                             Tying it all together…

                                                                                               •Appointment to
Improvement                                                                 Ongoing              Committee

                                                         Stage 3           A     S

                                                     Post Implementation                  D=Do

                                                        Assessment                        C=Check
                                                                           C     D

                                Stage 2                       Legend
                                                     A   P
                             Assessment &                     D=Do
                            Implementation           C   D    C=Check

    Stage 1                 A    S
      Workshops                      D=Do
  “Stabilise the patient”   C    D
                                     A=Act                                              Time
                                   PART 2
                             What next for ITSM?

• ITIL v2, v3, and ISO/IEC 20000
• Internationalization of itSMF Certification
• Internationalization of IoSM
        More information
To purchase the ISO/IEC 20000 Standard -

itSMF International -


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